Choose the agent and prepare reliable facts
Open Voice Agent Studio, select the intended agent and open AI Assistant. Editing requires Voice Agents: Manage permission; view-only access does not allow changes. Keep business facts in Knowledge and speaking style in the tone/guidance controls.
Prepare current opening hours, services, eligibility, prices you are authorized to quote and escalation instructions. Keep a rule and its exceptions together. For example, an appointment policy should include who can book and when a person must help. Do not add credentials, payment-card details or private customer records.
Add information or a question and answer
- Choose Add information for a titled business fact, or Add question & answer for a specific question and its approved answer.
- Write a clear title/question and concise content. Use the displayed size counter; the limit is measured in bytes, not simply the number of letters.
- Select Done, then inspect the entry and its Enabled switch.
- Use search and the entry-type filter to find related facts. Edit or disable outdated entries rather than leaving contradictory answers enabled.
Done updates the editor; finish with Update or Publish as offered and check the resulting status. Do not switch agents or leave with unsaved changes.
Import a CSV without losing existing entries
- Use Export CSV to keep a private copy before a large edit.
- Download CSV template and keep its column headers:
type,title/question,information/answer. Use the template’s information and qa examples. - Choose Import CSV and inspect the preview, entry count and duplicate warning.
- Add entries retains the current entries and adds the file. Duplicates are kept unless you remove them. Replace entries replaces the complete entry list after confirmation; it is not a merge.
- Check the result, apply the agent update and verify the saved state.
A rejected import does not mean the data was saved. Correct the reported header, content or size problem and review again. Keep exported knowledge private.
Website content needs review, not assumptions
Entering a business website address is not proof that its pages were imported or will stay synchronized. The current editor supports manual entries and CSV import. Review any material obtained from a website yourself before adding it, including old offers, unsupported promises and content intended only for employees.
Check the answer after applying changes
With permission, test a known fact, an exception, an unknown question and a request for a person. Real calls can incur charges. Confirm both the wording and the intended handoff; an AI answer is not guaranteed merely because an entry exists. If a wrong answer persists, check the selected agent, enabled entries, conflicting wording and update/publish status before adding more copies.
For Support, provide the agent name, public call reference, time/timezone, expected answer and a sanitized example of what happened. Continue with Voice Agent setup or flows and integrations.