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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.

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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.
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.

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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.

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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.

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Suggest entries from your website

Maple can draft entries from a page on your site.
  1. On the Overview tab, find Suggest from a URL.
  2. Enter one website URL, such as your menu, services, or contact page.
  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.
Review every entry labeled AI or Template before you go live. Check each one for accuracy and for leftover placeholders.

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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.”

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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 behaviors, How it speaks, or What it does, or search the text.

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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 and catering
  • Special policies, such as dress code or pets
Regular hours come from your Store Hours settings. Don’t repeat them as entries. Do keep holiday and special hours here.
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.

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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.

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Next steps

Store Hours

Set your regular hours

Voice Configuration

Customize voice settings

Test your agent

Make test calls

Analytics

See how your agent performs