Knowledge is the set of facts your assistant can share with callers, like office hours, parking, and trash days. New facts wait in review, and nothing reaches a call until you turn it on.
Find your knowledge
Click Knowledge in the sidebar. The page opens on General, with your facts grouped as In review and Live. A banner shows how many facts are waiting, with a Start reviewing button.
Use the Status, Source, and Property filters to narrow the list, and Group by to change how it is grouped.
Add a fact
Click Add knowledge.
In the Add a fact panel, write the fact the way you'd want your assistant to say it.
Under Applies to, choose All properties or one property.
Choose a Category: General questions, Lease policy, or Leasing.
Save the fact.
Every new fact goes through the same safety checks as everything else and lands in review.
Pull facts from a document
Click Upload a document to pull facts out of a lease, handbook, or policy. It needs to be a PDF or Word (.docx) file with selectable text; a scanned image won't work. Facts from a document land in review with the file name beside them.
Review your facts
In review: click Turn on to make a fact live, or Remove to drop it.
Live: click Turn off to send a fact back to review. To remove a live fact, turn it off first, then remove it.
To change a fact, click its text.
Facts marked "Goes to you"
A few topics, such as pets and lease terms, always go to you, even when a fact covers them. Those facts show Goes to you. You can keep them here for your team, but your assistant won't speak them on a call. Click See what your assistant answers vs. passes to you for the full list.
When your assistant answers from Knowledge
Your assistant answers from your live facts while the General / other call type is set to Answer from Knowledge, take a message if it can't. If you set it to Take a message, notify me, your assistant doesn't answer from Knowledge on calls that use that setup.
Where something is goes in Situation notes
Where a shutoff valve or breaker panel is belongs in Situation notes, not Knowledge. Switch to Situation at the top of the Knowledge page.
Only the account owner can add, change, turn on, or remove facts.