What is a knowledge base?
A knowledge base is everything your AI needs to know to help your customers:- Business basics. Name, location, hours
- Services. What you offer and pricing
- Policies. Cancellation, payment, guarantees
- FAQs. Common questions and answers
- Procedures. How you handle specific situations
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 | 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: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:- Crawl your pages
- Extract relevant information
- Organize it into your knowledge base
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:- Call your number and ask questions
- Review transcripts to see how AI responded
- Identify gaps where AI didn’t have the answer
- Add missing information to your knowledge base
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
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” |
Add Business Info
Start building your knowledge base
Custom Prompts
Learn about custom prompts