Knowledge categories help organise the information your AI agent can use. Each category represents a different kind of customer question, so it is worth keeping them clean and specific.
Common knowledge areas
The available knowledge items can include areas such as:
- Business Info — what your business does, what makes it different, and general background
- Menu or Service Menu — food items, services, pricing context, durations, or availability details
- Locations — where customers can visit, contact details, and location-specific notes
- Staff — team information customers may ask about
- FAQ — common questions and direct answers
- Service Policy — rules customers should know before booking or visiting
- Special Promotion — current offers, events, or limited-time information
- Custom Message — extra guidance that does not fit another category
The exact items shown depend on what is active for your business.
Pick the right place for each detail
Put information where your team would naturally expect to maintain it. For example, cancellation rules belong in policy knowledge, while opening hours belong with business or location information, depending on how your setup is organised.
Avoid duplicating the same detail across many categories. If a promotion, price, or policy changes, duplicated content is easy to miss and can lead to inconsistent answers.
💡 Tip: If the same information appears in more than one place, decide which category should be the source of truth and remove or simplify the duplicates.
Restaurant and service-business menus
Menu knowledge may refer to a food menu for restaurants or a service menu for appointment-based businesses. The goal is the same: help the agent answer what customers can book, buy, or ask about.
For service businesses, make sure service names, durations, location availability, and important booking conditions are clear. For restaurants, make sure menu names, dietary notes, and promotions are current.
Review categories over time
Use Your Knowledge to see what has already been configured. As your business changes, revisit the categories that customers ask about most often.
Seasonal promotions, staff availability, service menus, and policies are especially easy to forget. Set a habit of reviewing these categories whenever you change your website, booking setup, or customer-facing terms.