Giving your AI agent your clinic’s information

Clinic documents hold the facts patients often ask about on the phone. For example:

• the services your clinic offers
• your opening hours
• parking and directions to the clinic
• what to bring to a first visit, such as a health insurance card and a list of medications
• the forms patients need and where to find them

During a call, when a patient asks a question, your AI agent looks up the answer in the documents linked to it. For example, a patient asks “Where can I park?” The agent finds your parking information and answers in its own words.

In the menu on the left, click Knowledge Base. This page holds your clinic’s documents. It has two tabs:

• Knowledge Base: the list of your clinic’s documents.
• Import Document: where you add a new document.

• Word documents (.docx), text files (.txt) and Markdown files (.md).
• Up to 10 MB per file.
• PDF files don’t work. Open the PDF in Word, then save it as a Word document (.docx).
• Your AI agent reads only the text. It can’t read pictures, such as a map or a scanned page, so write directions in words.

1. Write the facts in a document, one topic per document. See Writing documents your AI agent can use well.
2. Add the document on the Knowledge Base page. See Adding a clinic document.
3. Wait until it’s ready: the file shows Complete and no yellow message appears.
4. Ask your clinic manager to link the document to your AI agent. Until then, the agent can’t use it.
5. Try your AI agent: ask it the question a patient would ask. See Trying your AI agent yourself.

When something changes, such as a new service, replace the document with a newer version. See Replacing a document with a newer version. To find, rename or remove a document, see Finding, renaming and deleting documents.

Facts that patients ask about go in clinic documents: your services, hours, parking and what to bring. How the agent should behave goes in the agent’s instructions: how it greets callers, what it asks before booking an appointment and when it passes the call to a person. Your clinic manager takes care of the agent’s instructions.

• The agent doesn’t know something that’s in a document: ask your manager to check that the document is linked to your AI agent. See When your AI agent gives a wrong answer.
• The agent gives old information: an old document may still be linked. See Replacing a document with a newer version.