Set up your workspace
Teach your AI about your business
Where the AI's knowledge comes from (hours, services, answers, policies, files), how to edit it, and how the AI behaves when it does not know.
The receptionist answers only from what you give it. The same knowledge is used on every channel: phone, text, email and website chat.
Where knowledge comes from#
| Source | Set up in | Notes |
|---|---|---|
| Your website | Setup step Your website, or Knowledge → Answers → Website address | Read once. Import again after you change the site. |
| Opening hours | Setup step When are you open? | Type hours in plain words. Confirm the parsed days and times. |
| Services | Setup step What do you offer?, or Settings → Receptionist → Service catalog | Remove or add. |
| Common questions | Setup step Common questions, or Knowledge → Answers | Write each answer in the words the AI should say on a call. |
| Policies | Knowledge → Policies | Write how your business runs (billing, staff conduct, refunds). The AI follows it. |
| Files | Knowledge → Files | Upload documents the AI can answer from. Part of the Business plan. |
Write good answers#
- Answer the way you would speak to a customer. The AI reads answers aloud on calls.
- Put the number, price or time in the answer. Do not write "see our website".
- One question per entry. Add the different ways people ask it if they differ a lot.
- Keep policies short and specific. If two published policies overlap on the same topic, Airhug asks you to revise one or mark it reviewed before publishing.
Coaching#
Knowledge → Coaching lists questions the AI could not answer, so you can add the answer once and have it used from then on. Dismiss a prompt you do not want answered.
Receptionist identity, hard rules and handoff#
Under Settings → Receptionist (per phone line):
- Identity and greeting. The receptionist's name, the greeting callers hear first, and persona instructions.
- Hard rules. Non-negotiable limits the receptionist follows on every call and channel. If a caller pushes against a hard rule, the AI hands off instead of bending it.
- Call handoff. Who the AI transfers to and when. See call handling.
When the AI does not know#
The AI does not guess. If your knowledge does not cover a question, it takes a message, tells the caller someone will follow up, and the message lands in your inbox. It never gives medical, legal or financial advice. Add the answer in Knowledge and the next caller gets it.
Checks#
- Call your number and ask a question you added. The AI answers with the wording you wrote.
- Ask something you did not add. The AI takes a message instead of inventing an answer.