Manage Business Knowledge

What belongs in Business Knowledge

Business Knowledge contains detailed customer-facing information such as FAQs, policies, preparation instructions, pricing explanations and help articles. Keep core services, hours, locations and operating rules in Business Profile.

Add information

Open Settings → Business Knowledge, then choose one of these options:

• Add an answer for a trusted FAQ or policy.
• Upload files for PDF, DOCX, TXT or Markdown documents.
• Connect website to import public pages.
• Customer links to approve destinations the receptionist may share.

New information begins as a draft. Review the extracted text and publish it before customers can receive answers from it.

Review an imported website

The website crawl runs in the background, so you can leave the page safely. Return to the Websites tab and select Review pages to publish useful pages or exclude pages the receptionist should not use.

Use Recrawl when the website changes. Unchanged pages stay as they are, while changed content becomes a new draft for review.

Disconnect or remove a website

• Disconnect stops future crawling but keeps its published information available.
• Remove permanently removes the connection and knowledge imported from it.

Before permanent removal, PrimaReply displays how many draft and published sources will be affected. Manual answers, uploaded files and separately approved customer links are not removed.

Control customer links

Each customer link can have its own sharing condition, allowed channels, service scope and optional expiry. Disable a link when it should remain saved but must not be shared.

Improve missing answers

The Questions to improve tab groups questions the receptionist could not support confidently. Add an approved answer, mark the question answered, ignore it, or indicate that it is not something your business answers.

Test changes

Published knowledge is shared by SMS and website chat. Use the authenticated simulator to test a customer question after publishing. Draft information is never used in customer conversations.