How the knowledge base works

The agent reads two layers of information for every call:

1. The system prompt — the agent's personality, role, and high-level instructions.
2. The knowledge base — structured pages covering your services, hours, policies, FAQ, products, and team.

Both layers ship to the model at call-start. Together they're how the agent knows what to say.

What's in the knowledge base

When you create a workspace, eight pages are seeded automatically:

• About — what your business is and the elevator pitch.
• Opening hours — when you're open. Important for the agent so it knows when to escalate vs schedule.
• Services — what you do, ideally with prices.
• Products & pricing — your catalogue.
• Policies — refunds, cancellations, terms.
• FAQ — the questions you get most often.
• Team & contact — who's who, and how to reach you.
• Insights — auto-generated daily insights from your call history (we write this; you read it).

You write all of these in plain English. The agent treats them as authoritative source material — what's in the knowledge base is what the agent says. If something's wrong here, it's wrong on the call.

Updating it

Settings → Knowledge → click any page → edit. Changes apply on the next call (no redeploy).

For e-commerce or service businesses with frequently-changing products, connect Google Sheets as the source of truth (see Google Sheets integration) so prices stay current without manual edits.

What the agent does with it

Before each call, Foan loads:

• The agent's system prompt (with feedback memory folded in)
• All knowledge base pages, formatted as one structured block
• If a CRM/Sheet integration is configured, the matched contact's row data

That's all sent to the model as context. The agent's job is to answer naturally without listing the knowledge base back at the customer.

Tuning tips

• Hours matter most. Wrong hours = the agent confidently tells customers you're open when you're not.
• Don't repeat info across pages. If something's in About, don't put it in Services too — duplicate context confuses the model.
• Use the FAQ liberally. Whenever a customer asks something the agent fumbles, add the question to the FAQ.
• Test after every change. Test calls take 30 seconds. Use them.