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Build your business knowledge base
5 minute read
Reviewed October 4, 2026
Short answer
Short answer
Your business knowledge base contains the information Engage can use to answer customers: hours, services, pricing rules, policies, and frequently asked questions. Manage it in your workspace on the web or in the iPhone app, then reindex after changes and check a real customer question.
Before you start
- Access to the correct Engage workspace
- Current, approved business facts and a person responsible for keeping them accurate
- Permission to edit knowledge and run indexing in your workspace
Start with the questions your front desk repeats
Create short documents around one topic: opening hours and holiday closures, services and service areas, booking instructions, cancellation policies, or frequently asked questions. Write the answer a customer should receive, plus any conditions and when a person should take over.
Use exact facts. If pricing or availability varies, explain what the team needs to confirm instead of promising a price or appointment. Keep passwords, internal credentials, and individual customer records out of answer documents.
Example: appointment changes
To change an appointment, contact the front desk with your name and appointment time. A team member must confirm the new time. Engage should not promise that a requested slot is available.
Manage knowledge on the web
Open Business knowledge in your signed-in dashboard. Check the workspace before making changes. The Files area provides the existing knowledge editor and file-management tools.
- 01Create a document or upload an existing knowledge file. Use a descriptive filename for each topic.
- 02Open a file, review its content, and save your changes. Resolve any save or conflict errors before continuing.
- 03Run the knowledge reindex operation after editing or uploading. Wait for its reported result.
Manage knowledge on iPhone
Open the Knowledge tab in Engage. On earlier app versions, open Account → Library to reach the same business files. Business documents and workspace images are separate sections. Text and Markdown documents can be edited in the app.
- 01Confirm the active workspace under Account.
- 02In Knowledge, tap New document or Upload knowledge file. Search the file list by filename to find an existing document.
- 03Save your edits, then tap Reindex knowledge and confirm. If an error appears, resolve it or retry before relying on the new answer.
Check the answer and keep it current
Ask a realistic question through your configured customer-facing Engage experience after indexing. Check both the answer and the handoff when information is missing. Saving a file alone does not confirm that the assistant is using it.
Review the knowledge whenever hours, services, prices, or policies change. Keep public product help separate from the business facts used to answer your customers. The Help center teaches your team how to use Engage; it does not contain your workspace documents.
Availability and limits
What to keep in mind
- Indexing and document actions require a working connection and workspace access.
- The iPhone editor supports text and Markdown. Other uploaded formats may require the web tools or source application to update.
- A saved document is not proof of an indexed or correct answer. Verify indexing and test the customer experience.
Keep going
Related guides
How do approved answers and source controls work?
Keep Engage answers grounded in reviewed business sources, clear boundaries, and an inspectable knowledge index.
Read guideHow does human takeover work?
Join an active Engage conversation, send a direct operator reply, and return control to the assistant when the human exchange is complete.
Read guideHow do I troubleshoot Engage or contact support?
Check common widget, answer, lead, takeover, and booking problems before contacting AJAI Support.
Read guideNeed a specific answer?
Review your Engage flow with AJAI.
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