The Knowledge feature is a core part of setting up and customizing your receptionist with Upfirst. The knowledge base is where you input information about your business—such as what your company does, pricing, services, and so on—so that your receptionist can accurately answer anything the caller asks.
It's also where you provide specific directions on how to handle certain calls—like how the receptionist should handle calls if it's an existing customer vs. new lead, for one example.
Begin by watching the introductory video, which provides a comprehensive overview of how to use the Knowledge feature.
1. Click Agent > Knowledge to get started
Begin by selecting 'Agent' in the left-hand menu and scroll down to 'Knowledge.'
Please note: Settings for call transfers and automated texts are located under the 'Transfer Calls' and 'Send Texts' tabs, respectively, just beneath the 'Knowledge' section.
2. Click 'Add Knowledge'
To begin adding your custom content and business information, click on 'Add Knowledge' to open the pop-up window.
From here, you'll see two options to add knowledge: 'Custom Knowledge' and 'Fetch URL.'
3. Start with 'Custom Knowledge'
The 'Custom Knowledge' option allows you to input information manually. Alternatively, 'Fetch URL' scans your website and automatically imports business information. Let us first explore the 'Custom Knowledge' option.
4. Input the info that you want your receptionist to know
Select 'Custom Knowledge' and provide a clear title for the information you're inputting, such as "Pricing and Plans." In the content section, you might enter details like, "Our basic plans start at $24.95 per month for 30 calls." Ensure accuracy before clicking 'Add Knowledge' to upload the info.
Now, your receptionist will be able to relay information about your pricing to your callers.
5. Adding knowledge with the 'Fetch URL' method
If you prefer to extract information directly from your website and save time, go to 'Add knowledge' again, select 'Fetch URL,' paste the specific page link you want scanned, and click 'Import URL.' Upfirst will scrape the page, capture the text, assign a title, and automatically add it to your knowledge base.
Remember, this process only scans the specified URL, not the entire website. Click 'Add Knowledge' when ready.
6. Repeat this process for other important information
Repeat this process for any information you think your receptionist should know, such as service details and company policies.
7. Set up call handling flows for certain calls
Your knowledge base can be further customized for various call-handling scenarios and caller intake. We'll examine a few example scenarios.
To start, click 'Add Knowledge' and then select 'Add Custom Knowledge.' For this example, we will title it "Returning Customers" and input directions like, "If the caller is a returning customer, request their name, phone number, and reason for calling. Then politely inform them that someone from our team will contact them soon."
Click 'Add Knowledge' to upload it.
8. Continuing example one: new customers or lead intake
Repeat the process for new customers with instructions such as, "If the caller is a new customer, ask for their name, phone number, email address, and what type of service they are interested in."
9. Example two: edit a reservation or appointment
You can create multiple call flows to suit your business needs.
For instance, to handle reservation changes, add 'Custom Knowledge,' title it "Edit a Reservation," and include instructions such as, "If a customer wants to reschedule or cancel a reservation, ask for their name, the service that was booked, and the requested change."
Click 'Add knowledge' when finished.
10. Example three: Appointment deposit
Another example is relaying info about collecting a deposit. Create knowledge titled "Appointment Deposit," with instructions that might look like, "After gathering customer info, tell them that we require $50 deposit for inspections. Then, let them know that someone will reach out shortly to confirm the appointment and collect the payment details."
11. Wrapping up
Once you have added all any business information that you think your receptionist should know, as well as specific call-handling instructions for certain call scenarios, your AI receptionist will be fully equipped to manage calls smoothly and precisely as desired.