Knowledge base entries per location

Summary

When you have more than one workshop site, knowledge base entries can be scoped to one location so the AI only mentions them to callers on that site’s phone number. Use this for things that are different per site - the address, the gate code, where the key drop-box is, parking instructions - so a customer who phones the Walthamstow number is not told the Tottenham gate code.

This article also explains the per-location opening hours and the two arrival / access fields, both of which the AI uses alongside the knowledge base when answering callers (the secure access field is never read aloud - see below).

Prerequisites

• You are signed in as an owner or user with the voice.settings.manage capability.
• Your organisation has two or more locations under Settings > Locations.
• Per-location knowledge base, opening hours, public arrival info and secure access info are available on the standard voice AI plan - no separate feature flag is required.

Steps

Add a knowledge base entry for one location only

1. Navigate to Settings > Voice AI > Knowledge Base.
2. Use the location selector at the top of the page to choose the location you want the entry to be heard at. If you choose Org default, the entry is heard at every location.
3. Press Add Entry. Fill in:
   • Topic - a short label, e.g. “Gate code”, “Key drop-box”, “Parking”.
   • Content - what you want the AI to say or know about, e.g. “Gate code is 4321. Drop the key in the white box at the front.”
   • Heard at - choose Only this location (the location you have selected) or All locations.
4. Press Add to save.
5. The entry appears in the list with a small label showing its scope:
   • “Heard at every location” for organisation-wide entries
   • “Only callers to {Location Name} hear this” for per-location entries

Change the scope of an existing entry

1. On the Knowledge Base page, click the pencil icon next to the entry.
2. Use the Heard at field to change the scope.
3. If you broaden the scope (e.g. from one location to all locations) or narrow it (from all to one), the dialog asks you to confirm. Broadening can leak per-site information; narrowing means callers to other sites stop hearing the content.
4. Press Save.

Set opening hours per location

Per-location opening hours are edited from the Locations page, not the Voice AI settings.

1. Navigate to Settings > Locations.
2. Click the location name to open the Edit Location dialog.
3. Find the Opening hours section. The editor shows seven days of the week, each with an open/closed toggle and start/end times.
4. Edit the hours for this site. To revert this location to use the organisation default opening hours, press Reset to inherit.
5. Press Save Changes to apply.

The opening hours you enter here are used by:

• The AI receptionist when callers ask “what time are you open?” - it quotes this site’s hours, not the organisation’s.
• The booking system, when computing available slots for an appointment at this site.
• The AI scheduling tool, when offering callers a slot.
• The WhatsApp and SMS auto-reply, when deciding whether the site is currently open.

If you leave a location’s opening hours blank (or press Reset to inherit), it falls back to the organisation-wide hours configured under Settings > Scheduler Settings.

Add arrival info or secure access info for one location

The Edit Location dialog has two fields for site-specific notes, with different visibility rules:

• Public arrival info - things the AI is allowed to share with anyone. Parking, which door to use, “we’re upstairs above the bay”. If a caller asks where to park, this is what the AI quotes from.
• Secure access info - gate codes, entry PINs, key-safe combinations. The voice AI, WhatsApp AI and SMS AI cannot read this field, so they cannot leak it. Customers see this only after signing in to the customer portal for an appointment at the site.

1. On the Edit Location dialog, scroll to the two fields.
2. Type non-secret arrival notes into Public arrival info (max 500 characters).
3. Type any codes, PINs or key-safe combinations into Secure access info (max 500 characters).
4. Press Save Changes.

The arrival info is included in the AI’s context for callers to this location’s phone number. It is not heard at any other site. The secure info is never read aloud by the AI on any channel.

If your organisation had the older single Special instructions field set up before this split shipped, a one-time migration banner walks you through moving the safe parts into Public arrival info. See Managing locations for the full migration guidance.

Onboarding banner when you add a second location

The first time your organisation goes from one location to two, the Knowledge Base page shows a one-time banner explaining the per-location scope. Read it, then dismiss it - the banner does not appear again.

Expected Outcome

• Knowledge base entries scoped to a location are only mentioned by the AI when the caller phoned that site’s number.
• Organisation-wide knowledge base entries continue to be mentioned everywhere.
• Each location’s opening hours, address and public arrival info are used by the AI, the booking system, and the WhatsApp/SMS auto-reply. The secure access info is held back from all AI channels and only released through the customer portal.
• Callers asking the AI “what time do you open?” get the right answer for the site they phoned.

Troubleshooting

Problem: I added a per-location entry and the AI still does not mention it. Cause: The caller may have phoned the wrong location’s number, or the entry’s scope may be set to the wrong site. Fix: Check which phone number the caller used, and which location that number is assigned to under Settings > Voice AI > Phone Numbers. Then check the entry’s Heard at field on the Knowledge Base page.

Problem: The AI quotes organisation hours instead of this location’s hours. Cause: The location’s opening hours are blank, so the AI falls back to the organisation default. Fix: On the Edit Location dialog, check the Opening hours section. If every day is blank, the site inherits org hours. Set the days you want to override.

Problem: I broadened a knowledge base entry from one location to all locations and now callers at other sites hear it. Cause: That is the expected behaviour after a scope change to All locations. Fix: If you only meant to make the entry available at one extra site, edit it again and add the location you want, or duplicate the entry as a per-location entry per site.

Permissions

Action	Required capability
View knowledge base	voice.settings.view
Add or edit per-location entries	voice.settings.manage
Edit a location’s opening hours	settings.locations.manage
Edit a location’s public arrival info or secure access info	settings.locations.manage

Notes

• The AI uses each location’s address, opening hours, public arrival info and knowledge base entries on inbound calls. The same per-location data is also used on inbound WhatsApp and SMS messages, so a customer texting Walthamstow’s number gets Walthamstow’s address back. The secure access info field is never used on any of these channels - the AI cannot read it.
• Deleting a location also deletes its per-location knowledge base entries. The Edit Location dialog warns you before this happens.
• For date-scoped closures (Christmas Day, refurb week, public holidays), see Closed dates and holiday closures. Opening hours are the recurring weekly pattern; closed dates are exceptions to that pattern.