The Knowledge Base is the foundation of your AI Receptionist's ability to answer patient questions accurately. It stores your practice's policies, services, insurance information, and frequently asked questions so the AI can provide consistent, reliable responses during phone calls and text conversations.

You can access the Knowledge Base by navigating to:

New Settings → AI → AI Receptionist → Knowledge Base

The Knowledge Base is divided into four sections:

Each section displays a Complete or Incomplete status. Completing all sections helps ensure your AI Receptionist has the information it needs to confidently assist patients.

Best Practice: Review your Knowledge Base regularly. As your office policies, insurance participation, services, or scheduling procedures change, update the Knowledge Base so your AI always provides current information.

The Insurance & Payments section teaches the AI how to answer questions about insurance coverage, payment options, financing, and uninsured patients. This is one of the most frequently referenced areas during patient conversations, so keeping it accurate is essential.

Configure the insurance plans your practice accepts and does not accept.

The AI uses this information when patients ask questions such as:

Also complete the Verification Note, which explains how your office verifies insurance benefits before an appointment.

Your verification note should explain:

Insurance participation varies by plan and employer, even within the same carrier. A clear verification note helps set appropriate expectations and prevents the AI from unintentionally guaranteeing coverage or patient costs.

Best Practice: Never state that treatment is fully covered or that every plan from an insurance carrier is accepted. Instead, explain that benefits are verified before the appointment.

Configure every payment method your practice accepts, including credit cards, debit cards, HSA/FSA cards, checks, financing programs, and payment plans.

If your office offers financing, enable the Financing Available option so the AI can discuss financing when patients ask about treatment costs.

Complete the Uninsured Patient Note to explain what options are available for patients without insurance, such as:

Patients often ask about payment before scheduling an appointment. Providing clear payment information allows the AI to answer these questions confidently and helps patients understand their financial options before they visit your office.

Best Practice: Keep financing options and payment methods up to date so patients always receive accurate information.

The Appointment Scheduling section helps the AI explain how patients can schedule appointments and prepares them for their visit. It also provides the policies the AI references when patients ask about cancellations or rescheduling.

Configure every way patients can schedule an appointment with your practice.

Examples include:

The AI uses this information whenever patients ask how they can schedule an appointment.

Patients should only be directed to booking methods that are currently available. Keeping this section updated ensures the AI provides clear and accurate scheduling guidance.

Enter the information every new patient should know before their first appointment.

This typically includes:

Use the Additional Note to provide any extra instructions that don't fit into the checklist, such as parking information, record transfer instructions, or arrival recommendations.

Providing expectations before the appointment helps patients arrive prepared and reduces questions for your front desk.

Document your practice's cancellation policy by configuring:

The AI uses this information whenever patients ask about canceling an appointment.

Providing a consistent explanation of your cancellation policy helps eliminate confusion and ensures every patient receives the same information.

Configure your practice's rescheduling policy, including:

Although similar to your cancellation policy, many practices have different procedures for rescheduling appointments. Completing both sections ensures the AI responds appropriately in each situation.

Patients frequently ask to move appointments rather than cancel them. Having separate policies allows the AI to provide the correct guidance without making assumptions.

The Appointment Types section displays the appointment types synchronized from Online Appointment Booking (OAB).

This list is automatically synced and cannot be edited from the Knowledge Base.

To add, remove, or modify appointment types, update them in your Online Appointment Booking settings.

The AI references this list when answering questions about available appointment types, while the detailed scheduling logic is configured separately in Setting Up Visit Types.

The FAQs section allows you to provide answers to common patient questions that aren't already covered elsewhere in the Knowledge Base.

Questions are organized into categories such as:

For each FAQ, enter both the question and the answer.

When writing FAQs:

Examples include:

FAQs help the AI answer routine questions without involving your staff, improving the patient experience while reducing repetitive calls to the office.

Best Practice: Don't duplicate information that's already covered in another Knowledge Base section unless additional explanation is needed.

The Services section tells the AI which treatments and procedures your practice offers.

Services are organized into categories such as:

Add every service your practice currently provides using names that patients will recognize.

Examples include:

Remove services that are no longer offered and review this section whenever your practice expands or changes its treatment offerings.

Patients frequently ask whether a practice offers a specific treatment before deciding to schedule an appointment. A complete Services section allows the AI to answer those questions accurately and confidently.

Best Practice: The Services section tells the AI what your practice offers, while Visit Types tells the AI how to schedule those services. Keeping both sections current ensures the AI can answer questions and recommend the correct appointment.

Before leaving the Knowledge Base, confirm that you've completed each section by verifying:

Once you've reviewed each section, select Save Changes.

A well-maintained Knowledge Base enables your AI Receptionist to provide accurate, consistent answers, set clear expectations for patients, and reduce the number of routine questions your staff needs to handle.