> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Maintain the Knowledge Base

> Keep the business information and service guidance used by Avoca agents accurate and consistent.

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 Replace outdated content instead of adding a conflicting instruction elsewhere.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.

<Warning>
  Do not store passwords, private credentials, payment details, or sensitive customer data in the Knowledge Base.
</Warning>

## 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.