AI and integrations

Train and verify the AI receptionist using your knowledge base

Prepare a reviewed source, wait for processing and compare a controlled answer with the current business fact.

8 min readReviewed 2026-09-12

Key takeaways

• Upload, processing and retrieval are three separate checkpoints.
• A controlled question and source comparison are stronger evidence than a generic ready label.
• Voice testing adds a separate call and delivery check after knowledge retrieval.

Prepare a source that can be checked

Open Knowledge Base and choose current, concise business information that the team is allowed to share. Keep credentials, private customer records and conflicting versions out of the source. Before uploading, decide which exact question the source should answer and keep the source available for comparison.

• Use one policy, service detail or opening-hours example with a clear current answer.
• Remove an outdated version rather than asking the assistant to choose between conflicts.
• Do not upload secrets or unrelated customer data.

Upload and wait for processing

Use the formats and limits displayed by the upload control, then upload once. Keep the processing state visible until it finishes. A successful upload is an ingestion event; it does not prove that retrieval uses the right source. If an item reports an error, record the displayed details and use the supported recovery path before trying a replacement.

• Keep the source name and processing state with your test notes.
• Do not repeatedly upload the same failed item while the first result is unclear.
• Treat partial processing as unresolved until the supported test confirms retrieval.

Test retrieval and voice behaviour separately

Open Test Knowledge Base and ask the exact question you prepared. Compare the response with the current source, including language and important qualifiers. If the assistant is connected to Voice Agent, make one permitted call with the same known-answer question and review the call row, transcript and outcome. This separates knowledge retrieval from voice delivery and call handling.

• Ask one specific question before trying a broad conversational prompt.
• Compare the answer with the source rather than grading it from memory.
• Review a wrong answer before changing the provider or phone settings.

Correct, retest and record the boundary

When an answer is wrong, first check for stale or conflicting source material. Update the source through the available control, wait for processing again and repeat the same controlled question. If the answer is still uncertain, record the question, source state and observed response. The guide can teach the check; it cannot certify provider activation or a customer-facing answer that was never observed.

• Keep the same question when comparing before and after a source correction.
• Escalate processing errors with the displayed error and a safe source reference.
• Do not state that the AI is trained because a file is merely listed.

Examples

Example: Test Knowledge Base returns an old opening hour. Find the conflicting source, update or remove it, wait for processing and repeat the same question.
Example: the text answer is correct but the permitted voice test records a partial call. Review the call issue before changing knowledge content.