Knowledge Base
Voxtell Chat ยท Answer with AI and knowledge
The knowledge base in Voxtell Chat is a library of help articles your customers can read on their own. The same articles power the AI Assistant, so the answers it gives always match what you publish. Write an answer once and it works everywhere your customers ask questions.
What it does
The knowledge base lets you publish help articles that customers can read on their own, any time. Instead of typing the same reply to the same question again and again, your team writes the answer once and publishes it. Customers who like to help themselves get what they need without waiting on a reply.
The same articles feed the AI Assistant included with Voxtell Chat. When a customer asks a common question over SMS, WhatsApp, website live chat, Facebook, or Instagram, the assistant answers instantly from what you published. Because every answer comes from one place, customers hear the same thing no matter where they ask.
The result is fewer repeat questions landing in your shared team inbox. Your people spend their time on the conversations that actually need a person, and the routine questions answer themselves.
How it works in Voxtell
The knowledge base is built into Voxtell Chat, a $25 per user per month add-on to the Voxtell AI Phone System flat plan. Your articles live alongside the shared team inbox where all five channels land: SMS, WhatsApp, website live chat, Facebook, and Instagram. When the AI Assistant can answer from an article, it does. When a question needs a human, it hands the conversation to your team in that same inbox.
Setup is white glove. Our team configures it with you, and we help turn the questions your customers ask most into your first articles. If something changes later, our in-house Orlando support team has your back.
It also works alongside the AI Phone System. Calls and texts share the same business number, the bilingual AI Receptionist answers your phones in English and Spanish, and the knowledge base keeps your written channels covered. Together they give customers a consistent answer whether they call, text, or message.
How businesses use it
Realty
A realty office serving a Walt Disney World Resort community gets the same questions from buyers and residents week after week. The team publishes articles covering the questions they answer most, and the AI Assistant handles them instantly on the website and over text. Agents step in only when a conversation turns into a real lead.
County health
A county health office fields constant questions about hours, locations, and what to bring to an appointment. Published articles answer those questions the same way every time, on every channel. Staff spend less time repeating basics and more time helping the people in front of them.
Pet grooming retail
A grooming and retail business like Woof Gang Bakery and Grooming hears the same pre-appointment questions from new pet parents every day. Articles on how to prepare for a visit let the AI Assistant answer instantly over Instagram and SMS. The front desk stays focused on the pets in the shop.
Logistics
A logistics company running 15 locations needs every location to give customers the same answer. One knowledge base means one source of truth, so a customer messaging any location hears the same policy. New hires get consistent answers to lean on from day one.
Restaurants and pizzerias
A pizzeria gets a rush of messages about hours, catering, and large orders right when the kitchen is busiest. The AI Assistant answers those from published articles while staff keep making food. Only the orders and questions that need a person reach the inbox.
RV resorts
An RV resort answers the same arrival questions from every incoming guest: check-in details, site rules, what to expect. Articles cover all of it, and guests get instant answers over WhatsApp or the website at any hour. The office handles reservations instead of repeating directions.
Best practices
- Start with the questions your team answers most often in the inbox. Those are the articles that save the most time.
- Write the way you talk to customers. Short, direct answers work better than formal documentation.
- Keep one topic per article so the AI Assistant can match each question to a clear answer.
- Update articles whenever hours, policies, or offerings change. The assistant answers from what you publish, so stale articles mean stale answers.
- Review conversations the AI Assistant handed off to your team. Repeated handoffs on the same topic usually mean a missing article.
- Ask our team for help during setup. White-glove configuration is included, and we build your first articles with you.
Common questions
Related features
All featuresAI Chat Assistant
Answers common questions instantly, any hour, and hands off to a person when it should.
AI Receptionist
Answers every call 24/7, handles common questions, and routes the rest to a person.
Auto Attendant
A menu that greets callers and sends them to the right team without a receptionist.
See Knowledge Base working for your business
Book a demo and we will set it up around your actual call flow. White glove, from the first hello.