Add knowledge for your assistants
Knowledge is what your phone and text assistants can tell people: your hours, your service area, common questions and their answers. Calls and texts answer from it first and pass on anything it does not cover.
Add a source
Open Knowledge from the phone section of the menu and add a source, such as a list of common questions and answers. Attach each source to the voice agents that should use it.
How the assistants use it
When a caller or texter asks something your knowledge answers, the assistant answers it. Anything it does not cover goes to your team as part of the request.
Keep answers short and current. An out-of-date price is worse than no answer.