If your AI receptionist is providing incorrect information, such as wrong pricing, services, or service areas, you can fix this by updating your Knowledge Base (FAQ).
Keeping your information accurate and up to date ensures that the receptionist gives your customers correct and reliable answers.
When to update your knowledge base
You should review or update your information if:
The AI is stating incorrect fees or pricing
The AI says you don’t service an area that you do
You’ve added new services (e.g., plumbing, HVAC)
Business policies or offerings have changed
The AI gives incomplete or outdated answers
How to add or update information you want your AI Receptionist to know
Step 1: Open the Joist app
Step 2: Select the AI Receptionist. You will find the AI Receptionist tab on:
Web: the left-side menu bar, then click AI Receptionist, and click Go To Your Assistant
iOS: click More in the bottom right corner of your page, and then click AI Receptionist from the list
Android: click Manage in the bottom right corner of your page, and then click AI Receptionist from the list
Step 3: From the main screen, click Visit this Page on the Make Changes tab
Step 4: Select Test AI Receptionist
Step 5: Use the navigation at the bottom of the page and click Next (three times) until you get to the call flow prompt page titled “Here’s the information AI Receptionist will collect from customer calls”
Step 6: Expand a category (e.g., General FAQs)
Step 7: Find and select the FAQ you want to update
Step 8: Edit the question or answer with the correct information
Step 9: To add new information, click Add another customer question
Step 10: Save your changes
Examples of updates
Incorrect pricing
Add or correct pricing details with accurate, up-to-date information
New services offered
Add FAQs for new services (e.g., plumbing, HVAC)
Include descriptions and any relevant details
Avoiding conflicting information in your setup
If your receptionist continues to say outdated or incorrect information after you’ve already updated it, there may be conflicting or duplicate content in your setup.
This usually happens when similar information is added in multiple places, such as across different FAQ sections or within both your Knowledge Base and call flow prompts. When this occurs, the AI may reference the wrong version or combine information, leading to inconsistent responses. Examples:
Pricing was updated in one FAQ, but an older version still exists in another section (e.g., General FAQ vs. service-specific FAQs)
The AI says you don’t service a location because a limited service area list exists in one section, even though you’ve updated it elsewhere
You only want to collect the customer’s address, but another section includes rules that restrict service areas
To prevent this, ensure information is consistent across all sections and remove any duplicate or outdated entries. Keeping your setup clean and aligned helps the AI provide accurate and reliable responses.