# 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.

Source: https://docs.airhug.ai/setup/teach-your-ai
Last updated: 2026-09-29

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](https://docs.airhug.ai/setup/call-handling.md).

## 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.