Out of the box your agent is a great conversationalist that knows nothing about your business. Knowledge fixes that — it’s the set of facts your agent draws on to answer questions on calls.
Add knowledge
In your agent’s knowledge section you can:
- Add your website. Paste your URL and Vocal reads your pages and pulls out the useful facts — services, hours, locations, policies.
- Add documents and notes. Paste or write anything callers ask about: price lists, service areas, insurance accepted, seasonal policies, parking instructions, cancellation rules.
Your agent uses whatever is relevant to each question and simply won’t invent answers to things it doesn’t know — pair knowledge with a rule for what to do when a question is out of bounds (“take a message and flag it for the office”).
What to include
The test is simple: what do callers actually ask? For most businesses that’s:
- Hours, address, parking, service area
- What you do and don’t do (“do you handle commercial?”, “do you take my insurance?”)
- Pricing policy — even if the policy is “we quote after a site visit,” write that down
- What happens next — how appointments, estimates, or intake work
What to leave out
- Anything you wouldn’t want said out loud on a call — internal notes, margins, personal data.
- Stale promotions. An agent confidently quoting last month’s discount is worse than one that says nothing.
Your Inbox is a knowledge to-do list. Any call where the agent had to take a message on a question you could have answered — add the answer, test, publish.
