The Knowledge tab (Settings → AI Voice → Knowledge) is where your AI looks things up while it's on a call. When a caller asks something — "Do you take my insurance?", "Where do I park?", "What's your cancellation policy?" — the AI searches this library and answers from the closest match.
Knowledge tab vs. Custom Knowledge
These are two different tools, and it's worth knowing which to use:
- Custom Knowledge (on the Voice tab) is a single free-text box that's added to every call. Good for a few short, always-relevant facts.
- The Knowledge tab is a structured, searchable library. Your AI pulls only the entries relevant to what the caller asked, so it stays accurate even as the library grows.
For anything a caller might ask, the Knowledge tab is the better home. See Train your AI on your FAQs for the Custom Knowledge field.
Import your website (fastest start)
If you have a website, this is the quickest way to fill your knowledge base:
- Enter your site's URL in the import banner at the top of the tab.
- Click Import.
The system crawls up to eight pages of your site, reads the content, and summarizes it into short Q&A entries automatically. It usually finishes in under a minute and runs in the background, so you can keep working.
- Re-importing replaces the previous website-sourced entries with fresh ones — handy after you update your site.
- Anything you added by hand is never touched by an import.
- Your website URL is saved to your practice, so confirmation messages and other features can link to it.
Add entries by hand
Click Add entry and fill in:
- Title — the topic, e.g. "Parking" or "New patient paperwork".
- Category — pick from General, Services, Insurance, Billing, Policies, Pre-visit, Post-visit, Directions, Forms, Providers, or Other. Entries are grouped by category on the page.
- Content — the answer itself. Write it how the AI should say it out loud — short, plain sentences work best on the phone.
Entries you create show an Added by you badge; imported ones are marked as coming from your website.
Manage your entries
- Search the whole library from the bar at the top to find an entry fast.
- Toggle active/inactive to temporarily retire an entry without deleting it. Inactive entries are ignored on calls.
- Edit or Delete any entry at any time.
Insurance
The Knowledge tab also includes a dedicated accepted insurance card so callers get an accurate yes/no. See Set your accepted insurance for details.
Keep it current
Treat the knowledge base like your front desk's cheat sheet: update it whenever a policy, price range, provider, or hour changes. After a meaningful update, place a test call and ask the question to confirm the AI answers the way you want.