Before you start

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 The AI reads them straight from your settings, so they never go out of date.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.

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."

Examples you can adapt

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.

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.

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."

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

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 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.

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.

Should I write in English or Chinese?

Use the language you write most clearly in. You choose the reply language in Reply style.

What's next

Continue to Setting Up the Customer Service AI Agent.