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Knowledge Library

The Knowledge Library is where you teach Theo about your business. The more knowledge you add, the better Theo can answer questions.

Accessing Knowledge​

  1. Click Knowledge in the left menu
  2. You'll see all your knowledge items

Types of Knowledge​

Business Profile​

Your basic business information:

  • Name, address, hours
  • Services and pricing
  • Contact information

This syncs automatically from Settings → General.

FAQs​

Common questions and answers:

  • "Do you offer free estimates?"
  • "What areas do you serve?"
  • "Do you accept insurance?"

Website Content​

Import pages from your website:

  • About page
  • Services page
  • Pricing page
  • Blog posts

Documents​

Upload files:

  • PDF menus
  • Service catalogs
  • Policy documents
  • Training materials

Adding FAQs​

FAQs are the easiest way to improve Theo's answers.

Creating an FAQ​

  1. Click Add Knowledge
  2. Select FAQ
  3. Enter the Question
  4. Enter the Answer
  5. Click Save

Writing Good FAQs​

Question: Write it like a customer would ask

  • "How much does a haircut cost?"
  • "What time do you open?"
  • "Do you do emergency calls?"

Answer: Keep it conversational

  • Include specific details
  • Add helpful context
  • Keep it brief but complete

FAQ Examples​

Plumber:

QuestionAnswer
How much is a service call?Our standard service call is $89, which covers the first hour of diagnosis. Most repairs range from $150-$500 depending on parts needed.
Do you handle emergencies?Yes! We offer 24/7 emergency service. There's an additional $75 after-hours fee for nights, weekends, and holidays.
What areas do you serve?We serve the greater Portland metro area including Beaverton, Tigard, Lake Oswego, and Milwaukie.

Salon:

QuestionAnswer
Do I need an appointment?Yes, we're appointment-only. Walk-ins may be accepted if we have availability, but we recommend booking ahead.
How should I prepare for a color appointment?Come with clean, dry hair. Don't use any heavy styling products. Wear a button-down shirt so we don't mess up your hair putting it on after!
What's your cancellation policy?Please give us 24 hours notice to cancel or reschedule. Late cancellations may be charged a $25 fee.

Importing Website Content​

Pull information directly from your website.

Adding a Website​

  1. Click Add Knowledge
  2. Select Website
  3. Enter your website URL
  4. Click Import

What Happens​

Theo will:

  1. Visit your website
  2. Read through the pages
  3. Extract useful information
  4. Make it available for answering questions

Processing Time​

Website imports take a few minutes. You'll see:

  • Pending - Waiting to start
  • Processing - Currently importing
  • Completed - Ready to use
  • Failed - Something went wrong (check URL)

Which Pages Get Imported​

Theo will try to import:

  • Your main pages
  • About/Services pages
  • FAQs and help pages
  • Blog posts

Not imported:

  • Password-protected pages
  • Very large files
  • Complex web apps

Uploading Documents​

Add PDFs and other documents.

Supported File Types​

  • PDF documents
  • Text files

How to Upload​

  1. Click Add Knowledge
  2. Select Document
  3. Upload your file
  4. Give it a name
  5. Click Save

Good Documents to Upload​

  • Detailed service menus
  • Price lists
  • Policy documents
  • Training guides
  • Warranty information

Managing Knowledge​

Viewing Status​

Each knowledge item shows its status:

  • Active - Being used by agents
  • Processing - Still being analyzed
  • Failed - Couldn't process (try again)

Editing Knowledge​

  1. Click on the knowledge item
  2. Make your changes
  3. Save

Deleting Knowledge​

  1. Click on the knowledge item
  2. Click Delete
  3. Confirm

Assigning Knowledge to Agents​

Knowledge needs to be assigned to agents to be used.

Automatic Assignment​

Some knowledge (like Business Profile) may be automatically used by all agents.

Manual Assignment​

For specific knowledge items:

  1. Go to your Agent settings
  2. Find the Behaviors or Knowledge section
  3. Select which knowledge items to include

Knowledge Best Practices​

Keep It Current​

  • Update prices when they change
  • Add seasonal information
  • Remove outdated services

Be Specific​

Instead of: "We offer plumbing services" Use: "We offer drain cleaning, faucet repair, toilet installation, water heater replacement, and full bathroom remodels"

Answer Real Questions​

Think about what customers actually ask you, then add those as FAQs.

Don't Duplicate​

If information is in your business profile, you don't need to add it again as an FAQ.

Review Regularly​

Every month:

  • Check for outdated information
  • Add new FAQs based on recent calls
  • Update seasonal details

Testing Your Knowledge​

After adding knowledge, test it:

  1. Go to your Agent
  2. Open Test Chat
  3. Ask questions related to your new knowledge
  4. Verify the answers are correct

If answers aren't right:

  • Check that knowledge is assigned to the agent
  • Make sure the information is clear and specific
  • Try rephrasing the FAQ question

Common Questions​

How much knowledge can I add?​

There's no hard limit, but quality matters more than quantity. Focus on the most common questions first.

Why didn't my website import correctly?​

Some reasons:

  • The site took too long to load
  • Pages are behind a login
  • The URL was incorrect
  • Technical issues on the website

Try importing specific pages individually if the full site fails.

Can I import my competitor's website?​

You should only import websites you own or have permission to use.

How quickly does new knowledge work?​

FAQs and simple additions work within minutes. Website imports may take longer depending on size.

What if Theo gives wrong information?​

Check your knowledge base for incorrect or conflicting information. Update or remove as needed.

Need Help?​