Teach your Secretary about your business
The knowledge base is what the Secretary reads before every reply. What to put in it, how to write it, and the limits per plan.
Under Secretary → Knowledge base there is a text area called Business knowledge. Everything you write there is read by your Secretary before every single reply. It is the single highest-leverage thing you can fill in.
What to include
Think of the questions you answer ten times a week, and the things a new receptionist would need on day one.
- Policies: cancellations, late arrivals, deposits, refunds, no-shows, children, pets, what happens if they are late.
- Practical details: parking, which entrance, floor and buzzer, nearest station, what to bring, what to wear.
- Preparation: "Come with clean, dry hair", "Avoid caffeine two hours before", "Bring your previous scan".
- Who is who: staff names and specialities, if you want the Secretary to say "Ada does all our brow work".
- Answers to awkward questions: "Do you do walk-ins?", "Can I bring a friend?", "Do you accept cash?"
- Your tone: a line about how you like to speak to customers. "We are relaxed and friendly; first names, no 'sir'."
- Promotions and seasonal notes, with dates, so it stops mentioning them when they end.
What not to include
- Prices, durations and stock. These live in Store and the catalogue always wins. Writing them here too creates two versions that drift apart.
- Opening hours. Set them in Store → Profile; the Secretary uses those for booking.
- Anything you would not say to a customer. The Secretary uses this text verbatim.
How to write it
Plain text, short lines, one fact per line. Headings help:
CANCELLATIONS
Free up to 24 hours before. Inside 24 hours the deposit is kept.
PARKING
Free on-street parking on Elm Road after 6pm. Daytime: use the Market Street car park, 2 minutes' walk.
FIRST VISIT
Arrive 10 minutes early for a quick consultation form.
Write in the tone you want the Secretary to use with customers. If you write "no refunds under any circumstances", that is how it will sound.
Limits
Pro and Business allow up to 8,000 characters here. If you have more, move long reference material (full menus, brochures, terms) into documents and website sources and keep this box for the essentials.
After you change it
Tap Save changes. New conversations use the new text immediately; there is nothing to retrain for plain text. Test it: open your booking page and ask the Secretary the question you just answered.
Let it write itself
Two shortcuts:
- In Secretary → Chat, say "Add to the FAQ that we are closed on public holidays" and the Secretary edits the knowledge base for you.
- Draft the whole thing with an AI assistant using the recipe in Generate your knowledge base with AI.