> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voxhealth.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Knowledge base

> The answers the agent gives to questions callers ask about your practice.

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.**

## What belongs in it

<CardGroup cols={2}>
  <Card title="Practice logistics" icon="map-pin">
    Parking, the building entrance, which floor, whether there is an elevator, where to check in.
  </Card>

  <Card title="Policies" icon="scale-balanced">
    Cancellation and no-show policy, late arrivals, deposits, what happens if a patient is running late.
  </Card>

  <Card title="Insurance" icon="shield-halved">
    Which plans you are in network with, what you do for out-of-network patients, what you need at the first visit.
  </Card>

  <Card title="Visit preparation" icon="clipboard-list">
    What to bring, whether to fast, how early to arrive, whether a driver is needed.
  </Card>
</CardGroup>

## What does not belong in it

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

## 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.

<CodeGroup>
  ```text Good theme={null}
  We validate parking in the garage under the building. Bring your ticket to
  the front desk and we will stamp it. Street parking on Oak is metered until 6pm.
  ```

  ```text Too long theme={null}
  Parking: Our practice is located in the Medical Arts Building which has an
  underground parking garage accessible from Oak Street. Patients may park in
  any space not marked reserved. Validation is available at the front desk...
  ```
</CodeGroup>

One question per entry. An entry that answers three questions gets retrieved for one of them and reads out all three.

## 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](/front-desk/calls): most of them cluster on two or three questions nobody has written down yet.

<Tip>
  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.
</Tip>

## Attaching it to an assistant

A knowledge base is attached per [assistant](/agents/assistants). 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.