# Knowledge Base

The Knowledge Base is where you write the information your AI Voice Agent uses to answer customer questions. The better your knowledge base, the smarter the AI sounds on the phone. Think of it as training a new receptionist -- you're giving them the answers to every common question.

## Steps

1. **Open the Knowledge Base.** Go to Setup and click "Knowledge Base."
2. **Create a new article.** Click "New Article" and give it a clear title (e.g., "Service Area," "AC Repair Pricing," "Business Hours").
3. **Write the content in plain English.** Write the way you'd explain it to a new employee. For example:
   * "We service all of Maricopa County including Phoenix, Scottsdale, Mesa, and Chandler."
   * "Our diagnostic fee is $89, which gets waived if the customer approves the repair."
   * "We're open Monday through Friday 7 AM to 5 PM, and Saturday 8 AM to noon."
4. **Organize by topic.** Group related articles together so they're easy to find and update. Common categories:
   * Service area and hours
   * Pricing and fees
   * Services offered
   * Warranty and guarantees
   * Emergency procedures
5. **Save and publish.** Once published, the AI can immediately use the article to answer customer questions on calls.

## Tips for Good Articles

* **Be specific.** "We service Phoenix" is okay. "We service Phoenix, Scottsdale, Tempe, Mesa, Chandler, Gilbert, and Glendale" is better.
* **Use the customer's language.** Write "AC repair" not "HVAC remediation."
* **Keep it current.** If your prices change or you add a new service area, update the articles right away.
* **Start with the top 10 questions** your office gets on the phone. That covers most calls.

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**Related Pages**

* [Voice Agent Overview](/ai-voice-agent-and-dispatch/proforge-csr/voice-agent.md)
* [How Calls Work](/ai-voice-agent-and-dispatch/proforge-csr/voice-agent/how-calls-work.md)
* [Call Recordings](/ai-voice-agent-and-dispatch/proforge-csr/voice-agent/call-recordings.md)
* [CSR Settings](/ai-voice-agent-and-dispatch/proforge-csr/csr-settings.md)


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.proforgeerp.com/ai-voice-agent-and-dispatch/proforge-csr/csr-settings/knowledge-base.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.