How Presbot Smart Assistant uses your Knowledge

What is Smart Assistant?

Smart Assistant helps Presbot respond when a visitor asks a question that is not fully covered by a saved answer.

It uses the business information you add to Knowledge to form a useful response.

This gives visitors more flexibility. They can ask questions in their own words instead of choosing only from a fixed list.

How Smart Assistant works

When a visitor asks a question, Presbot first looks for the most useful information available.

Depending on how your assistant is configured, the response may come from:

• A saved answer you wrote
• Your business Knowledge
• A follow-up flow that collects visitor details

Saved answers are best for important questions where you want full control over the wording.

Knowledge helps Smart Assistant respond to broader or more specific questions that may not match a saved answer exactly.

An example

Imagine that your Knowledge includes this information:

Saturday appointments are available twice per month. Sunday appointments are not currently available. Visitors can request a preferred date, and the team will confirm the closest available time.

A visitor may ask:

• Are you open on weekends?
• Can I book something on Saturday?
• Do you have Sunday appointments?

These questions use different words, but they depend on the same business information.

Smart Assistant can use the Knowledge you provided to answer each question in a relevant way.

Saved answers and Knowledge serve different purposes

Saved answers and Knowledge work best together.

Use a saved answer when:

• The question is asked frequently
• The wording must be exact
• The answer includes an important policy
• You want every visitor to receive the same response
• The response should include a specific next step

Use Knowledge when:

• Visitors may ask the same question in several ways
• The information supports many related questions
• The answer depends on business context
• You want Smart Assistant to handle more specific questions
• The subject does not need one fixed response

For example, your cancellation policy may appear in Knowledge so Smart Assistant understands it broadly. You may also create a saved answer for the direct question, “What is your cancellation policy?”

Smart Assistant can only use the information you provide

Smart Assistant is most useful when your Knowledge is clear, complete, and current.

If important information is missing, the response may be less specific than you want.

For example, if your Knowledge says only:

We serve nearby areas.

Smart Assistant may not be able to answer whether a specific city is included.

A clearer entry would be:

We serve Portland, Beaverton, Lake Oswego, and locations within 25 miles of downtown Portland.

The second version gives Smart Assistant enough detail to provide a useful answer.

Clear Knowledge leads to clearer answers

Write Knowledge in complete sentences and use specific facts.

Helpful information may include:

• Services you provide
• Who you serve
• Locations and service areas
• Business hours
• Typical timelines
• Pricing factors
• Policies
• Booking steps
• Important limitations

Avoid short notes that require extra explanation.

Instead of:

Rush jobs sometimes.

Write:

Rush projects may be available when the schedule allows. An additional fee may apply, and availability must be confirmed before work begins.

Smart Assistant should not guess

Do not rely on Smart Assistant to invent information that is missing from your Knowledge.

If a visitor asks about something you have not provided, the safest response is usually to acknowledge the limit and offer a next step.

For example:

I do not have enough information to confirm that. You can request a follow-up, and the team can help.

This is better than giving a confident but inaccurate answer.

Add important limitations

Knowledge should explain what your business does not offer when that information matters.

Examples include:

• No emergency service
• No same-day appointments
• No international shipping
• No legal or medical advice
• No service outside a defined area

Limitations help Smart Assistant avoid sending visitors in the wrong direction.

When possible, include an alternative.

For example:

We do not offer same-day appointments. The earliest available times are usually within three business days.

Keep important facts consistent

Conflicting information can lead to confusing responses.

Check that your saved answers and Knowledge agree on:

• Prices
• Hours
• Locations
• Service areas
• Policies
• Booking steps
• Response times

If one saved answer says you are open on Saturdays but Knowledge says weekdays only, visitors may receive inconsistent information.

Use one accurate version of each important fact.

Test different ways of asking the same question

Visitors may not use the same wording you expect.

After adding Knowledge, preview your assistant and ask the same question in several ways.

For example:

• How much does it cost?
• What do you charge?
• Can you give me a price?
• Do you have starting prices?

Review whether each response is accurate, helpful, and consistent.

If one version produces a weak answer, improve the related Knowledge or create a saved answer.

When to create a new saved answer

Smart Assistant may answer a question well from Knowledge, but some subjects still benefit from a saved answer.

Create one when:

• The same question appears often
• The answer needs careful wording
• The response should always include a link
• The question relates to pricing, policy, safety, or eligibility
• You want to guide visitors into a specific follow-up flow

Saved answers give you more control. Knowledge gives Smart Assistant more flexibility.

When to improve Knowledge

Improve Knowledge when Smart Assistant:

• Gives an answer that is too general
• Misses an important detail
• Cannot confirm a location or service
• Provides an unclear next step
• Responds differently to similar questions

Look at the exact information the response needed, then add it in a clear and specific form.

Review visitor questions regularly

Visitor questions can show you what is missing from your assistant.

Look for patterns such as:

• Repeated questions
• Questions that receive vague answers
• Subjects not covered by Quick topics
• Policies visitors misunderstand
• Questions that often lead to follow-up requests

Use these patterns to improve Knowledge and decide which new saved answers to create.

Keep Knowledge current

Smart Assistant relies on the information available at the time of the conversation.

Review Knowledge when your business changes:

• Services
• Pricing
• Hours
• Locations
• Policies
• Availability
• Booking steps

Outdated Knowledge can create incorrect answers even when the assistant is working as expected.

Smart Assistant checklist

Before relying on Smart Assistant, confirm that:

• Your main services are described clearly
• Important policies are included
• Locations and service areas are specific
• Hours and availability are current
• Limitations are explained
• Saved answers and Knowledge agree
• Common questions have been tested
• Visitors have a clear follow-up option

Next steps

Start by reviewing how to add useful Knowledge and how to write clear saved answers.

You can also review how to write effective Quick topics and how to create your first Presbot assistant.

Create your Presbot assistant or compare Presbot plans.