Video tutorial coming soon!
Your AI is only as good as the information it has. Knowledge bases are how you teach it about your business.
What is a knowledge base? A knowledge base is everything your AI needs to know to help your customers:
Business basics. Name, location, hoursServices. What you offer and pricingPolicies. Cancellation, payment, guaranteesFAQs. Common questions and answersProcedures. How you handle specific situations
Think of it as training a new employee. What would they need to know on day one?
Why it matters Without knowledge:
Caller : “Do you offer free estimates?”
AI : “I’m not sure about that. Let me take your information and have someone call you back.”
With knowledge:
Caller : “Do you offer free estimates?”
AI : “Yes, all our estimates are free! Would you like to schedule one?”
The difference is huge. Knowledgeable AI converts callers. Unknowledgeable AI frustrates them.
What to add Start with the essentials Add your services For each service, include:
Field Example Service name AC Repair Description We fix all AC issues — no cooling, strange noises, leaks Price range 89 − 89- 89 − Duration Usually 1-2 hours What’s included Diagnosis, parts, labor, 90-day warranty
Add policies Common policies to document:
Cancellation. 24-hour notice requiredPayment. Cash, card, financing availableGuarantee. 100% satisfaction or we fix it freeService area. Within 30 miles of downtownEmergency 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 CallDesk extracts the knowledge:
PDF brochures
Website content
Training manuals
FAQ documents
Option 3: Import from your website Give CallDesk your website URL and it will:
Crawl your pages
Extract relevant information
Organize it into your knowledge base
You review and approve what gets added.
Organizing knowledge Categories Group related information:
Services. What you offerPricing. Costs and packagesPolicies. Rules and proceduresCompany. About your businessFAQ. Common questions
Priority levels Mark which information is most important:
High priority. Always mention (special offers, key differentiators)Normal priority. Share when relevantLow priority. Only if specifically asked
Testing your knowledge After adding information, test it:
Call your number and ask questionsReview transcripts to see how AI respondedIdentify gaps where AI didn’t have the answerAdd missing information to your knowledge base
Repeat this cycle for the first few weeks. Your AI gets smarter with each addition.
Best practices
Do
Use natural language
Include variations of questions
Update regularly
Add context and nuance
Test frequently
Don't
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.”
When AI doesn’t know Even with a great knowledge base, there will be questions AI can’t answer.
When this happens, AI:
Acknowledges it doesn’t have that information
Offers to take the caller’s info for follow-up
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 bases for what . Use prompts for how .