Knowledge base (facts about your business)
Updated 2026-10-19
The CustomIQ knowledge base stores verified facts about your business per brand (opening hours, services, pricing, insurance, location, policies, FAQ). You add them or import them from the brand profile in Knowledge base and approve them; WhatsApp and recommendations use the approved facts, and public replies to reviews only use those marked safe to publish.
Video tutorial
What is the CustomIQ knowledge base?
It is the list of approved facts about your business, per brand, sorted by category: opening hours, services, pricing, insurance, location, policies and frequently asked questions. These are the facts the AI may use when it answers on your behalf. Nothing is used without your approval, and only facts marked safe to publish may appear in public replies.
How do the chat and the agents use it?
The agents that handle conversations (WhatsApp) and the recommendations use every approved fact; public replies to reviews use only those marked "Safe to publish". The IQ chat does not ask you for these facts: they are managed from the dashboard.
What do I do from the dashboard?
In Knowledge base you select the brand, add facts with "Add fact" choosing their category, or import them from the brand profile with "Import from brand profile". Then you approve each fact and decide which ones are safe to publish. The page warns you if the base is insufficient and which essential categories are missing.
What do I need first?
A brand profile and the real business facts at hand: hours, prices, addresses and policies. Write them exactly as you want the AI to say them.
What does it cost?
Managing the knowledge base does not consume credits.
Steps
- Open Knowledge base. Go to Knowledge base and select the brand.
- Add or import facts. Press Add fact and choose a category (hours, services, pricing, insurance, location, policies, FAQ), or import from the brand profile.
- Approve each fact. Mark each fact as approved; without approval no agent uses it.
- Mark the ones safe to publish. Enable "Safe to publish" only on facts that may appear in public replies to reviews.
Frequently asked questions
- Is the knowledge base the same as the brand profile?
- No. The brand profile describes how the brand sounds and looks; the knowledge base stores concrete facts (hours, prices, policies) the AI can quote.
- What if the base is insufficient?
- The page warns that essential facts are missing; add the basic categories before relying on automatic replies.
Related
- Brand profiles and the brand guideWhat a brand profile is in CustomIQ, what the brand and design guide contains, and how to edit it so every agent uses it.
- Inbox and commentsHow to answer messages and comments from your social channels in the CustomIQ Inbox and configure AI assistance.
- Reply to Google Business reviews from CustomIQHow your Google reviews reach the Reviews page, how the reply is drafted, and how it is published on Google.