## Before you start - Read [What the AI already knows from your settings](/docs/introduction-to-ai-agents#what-the-ai-already-knows-from-your-settings) in Introduction to AI Agents. - Check your [price list](/docs/introduction-to-price-lists), [business units](/docs/setting-up-your-business-unit), [shop details](/docs/setting-up-a-new-pos-shop) and [Brand Profile](/docs/creating-and-assigning-a-brand-profile). Your Brand Profile holds your logo, colours and fonts. The AI reads all of these directly. ## Open the page 1. Click ⚙️ Settings. 2. Under **AI Agents**, click Business Knowledge. The page has three parts: **Already read from your settings**, **About your business** and **Knowledge**. The **Auto update from inbox replies** switch is at the top right. --- ## Already read from your settings You don't need to type your prices, services, minimum orders, opening hours or brand here. The AI reads them straight from your settings, so they never go out of date. The Customer Service Agent also reads your inbox Quick Replies (saved replies your staff can send). To change them, click Services & prices, Locations & hours or Brand in this box. For the full list, see [What the AI already knows from your settings](/docs/introduction-to-ai-agents#what-the-ai-already-knows-from-your-settings). --- ## About your business **About your business** is a short description of how your business runs. Think of it as the briefing you give new staff on their first day. Your AI agents and the EasyBiz Assistant read it before **every** reply. It's one overview the AI always reads. Knowledge entries are different: each covers one topic, and the AI reads it only when a customer asks about that topic. 1. Type your description in the **About your business** box. It holds up to 1,500 characters (about 250 words). 2. Click Save next to the box's heading. This box saves on its own, so save it before you add Knowledge entries. ### What to include - **What you offer and who you serve:** "We offer laundry, dry cleaning and shoe cleaning for homes and offices." - **How items reach you and come back:** "Our driver collects from your doorstep. You can also drop off at our outlets." - **What each outlet handles:** "Our Tampines outlet takes drop-offs. Our Jurong East outlet also does alterations." - **Usual turnaround and express:** "Most items are ready in 3 to 4 working days. Express is next working day." - **Items you price after seeing them:** "Curtains, carpets and shoes are quoted from photos first." - **When customers pay:** "Payment is due before delivery." - **Days you don't collect or deliver:** "No pickups or deliveries on Sundays and public holidays." - **Words you use your own way:** "'Premium' means hand-finished pressing." - **Things new staff often get wrong:** "We don't clean leather jackets." - **Prices, opening hours and minimum orders.** The AI already reads these from your settings. - **How replies should sound,** such as greetings or emoji. Set this in [Guidance](/docs/setting-up-the-customer-service-ai-agent#guidance) in the Customer Service AI Agent. - **Detailed policies,** such as cancellation fees. Add each one as its own Knowledge entry. - **Private information,** such as staff names or supplier costs. The AI may share anything written here with customers. Only write what you're happy for a customer to read. ### Examples you can adapt "Sunny Laundry offers laundry, dry cleaning, wash and fold, curtain, carpet and shoe cleaning, and alterations. Most customers book a home pickup: our driver collects from their doorstep and brings items back when ready. Customers can also drop off at our Tampines and Jurong East outlets. After pickup, our factory counts every item and emails an itemised bill. Payment is due before delivery. Curtains, carpets and shoes are quoted from photos first. We do not collect or deliver on Sundays and public holidays." "Leather Lab cleans, restores and repairs luxury bags, wallets, shoes and leather jackets. We do not sell bags. Every job starts with photos on WhatsApp for a free estimate, and a specialist confirms the final quote after inspecting the item. Items reach us by free home pickup or drop-off at our Bedok and Woodlands outlets. No work starts until the customer approves the quote and pays. When the item is ready, the customer collects it or pays for home delivery." ### Describe your pickup and turnaround Customers ask about this most, and owners often leave it out. The AI can't see your online pickup slots yet. Without a description here, questions like "Can you collect tomorrow?" go to your staff. - **Which days and areas you collect from,** and any days you don't - **How customers book or change a pickup,** such as on your website or by WhatsApp - **How long each kind of item takes,** and whether you offer express "We collect and deliver Monday to Saturday across Singapore. Customers book a pickup on our website or by WhatsApp, and can change it up to 24 hours before. Clothes are ready in 3 to 4 working days, curtains and carpets in 7 to 10, and shoes in about 10. Express is next working day for clothes only." --- ## Knowledge entries Knowledge entries are your own list of common questions and answers. Each covers one topic, such as rescheduling, stains or payment. When a customer asks about that topic, the AI uses the entry in its reply. ### Add an entry 1. Under **Knowledge**, click Add knowledge. A panel opens on the right. 2. In **Title**, type the customer's topic, such as "Rescheduling or cancelling a booking". 3. In **Text**, write the answer the way you'd explain it to a customer. 4. Click Save. The AI uses the entry from its next reply. If you run more than one business unit, such as Laundry and Bag Repair, you'll also see an **Applies to** box. Choose the business unit the answer is for. Choose **Whole business** if it's for all your customers. With only one business unit, you won't see this box, and every entry is for your whole business. ### Write a complete answer A good entry answers three questions: 1. **What's the rule?** "You can reschedule or cancel free up to 24 hours before pickup." 2. **Is there a fee or condition?