# Manage what your assistant knows

> Your assistant answers from four sources you maintain on the Knowledge and Behaviour tabs: company information, business hours, knowledge base documents and special terms.

https://scoco.ai/en/docs/knowledge/

Your assistant only knows what you give it. Each assistant has its own knowledge, which you maintain under **Assistants › Knowledge**. This page shows where that knowledge comes from, what each source does on the phone, and how to add to it or change it.

## The four sources

| Source | Where | What your assistant does with it |
|---|---|---|
| **About the company** | **Knowledge** tab | Has it ready in every call and tells callers at any time. |
| **Business hours** | **Behaviour** tab | Answers questions about opening hours and knows whether you are open right now. |
| **Knowledge base** | **Knowledge** tab | Looks up factual questions in your documents when **Use the knowledge base** is on. |
| **Technical terms & names** | **Knowledge** tab | Helps speech recognition get company names, people and technical words right. |

If something is in none of these sources, your assistant is instructed not to guess. It says it has no reliable information on that and takes the question down. When **Use the knowledge base** is on, scoco collects these questions for you, see [Close knowledge gaps](https://scoco.ai/en/docs/knowledge-gaps/).

If a caller only asks which company they have reached, your assistant gives your company name and town, even without **About the company**. What you offer it only knows from **About the company** or the **Knowledge base**.

## Company information and special terms

1. Open **Assistants › Knowledge**.
2. Under **About the company**, write in full sentences who you are, what you offer and where you are based. Public facts only: your assistant may tell them to any caller.
3. Under **Technical terms & names**, type a term and press Enter, a comma or **Add**.
4. Click **Save** in the bar at the bottom.

## Opening hours

You do not enter opening hours as text. They go under **Assistants › Behaviour** in the **Business hours** card, together with the **Time zone**. Your assistant answers every question about opening hours from that card and knows at the start of a call whether you are open. It only knows different hours for public holidays or company holidays if they are entered there. The same hours apply to [appointment booking](https://scoco.ai/en/docs/appointment-booking/).

## Documents in the knowledge base

Prices, services, service area or frequent questions belong in the **Knowledge base**.

1. Open **Assistants › Knowledge** and go to the **Knowledge base** card.
2. For a short text, choose **Add text**, fill in **Title** and **Content**, and click **Add**.
3. For files, choose **File** and drag one or more files onto **Drag files here**, or click it and pick them. You can also drop files straight onto the **Knowledge base** card. Each file uploads at once and gets its own row. If a file does not fit, its row says why, and the others carry on.
4. With your first document, scoco switches on **Use the knowledge base** in the **About the company** card, and your assistant answers factual questions from it from the next call. If you switched it off yourself, it stays off.

PDF, Word (.docx), Markdown and text files are allowed, up to 10 MB and at most 300,000 characters of text per file. scoco keeps only the text; the file itself is not stored. An uploaded file shows **Processing …** for a moment, then **Active**. The **Cited (30 days)** column shows how often your assistant cited a document in calls over the last 30 days.

> **Note:**
>
> While **Use the knowledge base** is off, your assistant looks up nothing in any document, however full the list is. The **Knowledge base** card then says so and offers **Switch on**.

## Changing what it knows

A document cannot be edited. Remove it with **Delete** in the row's menu and add the new version. Entries with the source **Website (reviewed)** or **Website page** come from your website. They change through the **Your website** card, see [Import your website](https://scoco.ai/en/docs/website-import/).

## Common problems

**The assistant does not use a document.** Check that **Use the knowledge base** is on and the document shows **Active**.

**A document shows “Error”.** The reason is shown under its title. Delete the document and upload it again.

**The file cannot be read.** It is encrypted, damaged or has no readable text, such as a scanned letter without text recognition. Paste the text in with **Add text** instead.

**The file is too large or has too much text.** Split the content across several documents.

**A name is misheard on the phone.** Add it under **Technical terms & names**.

_Last checked: 28 October 2026_