Knowledge base
Train your AI assistants with FAQs, website pages and documents, and keep the content up to date.
2 min read
The Knowledge Base is the source of information that Conversation AI and Voice AI agents use when answering patients. The bot should only say what it can find here, so the clearer and more current your knowledge base, the more accurate the answers.
Before you start
- You need the Admin role.
- Ask your coordinators for the 20–30 questions patients ask most often. That list is your most valuable source.
Adding a source
- Open Settings → Knowledge Base. If you have more than one knowledge base (e.g. separate ones for dental and aesthetics), select the right one.
- Click + Add Source in the top-right corner.
- Choose the source type:
- FAQs: question-and-answer pairs. The most reliable method, because you decide exactly what the bot says.
- Web Crawler: enter your website address and the panel scans the pages and imports their content. Select only relevant pages (treatments, FAQ, process).
- File Upload: PDF or Word documents (e.g. a patient information guide, general aftercare information).
- Added sources appear in the list with their last updated date. Edit changed information here or re-crawl the source.
Tip
Keep FAQ answers short and in the patient's language. Example: "Is airport transfer included?" → "Yes. Airport–hotel–clinic transfers are included in all treatment packages in Istanbul."
What to add and what to leave out
| Add | Leave out |
|---|---|
| Process: consultation, travel, length of stay | Patient-specific treatment plans |
| Package contents: hotel, transfers, interpreter | Personal data such as names, phone numbers, photos |
| Payment and deposit rules | Unconfirmed promotions |
| Guarantee and follow-up appointment policy | Diagnoses or medication information |
| Frequently asked questions (multilingual) | Comments about competitor clinics |
Important
Don't upload personal health data to the knowledge base. Patient files belong in Media Storage and on the relevant patient's record.
Keep the content up to date
The bot repeats old information with exactly the same confidence as new information. So:
- When a price, package or hotel changes, update the related FAQ the same day.
- Review the source list monthly and delete outdated PDFs.
- If you've updated your website, re-crawl the Web Crawler source.
- In Suggestive mode, note the answers coordinators correct most often and write new FAQs for them.
Common issues
The bot doesn't use the knowledge base. Make sure the knowledge base is selected in the bot's settings.
Web Crawler pulled in too many pages. Remove irrelevant pages (blog, careers, privacy notices) from the source.
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