Your AI already knows your hours, services, providers, and how to book. Custom Knowledge is for everything else your callers ask about — the stuff only your front-desk staff would normally know.
How to add custom knowledge
- Open Settings → AI Voice → Settings tab.
- Scroll to the Custom Knowledge section.
- Write or paste your content (up to 8,000 characters).
- Click Save Settings.
The next inbound call uses it.
What to include
Think of the questions your front desk gets asked over and over:
- Parking & directions — "We're in the medical building on the corner of 5th and Main. Free parking in the lot behind the building; do not park in the bank lot next door."
- Insurance accepted — "We accept Delta Dental, Cigna, Aetna, MetLife, and most PPOs. We do not accept Medicaid or HMO plans."
- Pre-appointment prep — "For cleanings: brush before arriving, no food in the last hour. For deep cleaning: take ibuprofen 30 minutes before."
- Pricing transparency — "New patient exams are $89 including X-rays. We offer a 10% discount for cash payment at time of service."
- Holiday hours — "Closed Thanksgiving and the day after. Closed Christmas Eve at 12pm, all day Christmas. Closed New Year's Day."
- What to bring — "Government ID, insurance card, list of current medications, and your prescription bottles if doing a med review."
Format tips that work well
The AI parses unstructured text well, but these patterns improve accuracy:
PARKING: Behind the building, free for patients. Validate at front desk.
INSURANCE WE ACCEPT: Delta Dental PPO, Cigna, Aetna, MetLife, BCBS.
INSURANCE WE DO NOT ACCEPT: Medicaid, HMO plans, Kaiser.
LANGUAGES: English, Spanish (Dr. Garcia and Maria).
POLICIES:
- 24-hour cancellation required or $50 fee
- New patients: arrive 15 minutes early
- Children under 18 must have a parent present
Capitalized labels, blank lines between topics, and consistent bullet style all help. Avoid contradicting your service or hours settings — when those conflict, the live settings win.
What's already built-in (you don't need to add)
- Business hours (per day of week, including breaks)
- Service names, durations, and providers
- Location addresses and phone numbers
- Appointment availability (live from your calendar)
- Booking rules (lead time, cancellation window)
What's next
- Test changes from Settings → AI Voice → Call Scripts — run the "General Inquiry" script after adding knowledge to confirm it's being used
- Review call transcripts in Call Logs to spot questions you should add answers for