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The FAQ knowledge base is how you teach the AI to answer questions about your business. The more comprehensive your FAQ, the better the AI performs on real calls.
Prefer writing your own instructions instead of question/answer pairs? You can switch your receptionist to a freeform custom prompt. A custom prompt is ideal for lead qualification flows. It is also ideal for reusing a prompt you already built for AI Calling.

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Add FAQs

You have three ways to populate the knowledge base:

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Manual Entry

  1. Open your receptionist’s Knowledge Base page
  2. Click Create New FAQ
  3. Choose the Manual Entry tab
  4. Enter the question and the answer
  5. Click Create FAQ

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Generate from your website

If your business has a public website, point hyzl at it and let the AI extract FAQs automatically:
  1. Open your receptionist’s Knowledge Base page
  2. Click Create New FAQ
  3. Choose the Website Crawler tab
  4. Enter your business URL
  5. Review the starter set of FAQs
  6. Edit any answer you want to change
  7. Save the FAQs you want to keep
hyzl crawls the site and extracts a business description. It then generates the starter set of FAQs for you to review.

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Generate from pasted text

Do you have an existing description of your business? It could be a one-pager, an “About Us” doc, or a sales script. Paste it in and have the AI produce FAQs from it:
  1. Open your receptionist’s Knowledge Base page
  2. Click Create New FAQ
  3. Choose the Bulk Import tab
  4. Paste your business description
  5. Review the FAQs that hyzl generates
  6. Save the ones you want to keep
The AI does not respond with verbatim FAQ text. It uses the content as knowledge and answers naturally in conversation. You do not need to anticipate every possible phrasing; the AI understands intent.

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FAQ scopes

If you run multiple receptionists, each FAQ has a scope that controls which receptionists use it:
  • Shared: applies to all of your receptionists. Use shared FAQs for information that is true across your whole business, such as company-wide policies or your website address.
  • This receptionist only: specific to the receptionist you are editing. Use this for details that differ between receptionists, like a location’s address or a department’s hours.
Receptionist-specific FAQs are isolated between receptionists. Shared FAQs are visible to every receptionist on your account. A FAQ added to receptionist A as This receptionist only is not used by receptionist B.

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Where to manage each scope

Open AI Receptionist in the sidebar and go to the Knowledge Base tab. The page’s heading shows which scope you are viewing, and doubles as a dropdown to switch it:
  • All receptionists lists your Shared FAQs. New FAQs added here are shared with every receptionist.
  • Choosing a receptionist shows the combined set it uses on calls: shared FAQs plus its own. Each row carries a badge for its scope. The add dialog lets you choose either scope with a toggle.
On a call, a receptionist answers using its shared FAQs and its own receptionist-specific FAQs combined.

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What to include

Good FAQ topics:
  • Business hours and location
  • Services or products offered
  • Pricing and packages
  • How to get started / onboarding process
  • Common objections or concerns
  • Return / cancellation policy
  • Contact information for specific departments

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Edit and delete FAQs

Click any existing FAQ to edit the question or answer. Click the trash icon to delete it. Changes take effect on the next call.

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FAQ vs call handling actions

FAQs handle informational questions. Call handling actions (forwarding, SMS, email) handle operational outcomes. Use both:
  • FAQ: “What are your hours?” → AI answers directly
  • Call handling: “I’d like to book a meeting” → AI sends a scheduling link by SMS

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Tips for better answers

  • Write answers the way you would actually say them on a phone call, not like a website FAQ
  • Keep answers concise: two or three sentences maximum
  • If a question has multiple parts, split it into separate FAQ entries