Knowledge Base
Upload your price list, warranty or policy and it reads from them on calls.
On this page
Some things are too long to type into a form. A twelve-page price list, a warranty policy, a list of every postcode you cover. Upload the file instead, and your receptionist reads from it when a caller asks something it covers.
You’ll find it in Business Config, under Grounding & Knowledge.
What it’s for
The test is length and shape. A question with a two-sentence answer is an FAQ. A document you would hand someone belongs here.
- Good candidates
- Price lists, warranty terms, service-area lists, maintenance plan details, manufacturer specs, terms and conditions.
- Better as an FAQ
- Do you charge for quotes? Do you take card? These are short, and short answers are quicker to edit.
- Better in Services
- Anything with a price attached that you want quoted confidently. Services is the authoritative place for money.
What you can upload
- The usual one. Price lists, brochures, policies.
- Word documents
- .docx files.
- Plain text
- .txt files.
- Images
- Photos or scans. The text is read out of them, so a phone photo of a printed price sheet works.
- A web link
- Paste a URL and the page is read once. Nothing is published.
Files are capped at 10 MB each, and a linked page at about 3 MB. You can upload several at once.
One bad file won't spoil the batch
Adding a document
- 1
Open Grounding & Knowledge
In Business Config, below the FAQs card.
- 2
Upload the file, or paste a link
Drag several in at once if you have them.
- 3
Check it was read
Each document shows how many pieces it was split into. A file that produced nothing readable says so, rather than sitting there looking fine.
- 4
Ring in and ask something from it
The only real confirmation. Pick a detail that appears nowhere else in your config and ask for it.
What happens to the file
The text is pulled out and split into short overlapping passages, each indexed so it can be found by meaning rather than by exact wording. A caller doesn’t have to use your document’s vocabulary for the right passage to surface.
The passages belong to your business only. They are never visible to another business on the platform.
How it gets used on a call
When a caller asks a question, the passages most relevant to that question are pulled out and handed to your receptionist for that turn of the conversation. It isn’t reading the whole document aloud in its head; it’s being shown the two or three paragraphs that matter.
A warranty document, doing its job
Nobody typed that into a form. It came out of an uploaded warranty PDF, and the caller got a specific answer instead of a promise that someone would ring back.
What it will not do
Three limits are built in, and all three are deliberate.
- It won’t go beyond the document. If your price list stops at residential work, it won’t extrapolate a commercial figure.
- It won’t override your compliance disclosures. Nothing in an uploaded file can stop it identifying itself as an AI or noting that the call may be recorded.
- It won’t override your pricing and booking rules. Your Services entries stay authoritative for money.
Documents are reference, not instructions
Keeping it tidy
Documents are listed newest first, and you can delete any of them. Delete removes its indexed passages too, so an old price list stops being quoted the moment it goes.
Delete the old one when you upload a new one
No. With no documents uploaded, your receptionist behaves exactly as it did before the feature existed. There’s no cost to leaving it empty.
Usually the PDF is a scan with no text layer, so there was nothing to read. The document list will show it produced no passages. Try a photo of the page instead, which gets read as an image, or paste the relevant text in as an FAQ.
Better not. Marketing copy is vague where you want precision, and it usually contradicts your Services prices. Upload the specific documents a customer would actually be sent.