Give Your Agent Your Business Knowledge

An AI assistant can only represent your business well when it has reliable information to work from. A vague instruction such as “answer questions about our services” leaves important gaps: which services do you offer, where do you work, what do things cost, and when should a person step in?

Create one concise, maintained source of truth. Use plain language, clear headings, and specific details. If information changes often, assign someone to review it regularly and remove old versions so the assistant is not choosing between conflicting facts.

Business details: your name, a short description, contact information, service area, and the locations you do not cover.

Services and pricing: what you offer, what is included, starting prices or price ranges, what affects the final quote, and what needs an inspection or staff approval. Label estimates clearly; never present a conditional price as guaranteed.

Opening hours and location: normal business hours, holidays or closures, time zone, address, travel area, and expected response times outside working hours.

Policies and FAQs: payment methods, deposits, cancellations, warranties, preparation requirements, and concise answers to common customer questions.

Brand voice and booking rules: whether you sound formal or conversational, what details are needed to request an appointment, which times can be offered, and how to handle requests that need confirmation.

Facts describe your business; instructions describe how the assistant should behave. Tell it to use the supplied information, ask a short clarifying question when a detail is missing, and say when it does not know. It should not invent prices, availability, policies, or promises.

Define when to stop and hand off: for example, a customer asks for a person, the request is a complaint, a quote needs approval, or the answer is not covered by the business material. Ask the assistant to summarize what the team needs to know when handing over.

Use this as a starting point for an agent instruction. Replace every bracketed field with confirmed information and remove any rule that does not fit your business:

In WAFLO, add business source material through the dashboard’s Knowledge Base. Upload a current services guide, FAQ, price list, or booking policy with a clear title. The agent’s conversational instructions are configured in the n8n workflow, so this article is not asking business owners to edit application source files or promising a system-prompt editor in the dashboard.

After adding or updating material, test with realistic customer questions: one with a clear answer, one missing an important detail, and one that should be handed to a person. Check that the response uses the source correctly and does not make up the missing information.