Training and knowledge base
The bot learns your office details, FAQs and listings from the knowledge base. How to view, add and keep sources up to date.
3 min read
The bot only knows what you teach it. The Knowledge Base is the source of everything the bot knows about your agency, your processes and your listings. When it's clear and current, replies are accurate; if an old rent figure stays in the knowledge base, the bot will quote it just as confidently.
Before you start
- You need the Admin role to add and edit sources.
- Our team prepares the first version during setup: office details, FAQs, process documents and your listings.
What's in the knowledge base
- Open AI Agents in the left menu and go to Knowledge Base.
- Sources are listed by type. To add a new one, use the Add Source button at the top right.
| Source type | What for | Who updates it |
|---|---|---|
| FAQs (question and answer) | Recurring questions: valuation fees, deposits, opening hours, service charges, pets, sales to foreign buyers | You can add and edit |
| Listings (table) | Reference, title, type, price, status and link | Loaded by our team at setup; send changes to your consultant |
| Web Crawler | About, services and process pages on your website | Chosen by our team at setup |
| File Upload | PDFs such as your lettings process or buyer guide | You or our team |
Note
The knowledge base is shared with your voice assistant. Fix an FAQ once and the new answer is used on the phone and in messages. For the voice assistant's listing knowledge, see Listing knowledge.
Adding and editing FAQs
- Open the Office FAQs source and add a new question (or click the one you want to fix). Write the Question the way a customer would ask it.
- In Answer, write a short, clear reply in your brand voice.
- Click Save. The bot uses the new answer from the next conversation.
A good FAQ answer is:
- Short: 1–3 sentences. The bot will ask for detail if it needs to.
- Definite: "Valuations are free." Vague answers produce vague replies.
- Points to a next step: "Shall we find a day that suits you?"
- Free of price or return promises: don't write figures like "30% growth in the area".
Tip
In Suggestive mode, note the replies your agents correct most often once a week and write an FAQ for each. It's the fastest way to make the bot sound like your office.
Listings
When someone asks about a property, the bot checks this list: it matches "the 3+1 in Moda" to AE-1042 and shares the price and link. The Status column matters: for a listing under offer or sold, the bot says "That one is under offer at the moment; shall I look for similar ones?"
The list is loaded at setup. When your stock changes (new listing, price change, sold or let), send the updated list to your consultant. There is no automatic sync with property portals; the list is refreshed at regular intervals. See Portfolio preparation.
What to add, what to leave out
| Add | Leave out |
|---|---|
| Process: viewings, valuations, instructions, deposits | Offers and negotiation notes for specific customers |
| Office details: address, hours, areas you cover | Personal data: IDs, phone numbers, title deed photos |
| Lettings: documents, deposit, tenancy length | Unconfirmed prices and promotions |
| General process information for international buyers | "Guaranteed", "sure to sell", percentage promises |
Important
Don't upload personal data to the knowledge base. Customer documents stay on the contact record and in Media Storage. See Data privacy and KVKK.
Common issues
The bot quotes an old price. The listings table is out of date. Send the current list to your consultant; if it's urgent, add an FAQ for that listing.
The bot ignores an answer in the knowledge base. Two sources may contradict each other (an old PDF and a new FAQ). Delete the old one or contact your consultant.
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