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Sometimes the best way to train your AI assistant is to simply write or paste the information yourself. Text content items let you add business details, policies, FAQs, or any other information directly, without needing a website or document file.

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When to Use Text Content

Text content is ideal for:
  • Information not on your website — internal policies, pricing details, or procedures that aren’t published online
  • Custom FAQs — questions and answers specific to what your callers ask
  • Quick updates — a fast way to add new information without creating a document
  • Corrections or clarifications — adding details that your website doesn’t cover well
  • Talking points — specific phrases or facts you want your assistant to know

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Creating a Text Knowledge Item

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From the Knowledge page

  1. Go to Knowledge in your dashboard sidebar
  2. Click the Add Knowledge button
  3. Select Text Content from the resource type options
  4. Enter a Title for the item (optional — if left blank, a default title like “Text knowledge - [date]” will be used)
  5. Enter your content in the Text Content field
  6. Click Add Knowledge to save
The title field helper text reads: “Optional title for this resource. If left empty, ‘Text knowledge - [date]’ will be used.”

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From the Blank Document dialog

If you’re using the legacy document view, you may see the Blank Document option:
  1. Click Add Document and select Blank Document
  2. Enter a Name for the document (e.g., “Service Pricing”)
  3. Type or paste your content in the Content field
  4. Click Upload to create the item
The dialog description reads: “Manually add the information to a blank document.”

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What to Include in Text Content

Here are some ideas for effective text content:

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Services and pricing

We offer the following services:
- Emergency repairs: $150 service call fee + hourly rate
- Scheduled maintenance: $99 per visit
- New installations: Free estimate, pricing varies
- Same-day service available for emergencies

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Business hours and policies

Business Hours:
Monday - Friday: 8:00 AM - 6:00 PM
Saturday: 9:00 AM - 2:00 PM
Sunday: Closed (emergency service available)

Cancellation Policy:
Cancel at least 24 hours in advance for no charge.
Same-day cancellations may incur a $50 fee.

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Frequently asked questions

Q: Do you offer financing?
A: Yes, we offer 0% financing for 12 months on all installations over $1,000.

Q: What areas do you serve?
A: We serve the greater Metro area including Springfield, Shelbyville, and Capital City.

Q: Are you licensed and insured?
A: Yes, we are fully licensed (#12345) and carry $2M in liability insurance.

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Editing Text Content

Unlike website and document items, text content can be edited after creation. This makes it the most flexible knowledge type. To edit a text item:
  1. Find the item in your Knowledge list (look for the Text badge)
  2. Click the pencil icon (Edit) button
A side panel opens with the title “Edit Text Content” and the description “Update your text training resource content.”
  1. Update the Title field if needed (titles must be less than 200 characters)
  2. Edit the Text Content field as needed
  3. Click Update Content to save your changes
The text content field has a helper note: “Update the text content to train your agent about your business.”
Note: Only admin users can edit knowledge items. If you don’t see the edit button, contact your organization admin.

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Text Content vs. Other Types

FeatureTextWebsiteDocument (PDF)
Editable after creationYesNoNo
Content you controlYou write itScraped from URLExtracted from file
Best forCustom info, FAQsExisting web contentExisting documents
Processing timeInstantA few secondsA few seconds
Text content is the only type that lets you update the information in place. For websites and documents, you’d need to delete and re-add to update the content.

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Tips for Writing Effective Text Content

  • Use clear headings — organize your content with headings so the AI can find specific topics quickly
  • Be factual and concise — write the way you’d want your assistant to speak, with clear, direct answers
  • Include numbers and specifics — prices, hours, zip codes, and other concrete details help your assistant give accurate answers
  • Write in Q&A format — for FAQs, the question-and-answer format works particularly well
  • Keep items focused — create separate text items for different topics (e.g., one for pricing, one for service areas) rather than one massive item
  • Use descriptive titles — a title like “Emergency Service Pricing” is more useful than “Info”