** "Within 24 hours, a S$10 fee applies." 3. **What should the customer do next?** "Reply with your order number and the new date and time." - "No cancellation after 24h." - "Stains not guaranteed." - "Delivery $15." The AI replies using only what you write, so a short note becomes a short, unhelpful reply. - "You can reschedule or cancel free up to 24 hours before pickup. Within 24 hours, a S$10 fee applies. Reply with your order number and the new date and time." - "We do our best with stains but can't guarantee results. Old stains, oil and ink are the hardest to remove. Send a photo before pickup and we'll tell you what to expect." - "Collection from our outlets is free. Home delivery is RM15, and free for orders of RM80 and above." Examples use S$ and RM. Write fees in your own market's currency. Set **Applies to** on each entry, so laundry rules never appear in bag repair replies. Use **Whole business** for rules for everyone, such as payment methods. ### Recommended first entries Look through your last 20 WhatsApp chats. Note the questions your staff answer again and again. Most businesses start with: - Outlet addresses and how to get there - Pickup and delivery: areas covered, and what happens if no one is home - Rescheduling and cancellation - Stains, damage and what you can't guarantee - Items you don't accept - Payment methods and when payment is due - Uncollected items - Packing instructions, such as bagging clothes or removing curtain hooks "Our driver will text you before arriving. If no one is home or the items aren't ready, a S$10 trip fee is added to your bill. You can leave your items bagged at your door and let us know here, and we'll collect them." Your settings always win. If an entry says S$6 but your price list says S$6.50, the AI quotes S$6.50. Only add fees that aren't in your price list, such as a failed pickup fee. ### Knowledge or Guidance? Your staff handbook usually has two kinds of rules. Facts a customer can be told, like "Uncollected items are kept for 60 days", go in a Knowledge entry here. Instructions on how to reply, like "Always ask for the order number first", go in [Guidance](/docs/setting-up-the-customer-service-ai-agent#guidance) in the Customer Service AI Agent. --- ## How the AI learns from your team The AI can learn from the WhatsApp replies your staff send and suggest new Knowledge entries for you. The **Auto update from inbox replies** switch at the top right controls this. It's on by default. 1. Once a night, the AI reads the replies your staff typed or changed that day. The first night, it looks back over the last 30 days. 2. When your team says the same thing in a few chats, such as "Shoe cleaning takes 10 days", the AI adds it to your **Knowledge** list as a suggestion. 3. You'll see new suggestions at the top of the list the next time you open **Business Knowledge**. 4. If staff keep saying the same thing, the suggestion goes live by itself. That means it becomes a normal Knowledge entry, and the AI starts using it in its replies to customers. Learning starts after the AI writes its first suggested reply in your inbox. ### Labels you'll see Each entry in the **Knowledge** list has small labels next to its title, on the right. - **Whole business** or a business unit name: who the entry is for. Every entry has one. - **Draft:** a suggestion learned from staff replies. The AI doesn't use it yet. A grey line under it explains when it will go live. - **Needs review:** a suggestion that will only go live when you approve it. For example, a Draft you edited. - **Learned from inbox:** the AI added this entry or last changed it from staff replies. ### Check a suggestion Suggestions are entries labelled **Draft** or **Needs review**. They're always at the top of the **Knowledge** list. 1. Read the suggestion. 2. Click Approve to use it now. 3. To change the wording first, click Edit, make your change, click Save, then click Approve. 4. If it's wrong, click Delete. If staff start telling customers something different from an entry you wrote, such as a new fee, the AI creates a **Draft** with the same title. The hint under it says it will replace your entry. If staff keep saying it, it replaces your entry by itself. To keep your wording, delete that Draft or update your entry. If you delete an entry, the AI doesn't add it back. It only learns about that topic again if staff start saying something new about it. ### Turn off learning Turn off **Auto update from inbox replies** at the top right to write every entry yourself. Existing entries stay as they are. Pausing suggestions in the inbox doesn't stop learning. --- ## Edit or delete an entry 1. Find the entry under **Knowledge**. 2. Click Edit, make your change, then click Save. Or click Delete, then Delete again to confirm. Changes apply from the AI's next reply. WhatsApp messages already sent don't change. Neither do pages already published in Marketing Studio, the EasyBiz tool that creates your website and promotions. --- ## FAQs **I changed my prices. Do I need to update Business Knowledge?** > No. The AI reads prices from your price list every time. **Does anything else use my Business Knowledge?** > Yes. The Marketing Agent (the AI that writes your website and promotions in Marketing Studio) and the EasyBiz Assistant read it too. **A staff member gave a customer the wrong answer. Will the AI learn it?** > It can, if it's repeated in a few chats. Check your Drafts now and then, and delete any that are wrong. **I edited a Draft. Why does it say Needs review?** > An edited Draft stops going live by itself, so nothing changes without you. Click Approve to use it. **The AI gave a wrong answer. How do I find which entry caused it?** > In the inbox, click ⋯ on the suggestion, then **Based on**. See [Make suggestions better](/docs/using-ai-suggested-replies-in-whatsapp#make-suggestions-better). **Should I write in English or Chinese?** > Use the language you write most clearly in. You choose the reply language in [Reply style](/docs/setting-up-the-customer-service-ai-agent#reply-style). --- ## What's next Continue to [Setting Up the Customer Service AI Agent](/docs/setting-up-the-customer-service-ai-agent).