Adding and Managing Quick Facts

Adding a Quick Fact

1. Go to Knowledge Base in the dashboard sidebar
2. Select the Facts tab
3. Click Add Fact
4. Enter a Name (what this fact is about, e.g., "Accepted Insurance")
5. Enter the Value (the information itself, e.g., "Delta Dental, Cigna, Aetna, BlueCross BlueShield")
6. If you have more than one location, optionally select a Location if this fact only applies to one of them
7. Click Add Fact

The fact is available to your agent on the next call. Each fact name must be unique within your account.

Editing a Fact

Click the pencil icon on any fact to open it, make your changes, and click Save Changes. The update takes effect on the next call.

Deleting a Fact

Click the delete icon on any fact and confirm. The agent will no longer reference this information.

Location-Scoping Facts

If you have multiple locations, each fact can be assigned to a specific location or kept global:

• When creating or editing a fact, a Location dropdown lets you choose which location it applies to
• "All Locations (global)" means the fact applies everywhere
• A location-specific fact (e.g., "Parking — Springfield") only applies to that location
• The sidebar location selector filters what you see: select a location to see only that location's facts plus global facts
• You can change a fact's location at any time by editing it

Because fact names are unique across your account, a location fact doesn't override a global fact with the same name. Give location-specific variants their own name.

Tips

• Keep values specific and factual: "Delta Dental, Cigna, Aetna" not "most major insurance"
• If a value changes seasonally (e.g., a temporary cancellation policy), update the fact when the change takes effect
• Use consistent formatting across related facts so the agent's responses sound consistent
• For information that needs a sentence or two of explanation, use an FAQ instead
• Hours, address, and phone numbers belong in Schedules and Locations, and prices belong in the Catalog — don't duplicate them as Facts

You Can Also Ask Allison

You can add, update, or delete facts by asking Allison — through the dashboard chat or by calling Allison directly (voice requires identity verification). For example: "Add a fact called Parking with the value 'Free for the first two hours in the garage on 5th Street'" or "Delete the Holiday Hours fact." Allison will confirm the change before making it. A fact added by chat is scoped to whichever location is selected in the dashboard sidebar (choose All Locations for an org-wide fact); check the Facts tab if you are unsure where it landed.