> ## Documentation Index > Fetch the complete documentation index at: https://docs.maple.inc/llms.txt > Use this file to discover all available pages before exploring further. # 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. > [!NOTE] > > Managers and admins can add, edit, and delete entries. Team members with access to your whole business can view entries but not change them. Team members limited to a single location see a “no permission” message. ## Add an entry 1. ### Open All Entries Click the **All Entries** tab. 2. ### 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?” 3. ### 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. 4. ### 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. 1. On the **Overview** tab, click **Suggest from a URL**. 2. Enter one website URL, such as your menu, services, or contact page, and click **Suggest entries**. 3. 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. > [!WARNING] > > Review every entry labeled **AI** or **Template** before you go live. Check each one for accuracy and for leftover placeholders. ## 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 > [!NOTE] > > Regular hours come from your [Store Hours](https://docs.maple.inc/voice-core/store-hours.md) settings. Don’t repeat them as entries. Set holiday and one-off hours as **Special hours** in the same settings instead. 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. ## Next steps - [Store Hours](https://docs.maple.inc/voice-core/store-hours.md): Set your regular hours - [Voice Configuration](https://docs.maple.inc/voice-core/voice-configuration.md): Customize voice settings - [Test your agent](https://docs.maple.inc/going-live.md): Make test calls - [Analytics](https://docs.maple.inc/dashboard-overview.md#step-8--analytics): See how your agent performs