Controlling What Your AI Says: Knowledge Base vs. Prompt

Answer Agent replies to your leads day or night. If it says something you don't want, like quoting a price, the fix is usually in the knowledge base, not the prompt.

The two places your AI gets its instructions

• The prompt sets the bot's personality, its goal (like booking appointments), and its rules of the road.
• The knowledge base is the information it pulls answers from: pages from your website, Google Docs, and the custom FAQ answers you've added.

When they disagree, the knowledge base wins. If your prompt says "never quote prices" but your website's pricing page is in the knowledge base, the AI can still quote those prices.

How to stop the AI quoting prices

1. Go to AI Agents, then Conversation AI, open Agent List, pick your bot, and open the Bot Training tab. Newer accounts keep the sources under AI Agents, then Knowledge Base.
2. Look at the Web Crawler pages. Remove any page with prices on it, like a pricing or specials page.
3. Check any Google Docs you've added and take out pricing.
4. In Custom Bot Responses (FAQs), add an answer for price questions, like "Every job's a little different, so we give exact prices after a quick look. Want to book a time?"
5. Test it. Ask the bot about price a few different ways and see what it says.

Other answers you might want to control

The same approach works for anything you don't want the AI promising, like service areas you don't cover, discounts, or same-day availability. Remove it from the knowledge base, then add a custom answer that says what you do want.

Phone calls and call routing

Your voice agent can be set up to answer the calls you want it to, and what's possible depends on your phone setup. With a number ported into Amplify, almost anything works: after hours only, after a set number of rings, or every call. With a forwarded number, it depends on what your carrier's forwarding allows, and some carriers are all or nothing. More in How Your Voice AI Handles Calls.

Not sure what's in your bot's knowledge base? Email support@earnworthy.com and we'll walk through it with you.