How to add useful Knowledge to your Presbot assistant

What is Knowledge?

Knowledge is the business information you add to Presbot so your assistant can answer questions that are not covered by a saved answer.

It can include details about your services, policies, locations, availability, booking process, pricing factors, and other information visitors may need.

Saved answers are best for important questions that need a controlled response. Knowledge gives the Smart Assistant broader context for more specific or unexpected questions.

Why Knowledge matters

Visitors do not always ask questions in the same way.

One person may ask, “Do you work on weekends?” Another may ask, “Can I book something on Saturday?” Both questions may depend on the same business information.

Useful Knowledge helps the assistant understand that context and give a relevant response.

Good Knowledge can help your assistant:

• Answer more specific visitor questions
• Explain your services clearly
• Share accurate policies and requirements
• Guide visitors toward the right next step
• Reduce vague or incomplete responses

Start with the information visitors need most

You do not need to add every detail about your business at once.

Begin with the information that helps visitors decide whether your business can help them.

Useful starting areas include:

• What your business does
• Who you serve
• Your main services or products
• Your location or service area
• Your business hours
• How appointments or projects begin
• Common policies
• Typical timelines

Add the most important information first, then expand it as you notice new visitor questions.

Use clear sections

Organize Knowledge into short sections with descriptive headings.

For example:

• About our business
• Services
• Pricing
• Service area
• Business hours
• Appointments
• Cancellation policy
• Support

Clear sections make the information easier to review and update.

They also help you notice when an important subject is missing.

Write complete and specific sentences

Knowledge should be easy to understand without extra context.

Avoid entering isolated words or unclear notes.

Instead of:

Weekends sometimes.

Write:

Saturday appointments are available twice per month. Sunday appointments are not currently available.

Instead of:

Portland plus nearby.

Write:

We serve customers in Portland, Beaverton, Lake Oswego, and nearby areas within 25 miles.

Specific sentences give the assistant more useful context.

Describe your services clearly

Explain what each service includes and who it is for.

For each service, consider adding:

• A simple description
• Who the service is designed for
• What is included
• What is not included
• Typical timing
• Any requirements
• The next step

For example:

Website maintenance

We provide ongoing website maintenance for small businesses. This includes software updates, security checks, small content changes, and monthly backups. New page design and large development projects are quoted separately.

This is more useful than entering only:

Website maintenance available.

Add pricing context carefully

If your prices are fixed, you can include them directly.

If pricing depends on the work, explain the main factors that affect the cost.

For example:

Project pricing depends on the number of pages, the amount of custom design work, and whether content or photography is needed. We provide a written estimate after an introductory call.

This helps visitors understand the process without promising an inaccurate price.

Review pricing information whenever your rates or plans change.

Explain your service area and availability

Visitors often want to know whether you serve their location or have time available.

Add clear details about:

• Cities or regions you serve
• Travel limits
• Remote or in-person options
• Business hours
• Weekend availability
• Typical response times

For example:

We work with clients across the United States through video calls. In-person meetings are available in the San Francisco Bay Area by appointment.

Or:

Our support team responds Monday through Friday between 9 a.m. and 5 p.m. Pacific Time. Most messages receive a reply within one business day.

Include important policies

Knowledge can help visitors understand your policies before they contact you.

Useful policies may include:

• Cancellation and rescheduling
• Refunds
• Deposits
• Returns
• Shipping
• Payment methods
• Warranties
• Appointment requirements

Keep policy explanations simple and accurate.

For example:

Appointments can be rescheduled without a fee when you contact us at least 24 hours in advance. Late cancellations may require a new deposit.

Do not shorten legal or safety information in a way that changes its meaning.

Add the steps visitors should follow

Explain how someone begins working with your business.

A clear process reduces uncertainty and helps visitors know what to expect.

For example:

1. Share a short description of what you need.
2. Choose a preferred time for a consultation.
3. Our team reviews the request and confirms the appointment.
4. After the consultation, we send a recommendation and estimate.

