Train your AI on your business

The knowledge base is everything your AI needs to handle a call well: what you do, what you charge, what your policies are, and what to say when a caller asks the question you hear every week. Think of it as onboarding a new employee, with the difference that everything you write is available on every call from that moment forward.

What goes in

Business basics. Name, location, hours, service area.
Services. What you offer, with pricing and what is included.
Policies. Cancellation, payment, guarantees, emergency rates.
FAQs. The questions you hear every week, in the words your customers actually use.
Procedures. How to handle the unusual cases like emergency calls, after-hours requests, or escalations.

Why it is worth the 30 minutes

The same caller, asking the same question, can lead to two very different outcomes depending on whether the AI has the answer. Without a knowledge base:

Caller: Do you offer free estimates? RevDesk: I am not sure about that. Let me take your information and have someone call you back.

With a knowledge base:

Caller: Do you offer free estimates? RevDesk: Yes, all of our estimates are free. Want to grab a slot for tomorrow?

One conversation produces a callback queue. The other produces a booked appointment. Same caller, same 30 seconds.

What to add first

Start with the essentials

Add your services

For each service, include:

Field	Example
Service name	AC Repair
Description	We fix all AC issues, including no cooling, strange noises, and leaks
Price range	$89-$250 depending on the issue
Duration	Usually 1-2 hours
What’s included	Diagnosis, parts, labor, 90-day warranty

Add policies

Common policies to document:

Cancellation. 24-hour notice required
Payment. Cash, card, financing available
Guarantee. 100% satisfaction or we fix it free
Service area. Within 30 miles of downtown
Emergency rates. After-hours calls have additional fee

Add FAQs

Document the questions you get asked most:

Question	Answer
Do you offer financing?	Yes, we offer 0% financing for 12 months on jobs over $1,000
Are you licensed and insured?	Yes, fully licensed (#123456) and insured
How quickly can you come out?	Usually within 24-48 hours, same-day for emergencies
Do you work on all brands?	Yes, we service all major brands

How to add knowledge

Option 1: Type it in

The simplest approach. Go to your knowledge base and add entries:

Q: Do you offer free estimates?
A: Yes, all our estimates are completely free with no obligation.

Option 2: Import from documents

Upload existing documents and RevDesk extracts the knowledge:

PDF brochures
Website content
Training manuals
FAQ documents

Option 3: Import from your website

Give RevDesk your website URL and it will:

Crawl your pages
Extract relevant information
Organize it into your knowledge base

You review and approve what gets added.

Organizing knowledge

Priority levels

Mark which information is most important:

High priority. Always mention (special offers, key differentiators)
Normal priority. Share when relevant
Low priority. Only if specifically asked

Testing your knowledge

After adding information, test it:

Call your number and ask questions
Review transcripts to see how AI responded
Identify gaps where AI didn’t have the answer
Add missing information to your knowledge base

Repeat this cycle for the first few weeks. Your AI gets smarter with each addition.

Best practices

Do

Use natural language
Include variations of questions
Update regularly
Add context and nuance
Test frequently

Don't

Use jargon without explanation
Leave outdated information
Assume AI will guess
Add irrelevant details
Forget edge cases

Write like you talk

Bad:

“Service initiation requires a minimum 48-hour advance notice period.”

Good:

“We need at least 2 days notice to schedule a service. For emergencies, call our emergency line.”

Include the why

Bad:

“We require a $50 deposit.”

Good:

“We require a $50 deposit to hold your appointment. This goes toward your final bill. If you need to cancel, just give us 24 hours notice for a full refund.”

Anticipate follow-ups

If the AI says “we offer free estimates,” callers will ask:

“How do I schedule one?”
“How long does an estimate take?”
“What if I don’t go with you?”

Add those answers to the knowledge base so the agent can answer the follow-up without bouncing the caller into a callback queue.

Review monthly

Make a recurring 30-minute review part of your operating rhythm:

Add any new services
Update pricing
Remove discontinued offerings
Add new FAQs from real call transcripts

When AI doesn’t know

Even with a great knowledge base, there will be questions AI can’t answer. When this happens, AI:

Acknowledges it doesn’t have that information
Offers to take the caller’s info for follow-up
Notifies you about the knowledge gap

You’ll see these gaps in your dashboard and can add the missing information.

Knowledge base vs. prompts

Knowledge Base	Custom Prompts
Facts about your business	How to handle situations
”We’re open 9-5"	"If someone seems angry, be extra empathetic"
"We offer 3 services"	"Always mention our satisfaction guarantee”

Use knowledge base for what. Use prompts for how.

Add Business Info

Start building your knowledge base

Custom Prompts

Learn about custom prompts

​What goes in

​Why it is worth the 30 minutes

​What to add first

​Start with the essentials

​Add your services

​Add policies

​Add FAQs

​How to add knowledge

​Option 1: Type it in

​Option 2: Import from documents

​Option 3: Import from your website

​Organizing knowledge

​Categories

​Priority levels

​Testing your knowledge

​Best practices

Do