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The knowledge base is the reusable business profile: what you do, what you do not do, where you are, when you are open. It sits at the project level, so one sub account has one knowledge base, and Co-author reads it whenever it writes a script for an agent on that sub account. That is the point of it. Facts about your business stop being retyped into every script. If a fact changes after a script was written, check that agent’s script too. Each agent's script gets the services, hours and service area from the knowledge base. The offer and price are written for that agent alone. Each agent's script gets the services, hours and service area from the knowledge base. The offer and price are written for that agent alone.

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It is a recommendation, never a requirement

A project with no knowledge base works fine. Agents build, scripts write, campaigns run. Nothing is blocked. So treat it as something worth having when it helps, not a form to fill in first. The moments it earns its keep are obvious when they arrive: you are writing a first script and there are no business facts to work from, or you notice you have typed the same detail into three agents.

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What goes in

Durable facts, the ones that are still true next quarter and true for every campaign:
  • What the business actually does
  • Services in scope, and services explicitly out of scope
  • Location, service area, contact channels, website
  • Opening hours
  • Permanent disclaimers, like “licensed in California only”

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What does not go in

This is the more useful half of the list, because the temptation runs one way. Everything here belongs to a campaign, not the business, and putting it in the knowledge base means every agent on the sub account inherits it.
If a campaign fact comes up while you are building the knowledge base, it is not wasted. It is exactly what the script intake needs. Set it aside for the script rather than filing it here.

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Building the first one

Four short phases.
1

Look the business up

Finds the business on the web by its name, whatever CRM the sub account uses, and shows you the likely matches. You say which one is yours, and its public profile is read: what it does, where it is, how to reach it.If nothing turns up, that is not a failure. It just means the questions come from you instead.
2

Read the website, in the same breath

Once you have said which business is yours, its website gets read straight away rather than asking a second time.Some sites give up very little: a single page funnel, or a page that builds itself in the browser. That is normal, and it means a couple more questions.
3

Fill the gaps

Only what the scans did not answer, and only two questions or so unless you volunteer more. Usually: what the business actually does, what is out of scope, hours, and anything notable that is not online, like a specialisation or a permanent disclaimer.If the scans already gave enough for a useful profile, this phase gets skipped entirely. That is the preferred outcome.
4

Read the draft, then save it

The draft is shown to you in full before anything is written. Nothing is saved until you have seen it and said so.

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What a good one looks like

  • Plain English paragraphs. Two or three of them. Not a bullet dump.
  • Tight. Roughly 120 to 220 words. One screen.
  • General facts only, in the terms above.
  • Written in the language of the business, which is usually the language of its website, even when you happen to be chatting in another one. Business names, service names, URLs and phone numbers stay exactly as they are.
Noise gets discarded rather than preserved: testimonials, calendar links, CRM permission flags, placeholder IDs, social URLs that are not actually a contact channel. Where two sources disagree, the more likely one wins and you can correct it. A sub account marked country US with a UK postcode is a UK business, written as one, rather than a paragraph of caveats about the conflict.

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Editing an existing one

Make the smallest useful change and leave the rest alone. A correction is a correction, not a reason to redraft the whole profile, unless you actually want a rewrite.
Facts written here are asserted to real leads on real calls. An unsourced negative claim is the dangerous kind: “we don’t offer online training” is something the agent will state as fact and cannot walk back mid call. If a fact did not come from your scan, your website, or you, it does not belong in the knowledge base.

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In the API