Maple Voice Core
Knowledge Base
Teach your voice agent about your business
The knowledge base holds what your voice agent knows about your business. The agent uses entries as reference material, not a script. You don’t need question variations or translations. Write clear, complete answers in English, and the agent rephrases them and answers in the caller’s language.
Open the knowledge base
Click Knowledge in the sidebar. The page has three tabs:
- Overview shows how many entries and behaviors guide your calls, when you last edited, and any entries that need attention.
- All Entries is where you add, edit, search, and delete entries.
- Behaviors shows what Maple has learned about how to speak and what to do on calls.
Add an entry
Open All Entries
Click the All Entries tab.
Write the question
In Add a knowledge base entry, type the Question a caller might ask. For example: “Do you take reservations for large groups?”
Write the answer
Type the Answer you want Maple to give. Include every detail a caller needs. Maple uses it as a guide, not word for word.
Click Add entry
The entry appears in your list.
To change an entry, open it, click Edit entry, update the question or answer, and click Save. To remove one, click Delete entry.
Each entry has a source label: AI (drafted by Maple), Template (from a template), or Manual (written by you). Use the source filter (All, AI, Template, Manual) to narrow the list. You can also search questions and answers, and sort the list.
Want help wording an entry? Click Or try drafting with Copilot. Maple Copilot drafts entries with you in conversation.
Start from a template
Templates give you a full set of common entries to edit. Click Add Template, choose a Template type (Restaurant or Salon), and confirm. Maple adds the whole set to your list, labeled Template.
Template answers contain bracketed placeholders, such as [Insert full street address] or [xx] minutes. Replace every one with your real details. Filter by Template, open each entry, and edit it. The health check flags any placeholder you leave in (see below).
Delete any template entries that don’t fit your business.
Suggest entries from your website
Maple can draft entries from a page on your site.
- On the Overview tab, click Suggest from a URL.
- Enter one website URL, such as your menu, services, or contact page, and click Suggest entries.
- Maple reads the page and drafts entries. When it finishes, usually within a minute, the new entries appear in your list. If it takes longer, Maple keeps working in the background, so check back in a few minutes.
Drafted entries are labeled AI. To cover more of your site, run it again with another URL.
Keep entries healthy
On the Overview tab, the Needs your attention card checks your entries and flags these issues:
- Placeholder: template text like
[xx]or[Insert address]that you haven’t filled in. - Conflict: two answers that disagree.
- Duplicate: several entries that ask the same question.
- Vague: an answer too thin to be useful.
Click Review next to an issue to open the entry and fix it. After your edits, click Re-run checks. When nothing is flagged, you’ll see “Your knowledge base looks healthy.”
Behaviors
Behaviors tune how Maple talks and what it does on every call. Maple learns them as it handles calls and as you work with Maple Copilot. You don’t type them in. You view them on the Behaviors tab.
There are two types:
- How it speaks: wording and tone.
- What it does: the actions Maple takes.
The list shows each behavior’s text, type, and when it was last updated. Filter by All, How it speaks, or What it does, or search the text.
Entries or behaviors?
The agent uses an entry only when a caller’s question calls for it. For example, it mentions your corkage fee only if someone asks. A behavior applies to every call. Use one when the agent must say or do something the same way each time, such as:
- The exact wording it uses to read back and confirm an order
- Tone or details to mention at the start of every call (you edit the greeting itself under AI Agents → your agent → Message)
- Bringing up a current promotion without being asked
- How to pronounce your restaurant’s name or a menu item
- What it says before a transfer, or when it should transfer instead of handling something itself
The Behaviors tab is read-only. To add, change, or remove a behavior, contact Maple support and describe it in plain words, for example “always mention our lunch special between 11 AM and 2 PM.” Most changes take effect quickly. Call your agent afterwards to check.
Keep each behavior to one narrow rule. Several overlapping rules, such as a few about how to end a call, can make the agent repeat itself or blend them. Add them one at a time and test after each. Ask Maple to remove a time-limited behavior, such as a promotion with an end date, once it no longer applies, or the agent keeps mentioning it.
When the agent doesn’t know
The agent answers from what you’ve set up in Maple. It doesn’t look things up elsewhere. If your answer to “Do you have parking?” is “No,” it says there’s no parking and doesn’t suggest nearby garages.
When a caller asks something it can’t answer, the agent offers to transfer them to your handoff number. It never hangs up on them. Callers can also ask for a person at any point in the call; there’s no keypad menu.
Some requests always go to your staff:
- Complaints and other sensitive issues
- Catering that needs a custom quote or coordination
- Changes to existing reservations, unless your plan includes reservations and Phone Reservations is on
- Anything that needs a system Maple isn’t connected to
Every question you add an entry for is one less call your staff has to take. Check transcripts for transferred calls and add entries for the questions behind them.
What to include
Cover the questions callers ask most:
- Location and parking
- Delivery and pickup policies and fees
- Payment methods
- Dietary accommodations
- Reservations
- Accessibility
- Events, catering, and private dining
- Wi-Fi
- Items served only at certain times, such as “Desserts are only available during dinner service, 4–9 PM, Monday through Saturday”
- Daily specials, with the schedule if they rotate by day
- Special policies, such as corkage, BYOB, dress code, or pets
Remove time-sensitive notes, like a holiday closure or construction, when they stop applying.
Aim for at least 10 entries before you go live. Start with 10 to 15, then add more from real calls.
Test and maintain
Call your agent and ask things like “What are your hours?” and “Do you deliver?” Check that the answers are right.
Review call transcripts each week. Add an entry for any question the agent couldn’t answer, and update entries when things change. Check Needs your attention on the Overview tab from time to time.
If the agent gives a wrong answer, such as a wrong price or a dish you don’t serve, check the entry on that topic and look for outdated ones, like old specials or discontinued items. If the answers are right and the problem continues, contact Maple support so the team can review the call.