Teach your receptionist with a knowledge base

A knowledge base is a private library your receptionist answers from: your services, prices, policies, directions, FAQs. When a caller asks something, the receptionist searches every library attached to it. If nothing matches well, it says it doesn't have that answer instead of guessing.

Create a knowledge base

You can also create a library straight from the receptionist's Knowledge base tab with New knowledge base.

Add documents

Open a library. Under Documents you have four ways to add content:

• Upload file. PDF, Word (.docx), plain text, Markdown, HTML or CSV.
• Paste text. Paste a policy, a price list or any reference text.
• Add Q&A. Type common questions and their answers, one pair at a time.
• A web page. Type the address and press Add URL. Tick Crawl the whole site to follow links from that page and read up to 50 pages on the same site (the button changes to Add site).

Each document shows its status: Queued, Reading, Ready or Failed. The receptionist can use a document once it's Ready. If one fails or sits for a long time, remove it and add it again.

Removing a document takes effect at once. The receptionist stops answering from it immediately.

Keep web pages up to date

Web pages change. At the top of a library, Re-read web pages sets how often Hey Quad reads them again: Never, Every day, Every week or Every month. You can also set a different refresh for one page from its row: Refresh daily, Refresh weekly or Refresh monthly.

Uploaded files and pasted text don't change on their own. To update one, remove it and add the new version.

Try a question

Under Try a question, type what a caller would ask, like "What are your hours on a Sunday?", and press Ask. You see exactly what the receptionist finds. If the right answer doesn't come up, add a document that says it plainly.

Find what callers asked that you can't answer

Questions you can't answer yet lists questions from the last 30 days that none of your libraries covered. Each one is a document waiting to be written. The receptionist's Knowledge base tab shows the same kind of list, under What callers asked that you couldn't answer.

Tips that make answers better

• Write it the way you'd say it. Short, plain sentences work best. "We're open 8 to 5, Monday to Friday" beats a table of codes.
• One topic per document. A short "Parking and directions" page is easier to find than one long handbook.
• Use Q&A for the questions you hear every day. Exact questions with exact answers are the most reliable.
• Keep prices and hours in one place. If they're in two documents that disagree, the receptionist may quote either.
• Test after every change. Use Try a question, then place a test call.