The Knowledge tab (Receptionist → AI Voice → Knowledge) is where your AI looks things up during a call. When a caller asks something like "Where do I park?" or "What's your cancellation policy?", the AI searches this library and answers from the closest matches.
Knowledge tab vs. the Voice tab box
- Anything else it should know (Voice tab, What it knows card) is one free-text box, up to 8,000 characters, added to every call. Good for a few short, always-relevant facts. See Train your AI on your FAQs.
- The Knowledge tab is a searchable library. On each question the AI pulls only the few entries that match best, so it stays accurate as the library grows.
Your hours, services and accepted insurance are already known to the AI from their own settings; you don't need entries for them.
Import your website
- Enter your site's address in the banner at the top of the tab (it's filled in if your practice already has a website saved).
- Click Import.
FrontDesk reads up to 8 pages of your site and summarizes the content into entries. It usually takes under a minute ("Reading your website…"), and a message then says how many entries came from how many pages. Review them and switch off anything you don't want the AI to use.
After the first import, the banner shows your site, how many entries were imported and when. Re-import replaces the previous website entries with fresh ones, and Change points the import at a different address. Entries you added yourself are never touched by an import.
Add entries yourself
Click Add next to the search box and fill in:
- Title: the topic, for example "Parking" or "New patient paperwork".
- Category: 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. Write it the way the AI should say it out loud, in short plain sentences.
Click Save. Entries you create show an Added by you badge.
Manage your entries
- Search what the AI knows… filters the list by title and content.
- The switch on each entry takes it out of use without deleting it; switched-off entries are ignored on calls, and each category shows how many are off.
- Click an entry to edit it; Delete (with a confirmation) removes it.
- Click a category heading to collapse or expand it.
Limits
The meter above the list shows Entries (up to 200) and Total size (up to 250,000 characters). A single entry holds up to 3,000 characters; paste something longer and it's split into several focused entries automatically. At the entry limit, Add tells you to delete some entries first.
If the page says some entries look like duplicates, trim them: near-identical entries crowd out the right answer.
Insurance
The Accepted insurance card on this tab tells the AI which plans you take. See Set your accepted insurance.
Keep it current
Update the knowledge base whenever a policy, price, provider or procedure changes, or re-import after you update your website. Then place a test call and ask the question to confirm the answer.