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Your AI needs to know about your business to help your customers. The more information you provide, the better it can answer questions and represent your company.

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Essential information

Start with the basics. This is the minimum your AI needs:

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Example: Essential info

Business name: Johnson Plumbing
Description: Full-service plumbing for residential and commercial properties
Hours: Monday-Friday 8am-6pm, Saturday 9am-2pm
Location: Austin, TX metro area (30-mile radius)
Phone: (512) 555-1234

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Services

List what you offer. Be specific about what’s included.

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How to structure services

For each service, include:
FieldExample
NameDrain Cleaning
DescriptionClear clogged drains in sinks, tubs, and showers
Price range75−75-150 depending on severity
DurationUsually 30-60 minutes
What’s includedDiagnosis, clearing, testing, cleanup

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Example: Service list

1. Emergency Repairs
   - Available 24/7
   - $150 service call fee
   - Common issues: burst pipes, major leaks, no hot water

2. Drain Cleaning
   - $75-$150 depending on severity
   - Usually 30-60 minutes
   - Includes snaking and testing

3. Water Heater Service
   - Repair: $100-$400
   - Replacement: $800-$2,500 installed
   - All major brands

4. Fixture Installation
   - Faucets: $150-$300 installed
   - Toilets: $200-$400 installed
   - Includes removal of old fixture

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Policies

Document your business policies so AI can communicate them clearly.

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Common policies to include

PolicyExample
Cancellation24-hour notice required. Same-day cancellations may incur a $50 fee.
PaymentWe accept cash, all major credit cards, and offer financing for jobs over $1,000.
WarrantyAll work is guaranteed for 1 year. Parts have manufacturer warranty.
Service areaWe serve the Austin metro area within 30 miles of downtown.
EstimatesAll estimates are free with no obligation.
Emergency ratesAfter-hours calls (6pm-8am, weekends) have a $75 surcharge.

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FAQs

Add questions your customers frequently ask. This is the fastest way to make AI smarter.

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How to write good FAQs

Bad FAQ: 
Q: What services do you offer?
A: We offer many services.
Good FAQ: 
Q: What services do you offer?
A: We handle all residential plumbing: drain cleaning, leak repair,
   water heater service, fixture installation, and emergency repairs.
   For commercial properties, please call to discuss your needs.

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Example FAQs

Q: Do you offer free estimates?
A: Yes! All estimates are free with no obligation. We'll come out,
   assess the situation, and give you an honest quote before any work begins.

Q: Are you licensed and insured?
A: Yes, we're fully licensed (TX #12345) and carry $1 million in liability
   insurance. We're happy to provide documentation.

Q: How quickly can you come out?
A: For emergencies, we aim to arrive within 2 hours. For non-urgent
   service, we can usually schedule within 24-48 hours.

Q: Do you charge for the service call if I don't do the repair?
A: We charge a $50 diagnostic fee if you choose not to proceed. If you
   do the repair with us, the diagnostic fee is waived.

Q: Do you work on all brands of water heaters?
A: Yes, we service all major brands including Rheem, AO Smith, Bradford
   White, and Tankless units from Rinnai and Navien.

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Adding information

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Option 1: Type it in

Go to Settings → Knowledge Base and add entries directly:
  1. Click “Add Entry”
  2. Choose category (Service, Policy, FAQ, etc.)
  3. Enter the information
  4. Save

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Option 2: Import from documents

Upload existing documents:
  • PDF brochures
  • Website content exports
  • Training manuals
  • Existing FAQ documents
CallDesk extracts the relevant information and adds it to your knowledge base.

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Option 3: Import from your website

Provide your website URL:
  1. Go to Settings → Knowledge Base → Import
  2. Enter your website URL
  3. CallDesk crawls your site and extracts information
  4. Review and approve what gets added

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Organization

Keep your information organized by category:
CategoryWhat goes here
CompanyName, description, history, values
ServicesWhat you offer and pricing
PoliciesRules and procedures
FAQCommon questions
TeamStaff names and roles (if relevant)
LocationAddress, service area, directions

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Best practices

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Be specific

Vague:
“We offer competitive pricing.”
Specific:
“Drain cleaning starts at $75. Emergency calls have a $150 service fee.”

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Include context

Missing context:
“Yes, we offer financing.”
With context:
“Yes, we offer 0% financing for 12 months on jobs over $1,000. Application takes about 5 minutes and most people are approved instantly.”

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Anticipate follow-ups

If AI says “We offer free estimates,” customers might ask:
  • “How do I schedule one?”
  • “How long does an estimate take?”
  • “What if I don’t go with you?”
Include these answers in your knowledge base.

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Update regularly

Review your knowledge base monthly:
  • Add new services
  • Update pricing
  • Remove discontinued offerings
  • Add new FAQs based on real calls

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Testing your information

After adding business info:
  1. Call your number and ask questions
  2. Check the answers. Are they accurate?
  3. Review transcripts. Did AI handle questions well?
  4. Identify gaps. What couldn’t AI answer?
  5. Add missing information. Fill the gaps

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What if AI doesn’t know something?

When AI encounters a question it can’t answer:
  1. Acknowledges the gap. “I don’t have that information handy”
  2. Offers to help. “Let me take your info and have someone call you back”
  3. Notifies you. You see the knowledge gap in your dashboard
  4. You fill it. Add the answer to prevent future gaps

Add Business Info

Start building your knowledge base.