Build a knowledge base your phone agent can use

One place for approved answers

A phone agent should not assemble your business policy from scattered old pages. Start with the facts you are willing to have it repeat: hours, service area, offered services, price conditions and the next step when it does not know.

Keep the owner of the information visible. If the office manager changes the hours, someone also needs to update the knowledge source used by the agent. A correct answer last year may be wrong today.

Write conditions with the answer

If a price applies only to a certain service, say so in the same entry. If an estimate requires a site visit, do not reduce that policy to a number. Avoid ambiguous phrases that sound like permission to improvise.

Separate public business information from private customer records. Do not paste passwords, payment details, medical records or customer lists into this worksheet. It is for the business facts an agent is permitted to use.

Unknown means hand off

Include an explicit instruction for unknown or conflicting information: say the answer needs checking and follow the approved human handoff. Do not fill gaps with a plausible policy.

Booking and transfers still need working integrations. A paragraph describing your calendar does not connect the calendar. Keep that distinction in the setup brief and test it on the actual system.

Export, review and maintain

The tool downloads Markdown for reading and JSON for systems that can use a structured file. Providers accept different formats, so check the import requirements before uploading.

Review the file first. Missing fields are flagged, not silently completed. Recheck hours, prices and policies when the business changes, then rerun the affected phone-agent tests.

Common questions

Keep going

• What are missed calls costing your business?
• Design a phone agent before buying one

Need help putting this into practice? See the related service or contact Local Famous.