Adding FAQs and Knowledge

When patients text or call your practice, they almost always have the same handful of questions. This article walks you through adding specific answers to those questions so your AI agent responds accurately and confidently every time, without guessing.

Why FAQs and Knowledge Matter

Your AI agent works from the information you give it. The more it knows about your practice, the better its answers will be. Without specific knowledge, it may give a vague or generic response to a question like "Do you accept Delta Dental?" or "How much does a cleaning cost?" By adding your own FAQs and knowledge, you give the AI reliable answers to pull from so patients get a real, useful reply rather than a deflection.

If you have not completed the general setup for your AI yet, start with Training Your AI on Your Practice first. That article covers practice hours, services, and basic behavior. This article focuses specifically on the FAQ and knowledge base layer on top of that foundation.

Where to Find the FAQ and Knowledge Settings

1. From your dashboard, open the AI Agents section in the main menu.
2. Select the agent you want to update, either your voice receptionist or your text and chat agent.
3. Click the Knowledge tab (sometimes labeled FAQ or Knowledge Base depending on your plan).

This tab is separate from the general training fields. It is designed specifically for question-and-answer pairs and longer blocks of practice information.

Adding Individual FAQ Entries

The simplest way to teach your AI is to add question-and-answer pairs directly.

1. Click Add FAQ or Add Question.
2. In the Question field, type the question exactly as a patient might ask it. For example: Do you accept Medicaid?
3. In the Answer field, type the answer you want the AI to give. Be specific. Instead of "We work with many insurance plans," write "We do not currently accept Medicaid at our practice, but we do accept most PPO plans and offer flexible payment options."
4. Click Save.

Repeat this for each common question. You can add as many entries as you need. The AI reads all of them and matches the most relevant answer when a patient asks something similar, even if they phrase it differently.

Adding Longer Knowledge Blocks

Some information does not fit neatly into a single question-and-answer format. For those situations, use the Add Knowledge option to paste in a block of text. This is useful for things like:

• A list of every insurance plan you accept
• Your new patient process (what to bring, how early to arrive, what happens at the first visit)
• Details about a specific procedure like Invisalign or implants
• Your cancellation and rescheduling policy
• Directions to your office or parking instructions

Write the knowledge block in plain, conversational language. The AI uses the text as a reference and summarizes or quotes from it when relevant. You do not need to format it as a script.

Editing and Removing Entries

You can update any FAQ or knowledge block at any time. Click the pencil icon next to any entry to edit it, or the trash icon to delete it. Changes take effect immediately. If your insurance list changes or you stop offering a certain service, update the relevant entry right away so the AI does not give patients outdated information.

Testing Your Entries

After adding or updating an entry, use the built-in test chat or test call feature to verify the AI responds correctly. Type or say a question similar to the one you just added and read the response. If the answer is off, revisit your wording. Sometimes a more direct, specific answer in the FAQ field produces a much better result than a vague one.

Once your knowledge base is solid, review how the AI is actually using it in real conversations by checking Reviewing AI Conversations. You can also pair strong FAQ knowledge with booking capabilities so the AI can answer questions and schedule the appointment in the same conversation. See Letting AI Book Appointments for how that works.