Knowledge: what your assistant knows about you

The Knowledge page is split into three sections, each with its own counter: Your business (your website and your answers to customers’ questions), Your rules (how it answers) and Your hours. The test to file a sentence: if a customer could ask it, it goes in Your business; if it is an order you would give your receptionist, it goes in Your rules.

Opening hours are not a setting hidden behind a button: they are information like any other, your assistant announces them to callers and uses them to flag calls received outside those hours.

Everything saves automatically in this tab. No Save button, no form to submit: a discreet indicator confirms the save, and a plain message warns you if your assistant has not yet received the change.

An information entry is a pair: the question your customers ask, and the answer your assistant will give. Write the answer as it should be said on the phone, in one or two sentences.

The Add information card sits at the top of the list. It saves as soon as the question and the answer are filled in, then clears when you leave it.

Every entry can be edited afterwards, with no need to delete and recreate. An entry that came from a source and was edited by you keeps a mention of its origin. Deleting, on the other hand, asks for confirmation.

The number of entries is capped at 40: beyond that, your assistant loses precision rather than gaining knowledge. Twenty accurate answers beat eighty vague ones.

The Website card, at the top of the Your business section, takes your site address: a green check confirms it is readable, and the Enter key starts the scan. Tinos reads the home page and up to three inner pages, prices, services, service area, then turns them into questions and answers, added to the list just below.

While scanning, the site’s row shows Processing, then the number of questions added, linking to Your business where they live. Generated entries carry a mention of their source. A site can only be added once: to scan it again, delete it, then add it again.

Deleting a source removes the generated questions and answers you have not edited. The ones you corrected stay: your work is never wiped by deleting a source.

Every day of the week has an Open or Closed switch and one or several time slots. That is what lets you declare a lunch break, or a Saturday morning only.

These hours serve three purposes: answering callers who ask whether you are open, flagging calls received outside opening hours, and forming the basis of the appointment slots offered in the Calendar.

Below the days of the week, Exceptional closures cover dates: holidays, works, stocktaking, public holidays you take off. On those days, your assistant announces that you are closed and offers no appointment.

Everything you write here goes into your assistant instructions. It is therefore checked on save.

A question, an answer or an instruction containing an instruction that tries to hijack the assistant is refused, with a message placed under the field concerned. A check even runs while you type, so you do not lose your text.

This is not censorship of your business: writing a firm commercial rule is perfectly fine. It is protection against booby-trapped text, including text that might arrive through a site scan.

The quality of your answers on the phone depends directly on the quality of what you write here.

• One question, one idea: three topics in a single entry produce a confusing spoken answer.
• Write the way you speak: your assistant reads your answer out loud, and a written report sounds wrong on the phone.
• Read your calls back: the real questions from your customers are in your Conversations, not in your imagination.