You can also explain what information visitors should prepare before contacting you.

Include common limitations

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

This can prevent confusion and unqualified requests.

For example:

• We do not provide emergency service.
• We do not repair products purchased from other manufacturers.
• We do not offer legal or medical advice.
• We do not ship outside the United States.
• We do not accept same-day appointments.

Write limitations respectfully and include an alternative when possible.

For example:

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

Avoid private or sensitive information

Only add information that is appropriate to share with website visitors.

Do not add:

• Passwords
• Private customer information
• Internal financial records
• Employee personal details
• Confidential contracts
• Private notes about customers or projects
• Security codes or access instructions

If information should remain private, it should not be added to Knowledge.

Avoid vague marketing language

Knowledge should contain useful facts, not only promotional statements.

For example, instead of:

We provide world-class solutions and unmatched customer experiences.

Write:

We provide bookkeeping, payroll support, and monthly financial reports for businesses with fewer than 50 employees.

The second version gives the assistant information it can use in an answer.

Do not repeat the same information too many times

Repeating the same fact in several different ways can make Knowledge harder to maintain.

Choose one clear version of each important fact.

If the same information belongs in more than one section, keep the wording consistent.

For example, business hours should not say Monday through Friday in one section and Tuesday through Saturday in another.

Use saved answers for controlled responses

Some information is important enough to deserve a saved answer rather than relying only on Knowledge.

Use a saved answer when:

• The wording must be exact
• The question is asked frequently
• The answer includes an important policy
• The response should always include a specific next step
• The subject could create confusion if answered vaguely

For example, your cancellation policy may belong in Knowledge for broader context, but a saved answer can provide the exact response when someone asks about cancelling an appointment.

Test Knowledge with real questions

After adding Knowledge, preview your assistant and ask questions a visitor may use.

Test different ways of asking the same thing.

For example:

• Do you work on Saturdays?
• Can I book a weekend appointment?
• Are you open this weekend?

Check whether the answers are clear, accurate, and consistent.

Also test questions that Knowledge should not answer.

If the assistant gives an uncertain or incorrect response, improve the relevant section or create a saved answer.

Review Knowledge regularly

Business information changes over time.

Review Knowledge when you update:

• Services
• Prices
• Hours
• Locations
• Policies
• Team availability
• Booking steps
• Contact details

Set a regular reminder to review your information, especially if your business changes seasonally.

Accurate Knowledge is more useful than a large amount of outdated information.

Example Knowledge structure

You can use a simple structure like this:

About the business

We are a residential landscaping company serving homeowners in Austin and nearby communities. We provide garden design, seasonal cleanup, lawn care, and irrigation maintenance.

Business hours

Our office is open Monday through Friday from 8 a.m. to 5 p.m. Field appointments are available on selected Saturdays.

Service area

We serve Austin, Round Rock, Cedar Park, Pflugerville, and locations within 30 miles of central Austin.

Estimates

Initial estimates are free for properties within our standard service area. Larger design projects may require an on-site planning appointment.

Scheduling

Most routine appointments are available within seven to ten business days. Seasonal cleanup appointments may take longer during spring and autumn.

Next step

Visitors can request a follow-up and share their address, preferred service, and timing. Our team will review the request and confirm availability.

Knowledge checklist

Before relying on a Knowledge section, ask:

• Is the information accurate?
• Is it written in complete sentences?
• Is it specific enough to be useful?
• Can a new visitor understand it?
• Does it explain important limitations?
• Is private information excluded?
• Does it match your saved answers?
• Is the next step clear?

If the answer is yes to each question, the section is ready to use.

Next steps

Knowledge works best alongside focused Quick topics and clear saved answers.

Review how to write effective Quick topics, how to write clear saved answers, and how to create your first Presbot assistant.

Create your Presbot assistant or compare Presbot plans.