What is General Knowledge?
General Knowledge is the foundational information your AI agent uses across all communication channels (chat, voice, text, email). This is where you define your agent’s personality, core business information, and universal response guidelines.
Adding General Knowledge
Navigate to Knowledge
Go to Knowledge > General from your agent dashboard.
Add Your Information
Enter information in plain language about:
- Your business and services
- Common questions and answers
- Policies and procedures
- Key facts and figures
Save
Click Save to apply changes immediately.
What to Include
Business Basics
We are Acme Services, a family-owned business since 1990. We specialize
in residential and commercial cleaning services in the Phoenix area. We
serve customers throughout Maricopa County.
Services and Products
We offer three main services:
1. Residential Cleaning - Weekly, bi-weekly, or monthly home cleaning
2. Commercial Cleaning - Office and retail space cleaning
3. Deep Cleaning - Move-in/move-out and special occasion cleaning
All services include eco-friendly cleaning products at no extra charge.
Hours and Availability
We're open Monday through Friday, 8 AM to 6 PM, and Saturday 9 AM to 3 PM.
We're closed on Sundays and major holidays. Same-day service is available
for an additional fee if booked before 10 AM.
Residential cleaning starts at $120 for a standard home. Commercial
cleaning is quoted based on square footage. Deep cleaning starts at $200.
All prices include supplies and eco-friendly products.
Our main office is located at 123 Main Street, Phoenix, AZ 85001.
Phone: (555) 123-4567
Email: info@acmeservices.com
You can also book online at our website: www.acmeservices.com/book
Using Summarize from Website
If you’ve connected a website, you can automatically generate knowledge:
Click 'Summarize based on Website'
Button appears next to the knowledge field.
Wait for Processing
Clarky analyzes your website and generates a comprehensive summary.
Review and Edit
The generated summary appears in the knowledge field. Review and adjust as needed.
Choose Action
- Replace: Replaces all existing knowledge
- Append: Adds to existing knowledge
The summarize feature is great for getting started quickly, but always review and customize the generated content for accuracy.
Knowledge Structure
Write Conversationally
Good:
We're open Monday through Friday from 9 AM to 5 PM. If you need help
outside these hours, we offer emergency service for an additional fee.
Just let us know what you need!
Hours: M-F 9-5
Emergency service available
Additional fee applies
Be Complete
Include all relevant details so your agent doesn’t have to guess:
- Specific hours and time zones
- Complete pricing (ranges if exact prices vary)
- All service locations
- Exceptions and special cases
- Policies and terms
Add Context
Help your agent understand when to use information:
For customers asking about payment, let them know we accept all major
credit cards, checks, and cash. We require a 50% deposit for first-time
customers, which can be paid via credit card over the phone.
If someone asks about refunds, our policy is: Full refund if canceled
24 hours before appointment. No refund for cancellations within 24 hours,
but we can reschedule at no charge.
Updating Knowledge
Knowledge should evolve:
- Review monthly for accuracy
- Update when business details change
- Add information about common questions
- Remove outdated content
Next Steps
