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 labeled piece of information — a key and a value — that your agent can reference during calls.

What Quick Facts Are

A Quick Fact is a single piece of business information:

• Business Hours: Monday-Friday 8am-5pm, Saturday 9am-1pm
• Address: 123 Main Street, Suite 200, Portland OR 97201
• Cancellation Policy: 24-hour notice required for cancellations
• Insurance Accepted: Delta Dental, Cigna, Aetna, BlueCross BlueShield
• Emergency Contact: For after-hours emergencies, call 503-555-0199

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

How Your Agent Uses Facts

Facts are loaded into your agent's knowledge at the start of every call. For smaller knowledge bases, facts are included directly in the agent's context. For larger knowledge bases, facts are embedded and searchable — the agent retrieves them as needed during conversation.

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 address, phone number, parking instructions.

When a caller reaches a specific location's phone number, the agent sees both org-level facts and that location's specific facts. If a location-level fact has the same key as an org-level fact, the location version takes precedence.

What Makes a Good Quick Fact

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

• Hours of operation (per location if they differ)
• Address and parking/access information
• Services offered and pricing (if public)
• Accepted payment methods, insurance providers
• Cancellation and refund policies
• Emergency contact information
• Specific procedures ("new patient process", "how to schedule a consultation")

Avoid facts that are opinions, rarely asked, or change frequently. For complex information that needs explanation (not just a value), use FAQs or Documents instead.