How Your Agent Learns from Quick Facts

Quick Facts are the simplest and most powerful way to teach your agent about your business. Each fact is a named piece of information, a name and a value, that your agent can reference during calls.

What Quick Facts Are

A Quick Fact is a single piece of business information:

• Insurance Accepted: Delta Dental, Cigna, Aetna, BlueCross BlueShield
• Cancellation Policy: 24-hour notice required for cancellations
• Parking: Free for the first two hours in the garage on 5th Street
• Payment Methods: Visa, Mastercard, HSA cards, Care Credit
• Walk-in Availability: Walk-ins welcome on Tuesdays and Thursdays before noon

When a caller asks "do you accept Delta Dental?" or "what's your cancellation policy?", your agent retrieves the relevant fact and answers accurately — no guessing, no hallucination.

Hours, address, and phone numbers are configured in their own dedicated steps (Schedules and Locations), and pricing lives in the Catalog. You don't need to add any of those as Quick Facts.

How Your Agent Uses Facts

At the start of every call, your agent receives a summary of your business built from your facts and FAQs, so the essentials are already in mind. During the conversation, when a caller asks about something specific, the agent looks up the exact fact and answers from its stored value, phrased naturally for speech.

The key advantage: facts are always up to date. When you change a fact in the dashboard, the next call uses the updated value. There's no retraining, no delay. You can also add, update, or delete facts by asking Allison — through the dashboard chat or by calling Allison — no need to open the dashboard for quick changes.

Org-Level vs Location-Level Facts

If you have multiple locations, facts can be scoped:

• Org-level facts (no location specified) apply to all locations. Example: your cancellation policy, accepted insurance, general service descriptions.
• Location-level facts apply to a specific location. Example: that location's parking instructions, walk-in availability, or which insurance plans a particular office accepts.

When a caller reaches a specific location's phone number, the agent can use both the org-level facts and that location's facts. Every fact has a unique name within your account, so a location fact doesn't replace an org-level fact with the same name. If two locations need different versions of the same thing, give each its own name, for example "Parking — Downtown" and "Parking — Eastside".

What Makes a Good Quick Fact

The best facts are specific, frequently asked, and factual:

• Accepted payment methods and insurance providers
• Cancellation and refund policies
• Parking and access information
• Walk-in availability and booking lead time
• Emergency contact information
• Age restrictions and other policy rules

Hours, address, and phone numbers belong in Schedules and Locations rather than Facts, and prices belong in the Catalog — those configurations have their own dedicated steps. Avoid facts that are opinions, rarely asked, or change frequently. For information that needs a sentence or two of explanation (not just a value), use FAQs. For longer reference material like handbooks or menus, use Documents.