Skip to main content
Open Settings → Business Info → Knowledge Base. This is the shared source for business facts and guidance that Avoca agents use when speaking or messaging with customers.

​
Review each section

The Knowledge Base organizes information into five areas:
  • Basics: Company and contact details, location, website, timezone, CRM and phone system, booking approach, languages, and conversation openings and closings
  • Hours & Availability: Business hours, live-representative hours, callback availability, and after-hours behavior
  • Services & FAQs: Services offered, services not offered, job-specific questions, and frequently asked questions
  • Programs & Guidance: Affiliated brands, memberships, emergency guidance, and other business programs
  • Agent Configuration: Additional policies such as transfers, AI disclosure, cancellation and rescheduling, customer or property eligibility, arrival estimates, after-hours handling, price objections, and job-level questions

​
Update business knowledge

  1. Find the section that owns the information.
  2. Replace outdated content instead of adding a conflicting instruction elsewhere.
  3. Write the answer in plain language a customer would understand.
  4. Include important limits or exceptions.
  5. Save the change and follow any prompt to update the affected assistant configurations.
  6. Test a question that uses the updated information.
Do not store passwords, private credentials, payment details, or sensitive customer data in the Knowledge Base.

​
Use version history

Use version history to understand what changed and when. If behavior changes unexpectedly, compare the current content with the previous version before adding more instructions.

​
Avoid conflicting sources

  • Keep hours in the hours section and availability in Booking Windows.
  • Keep CRM service names, business units, job types, and tags aligned with the synced catalog.
  • Put agent-specific exceptions in that agent’s configuration only when they should not apply to every agent.
  • Keep transfer phone numbers and schedules in Responder → Transfer Destinations.
After a substantial update, test both a supported request and an unsupported or after-hours request.