The AI knowledge base is where you tell Ask AI how your business works: what you charge for a rush job, how cancellations are handled, what a technician must do before leaving a site. Ask AI searches these entries when a question needs them and shows Searching knowledge base in its activity.
Before you begin
- Adding and editing entries needs the Manage knowledge base permission under Workspace AI.
- Entries are plain text. Be specific and include exact numbers, dates, and conditions; the assistant works best with clear, structured information.
Add an entry
- Open Settings, then under AI choose AI Knowledge Base.
- Choose Add Entry.
- Enter a Title of up to 120 characters that says what the entry covers, for example "Weekend surcharge".
- Choose a Category: Pricing, Policies, Procedures, Team Rules, FAQ, or General.
- Write the Content, up to 5,000 characters.
- Choose Create Entry.
You can also add an entry without leaving a conversation: choose Add knowledge in the Ask AI header.
Keep entries current
- Use Search entries and the category filter to find an entry, then choose Edit from its menu.
- Choose Delete to remove an entry. Deleting cannot be undone.
- Split long policies into several focused entries. One entry per rule makes answers more precise.
How Ask AI uses the knowledge base
When a question touches pricing, policy, or procedure, Ask AI searches the knowledge base and uses matching entries in its answer, alongside your live records. It only cites the knowledge base when an entry was actually found in that conversation.
Connected AI apps do not have access to the knowledge base in this release; it is used by Ask AI inside Workspace369.
Verify an entry
- Add an entry with a distinctive rule, such as a specific surcharge amount.
- Ask the assistant a question that needs it.
- Check that the activity shows Searching knowledge base and that the answer uses the rule as written.