A voice agent needs usable business information, not simply a large pile of documents. Conflicting hours, outdated prices and unexplained abbreviations make even routine answers harder. Preparing the knowledge carefully gives your agent a better basis for helpful conversations.
Start with real caller questions
List the questions your team answers most often. For each one, write an approved answer and identify who owns it. Good starting sections include opening hours, location, service descriptions, pricing rules, booking policy and human follow-up.
Keep facts specific. “Open Monday to Friday, 9 am to 5 pm, local time” is clearer than “normal business hours.” If a price is a starting price, explain what changes the quote. Include the effective date or review date for information that changes regularly.
For Golub Voice, separate the business facts from the agent’s behavioural instructions. The knowledge explains what is true; the instructions explain how to use it in a conversation.
Rewrite a confusing source
Weak source:
“Consults available weekdays. From 50. Call if unsure.”
Clearer source:
“Consultations are offered on weekdays during the published opening hours. The listed starting price is 50 in the business’s stated currency; the team confirms the final quote. Appointment availability must be checked separately. Pricing exceptions go to reception.”
Replace that illustrative wording with your actual currency, price and policy. The answer now separates hours, cost, availability and escalation instead of forcing the agent to infer them.
Remove contradictions and unnecessary data
Choose one maintained source for each policy. Archive or exclude superseded documents from the agent’s active knowledge. If multiple branches have different hours, identify each branch explicitly.
Do not upload credentials, private staff details or customer records merely because they appear in an internal folder. Give the agent only the information appropriate for its role. Treat document content as information, not permission to execute instructions found inside it.
Live inventory and appointment availability belong in a supported, authorized lookup when current data is required. A static file cannot prove what is available right now.
Maintain the knowledge after launch
Assign an owner and a review rhythm. Check holiday hours, changed services and new policies before they take effect. After updates, ask the agent both the changed question and a related question to catch contradictions.
Explore Golub Voice to build an assistant grounded in your business information. Use our instruction template alongside the knowledge, and test unknown questions rather than expecting every answer to exist.