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The knowledge base is where you put everything your front desk says out loud twenty times a day and nobody has ever written down. When a caller asks a question that is not about their own record, the agent searches here. Settings → Knowledge Base.

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What belongs in it

Practice logistics

Parking, the building entrance, which floor, whether there is an elevator, where to check in.

Policies

Cancellation and no-show policy, late arrivals, deposits, what happens if a patient is running late.

Insurance

Which plans you are in network with, what you do for out-of-network patients, what you need at the first visit.

Visit preparation

What to bring, whether to fast, how early to arrive, whether a driver is needed.

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What does not belong in it

  • Anything patient-specific. The agent gets that from your PMS.
  • Anything that changes weekly. Hours belong in Locations, not here. The agent reads hours from your location settings and they stay right.
  • Clinical guidance. Route those calls to a clinician instead.

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Writing entries that work

Write the answer the way you would say it on the phone, in one or two sentences. The agent reads it aloud, so an entry that is three paragraphs long becomes a caller waiting through three paragraphs.
One question per entry. An entry that answers three questions gets retrieved for one of them and reads out all three.

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Keeping it current

The knowledge base is the first thing to check when the agent transfers more calls than you expect. Look at the transfer reasons in Calls: most of them cluster on two or three questions nobody has written down yet.
Review it monthly, and after anything changes that a patient would notice: a new location, a plan you stopped accepting, or a construction detour to your entrance.

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Attaching it to an assistant

A knowledge base is attached per assistant. If you run more than one assistant, decide deliberately which ones share a knowledge base. The most common stale-answer bug is a second assistant nobody remembered to attach.