Guides, September 15, 2026, 4 min read
What to put in your agent's knowledge base (and what to leave out)
Your agent is only as good as what it can look up. Start with these five sources, in this order.
When your agent answers a question, it first looks through your knowledge base for the most relevant information, then answers from it. If the answer isn't there, it says it doesn't know. So what you add, and how clearly it's written, shapes every conversation.
Start with these, in order
- An FAQ. Write down the ten questions you answer most on the phone, with short answers. This is the single highest-value thing you can add.
- Your services or products page. Add the URL so the agent knows what you offer.
- Prices. Even ranges help. “Cleanings start at $95” beats “prices vary”.
- Hours, location and parking. Boring, and asked constantly.
- Policies. Cancellations, returns, insurance, payment methods.
Leave these out
- Internal documents with staff names, margins or anything you wouldn't say to a customer.
- Outdated price lists. Delete old versions so the agent never quotes them.
- Long marketing pages with little concrete information. They add noise, not answers.
Keep it fresh
When your prices or hours change, update the source and re-index it. A quick monthly check of your conversations shows which questions the agent couldn't answer. Those are your next FAQ entries.
Written by the VeyCall team.