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Knowledge: skills and actions
Knowledge: skills and actions
Written by Danny Lannon
Updated over a week ago

Control what your agent knows and how it responds to callers from the Knowledge screen.


Video overview

The Knowledge table explained

Skills - we call each knowledge item a "skill". Skills represent what your agent can do.

Example phrase - what a caller can say to trigger the skill. Don't worry, this is only 1 example of many that your agent will understand.

Action - what your agent will do when a callers asks about the skill. For most skills, you can change the action your agent will take.

How to change your Agent's knowledge

Clicking any skill in the Skills table will open a form where you can

  1. Change the configuration for that skill using the drop-down menu

  2. See a sample of how the conversation might go

Let's look at the form for Take Order.


If a caller asks about ordering anything, the above Take Orders skill is currently set to respond by offering to send a link with an option to customize what the Agent will say.

Use the drop-down menu to change this setting.

Knowledge imported from Yelp, Wix & Google

If you have a Yelp, Wix or Google account, when you sign up to Goodcall we import data to setup Skills like LOCATION and OPEN HOURS for you.

If you want to change this data, you'll need to do so in those accounts. Why? We don't want you to have to update all your business info. in multiple places. Goodcall checks for new data every 24 hours.

Every Skill explained

Explore our skills section to read about all the skills in detail.

How can I get more Skills?

Use the Request New Skill button and tell us what you need. We'll make them for you :)

Why can't I make my own Skills?

It breaks things. These language models are tricky and changes need to be tested before deployed. For example, if you're a dog groomer and want to add an "Accepted pets policy" that would break "Covid policy".

But we could make that "Pet policy" skill for you. We very much encourage you to click the Request Knowledge button and tell us what you need. We want to make them!

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