Adding business facts to the AI prompt (FAQ editor)

Q: Where to add facts

Settings → Voice → Business FAQ. It's a free-form list — one fact per line. Examples:

Q: What makes a good FAQ entry

| Quality | What it means | |---|---| | Specific | "$89 diagnostic fee, waived on repair" beats "reasonable diagnostic fees". | | Discrete | One fact per line, no compound paragraphs. | | Customer-relevant | Facts a caller might ask about, not internal-only details. |

Q: What NOT to put in the FAQ

| Avoid | Why | |---|---| | Customer-facing marketing | This isn't a brochure; it's reference data. | | Internal-only details | Tech personalities, internal pricing tiers, vendor relationships — the AI might leak them when asked. | | Time-sensitive promos | "$50 off this month only" — you'll forget to remove them. Use a different channel. |

The Business FAQ in your AI Receptionist settings is where you put facts the AI should know about your shop. Pricing, brands serviced, hours, warranty terms — anything you'd want the AI to answer correctly when a caller asks.

Note

This is NOT a customer-facing knowledge base. It's a prompt-customization tool — the facts you list here become context the AI reads from when handling calls.

Where to add facts

Settings → Voice → Business FAQ. It's a free-form list — one fact per line. Examples:

Diagnostic fee is $89, waived if we do the repair.
We service Carrier, Trane, Lennox, Goodman, and Rheem.
Standard service hours are 8 AM to 6 PM, Monday through Friday.
After-hours emergency rate is 1.5× standard.
We serve the Phoenix metro within 25 miles of our shop.
We do NOT cover Tucson or Flagstaff.
All installations carry a 10-year parts warranty.

What makes a good FAQ entry

Quality	What it means
Specific	"$89 diagnostic fee, waived on repair" beats "reasonable diagnostic fees".
Discrete	One fact per line, no compound paragraphs.
Customer-relevant	Facts a caller might ask about, not internal-only details.

How the AI uses your FAQ

When a caller asks a question, the AI's instructions include all your FAQ entries as context. If the question matches a fact, the AI answers directly. If it doesn't, the AI takes a message and notes the unanswered question — you'll see it as a follow-up task.

Tip

Save and your next call uses the new FAQ. No retraining, no propagation delay.

What NOT to put in the FAQ

Avoid	Why
Customer-facing marketing	This isn't a brochure; it's reference data.
Internal-only details	Tech personalities, internal pricing tiers, vendor relationships — the AI might leak them when asked.
Time-sensitive promos	"$50 off this month only" — you'll forget to remove them. Use a different channel.

Auditing what the AI's saying

Every call generates a transcript. Pull a few each week (especially low-rated ones) and check whether the AI's answers match your FAQ. If you see hallucinations, tighten the FAQ entries.