Skip to main content
Journeys shape what your AI Receptionist does; knowledge shapes what it knows. Open your Receptionist from the AI Receptionists list and choose Knowledge from its list of sections — it has two layers, and they behave differently on a call:
  • What your Receptionist always knows — key information your Receptionist should know on every call.
  • Knowledge library — FAQs, full pricing lists, T&Cs and other detailed information from your workspace’s knowledge library (the Knowledge tab under Your business), pulled in only when your Receptionist needs it.
A good rule of thumb: if it fits in a few lines and comes up in most calls, put it in the box at the top. If it’s a whole document, a price list or a website, assign it underneath.

​
What your Receptionist always knows

Type the facts straight into the box — plain sentences work best, like “Parking is free for the first hour in the car park behind the building” or “We never quote prices on the phone; offer a callback instead.” Your Receptionist carries these into every call, so keep them short and current — anything stale here gets answered confidently. Facts about the business itself — its name, what it offers, its opening hours and contact details — already reach every AI Receptionist from your workspace’s business profile, read at the start of each call. The note above the box says so, and its business details link takes you to Business details, where the profile lives. Keep those facts there rather than repeating them here, so there’s only one place to update when they change.

​
Knowledge library

Everything in this section lives in your workspace’s Knowledge library and is assigned to this Receptionist. Your Receptionist searches it only when a caller asks something relevant, so you can assign large documents without weighing down every call.

​
Assign existing knowledge

1

Search your Knowledge library

In the Assign existing box, search or choose from the documents and websites already in your Knowledge library.
2

Pick what this Receptionist should use

Each item you select appears in the list below, with its status alongside.

​
Upload something new

Click Upload to add documents without leaving this section — PDF, DOCX, PPTX, XLSX, CSV or TXT, up to 25 files at a time. The upload window has a tick box, Assign to this Receptionist when finished: leave it ticked and each file is assigned to this Receptionist as soon as it’s ready, or untick it to add the files to your workspace’s Knowledge library without assigning them yet. To add a website, add it on the Knowledge tab under Your business first, then assign it here from the Assign existing box.

​
Manage what’s assigned

Each assigned item has a three-dot menu with Download original and Preview extracted text (for uploaded files), and Remove from Receptionist. Removing an item asks you to confirm first, and only unassigns it from this Receptionist — it stays in your workspace’s Knowledge library, and you can assign it again whenever you like. If an item couldn’t be processed, its row says why. A failed file has an Upload again link right there. Pasted text can’t be edited in this section — fix it from the Knowledge library, where its row has an Edit text link.
Uploaded files and crawled pages are read-only — to change one, download it, edit it, and upload it again.
Knowledge changes save to your draft like any other edit. Test your Receptionist to check it answers the way you expect, then publish to make the changes live.