> ## Documentation Index
> Fetch the complete documentation index at: https://docs.revdesk.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Teach your agents your business
> A knowledge base is what makes the AI useful. Teach it your business once and every call benefits from it.
The knowledge base is everything your AI needs to handle a call well: what you do, what you charge, what your policies are, and what to say when a caller asks the question you hear every week.
Think of it as onboarding a new employee, with the difference that everything you write is available on every call from that moment forward.
## What goes in
* **Business basics.** Name, location, hours, service area.
* **Services.** What you offer, with pricing and what is included.
* **Policies.** Cancellation, payment, guarantees, emergency rates.
* **FAQs.** The questions you hear every week, in the words your customers actually use.
* **Procedures.** How to handle the unusual cases like emergency calls, after-hours requests, or escalations.
## Why it is worth the 30 minutes
The same caller, asking the same question, can lead to two very different outcomes depending on whether the AI has the answer.
Without a knowledge base:
> **Caller:** Do you offer free estimates?
> **RevDesk:** I am not sure about that. Let me take your information and have someone call you back.
With a knowledge base:
> **Caller:** Do you offer free estimates?
> **RevDesk:** Yes, all of our estimates are free. Want to grab a slot for tomorrow?
One conversation produces a callback queue. The other produces a booked appointment. Same caller, same 30 seconds.
***
## Start with the essentials
* Business name and tagline
* Address and service area
* Business hours (including holidays)
* Phone number and email
* Website URL
### Add your services
For each service, include:
| Field | Example |
| - | - |
| Service name | AC Repair |
| Description | We fix all AC issues, including no cooling, strange noises, and leaks |
| Price range | \$89-\$250 depending on the issue |
| Duration | Usually 1-2 hours |
| What's included | Diagnosis, parts, labor, 90-day warranty |
### Add policies
Common policies to document:
* **Cancellation.** 24-hour notice required
* **Payment.** Cash, card, financing available
* **Guarantee.** 100% satisfaction or we fix it free
* **Service area.** Within 30 miles of downtown
* **Emergency rates.** After-hours calls have additional fee
### Add FAQs
Document the questions you get asked most:
| Question | Answer |
| - | - |
| Do you offer financing? | Yes, we offer 0% financing for 12 months on jobs over \$1,000 |
| Are you licensed and insured? | Yes, fully licensed (#123456) and insured |
| How quickly can you come out? | Usually within 24-48 hours, same-day for emergencies |
| Do you work on all brands? | Yes, we service all major brands |
***
## How to add knowledge
### Option 1: Type it in
The simplest approach. Go to your knowledge base and add entries:
```
Q: Do you offer free estimates?
A: Yes, all our estimates are completely free with no obligation.
```
### Option 2: Import from documents
Upload existing documents and RevDesk extracts the knowledge:
* PDF brochures
* Website content
* Training manuals
* FAQ documents
### Option 3: Import from your website
Give RevDesk your website URL and it will:
1. Crawl your pages
2. Extract relevant information
3. Organize it into your knowledge base
You review and approve what gets added.
***
## Organizing knowledge
### Categories
Group related information:
* **Services.** What you offer
* **Pricing.** Costs and packages
* **Policies.** Rules and procedures
* **Company.** About your business
* **FAQ.** Common questions
### Priority levels
Mark which information is most important:
* **High priority.** Always mention (special offers, key differentiators)
* **Normal priority.** Share when relevant
* **Low priority.** Only if specifically asked
***
## Testing your knowledge
After adding information, test it:
1. **Call your number** and ask questions
2. **Review transcripts** to see how AI responded
3. **Identify gaps** where AI didn't have the answer
4. **Add missing information** to your knowledge base
Repeat this cycle for the first few weeks. Each addition closes a gap for the next call.
***
## Best practices
* Use natural language - Include variations of questions - Update regularly - Add context and nuance -
Test frequently
* Use jargon without explanation - Leave outdated information - Assume AI will guess - Add irrelevant
details - Forget edge cases
### Write like you talk
Bad:
> "Service initiation requires a minimum 48-hour advance notice period."
Good:
> "We need at least 2 days notice to schedule a service. For emergencies, call our emergency line."
### Include the why
Bad:
> "We require a \$50 deposit."
Good:
> "We require a \$50 deposit to hold your appointment. This goes toward your final bill. If you need to cancel, just give us 24 hours notice for a full refund."
### Anticipate follow-ups
If the AI says "we offer free estimates," callers will ask:
* "How do I schedule one?"
* "How long does an estimate take?"
* "What if I don't go with you?"
Add those answers to the knowledge base so the agent can answer the follow-up without bouncing the caller into a callback queue.
### Review monthly
Make a recurring 30-minute review part of your operating rhythm:
* Add any new services
* Update pricing
* Remove discontinued offerings
* Add new FAQs from real call transcripts
***
## When AI doesn't know
Even with a great knowledge base, there will be questions AI can't answer.
When this happens, AI:
1. Acknowledges it doesn't have that information
2. Offers to take the caller's info for follow-up
3. Notifies you about the knowledge gap
You'll see these gaps in your dashboard and can add the missing information.
***
## Knowledge base vs. prompts
| Knowledge Base | Custom Prompts |
| - | - |
| Facts about your business | How to handle situations |
| "We're open 9-5" | "If someone seems angry, be extra empathetic" |
| "We offer 3 services" | "Always mention our satisfaction guarantee" |
Use knowledge base for **what**. Use prompts for **how**.
***
Start building your knowledge base
Learn about custom prompts
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