This article covers two pages under Optimize:
Business Details — what your agent knows about you and how it refers to your customers.
FAQ Responses — short, scripted answers your agent can read out for common questions.
For longer reference content (documents, websites, full-text snippets), see Adding a Knowledge Base — that's a separate feature with different limits and a plan gate. For when your agent picks up the phone (vs. when your business is open), see Setting your agent's schedule and failover in Going Live & Call Routing.
Business Details
You'll find this under Optimize → Business Details. The fields, in order:
Name — your business name.
Phone Number — your business phone, formatted as a US 10-digit number.
Address — free text. There's no autocomplete.
Website — your business website URL. Validated for format when you tab out.
Description — a paragraph describing what your business does. Your agent uses this for context when answering open-ended questions, so write it as if you were briefing a new employee.
Business Hours — a per-day editor (Monday–Sunday) where you set when your business is open, closed all day, or open 24 hours. If your business was found via Google Maps during onboarding, you'll see a toggle to sync these hours weekly from your Google listing.
Timezone — pick from the dropdown. Used for booking appointments at the right time, displaying call times in the Dashboard, and giving the agent a sense of "now."
Business hours vs. agent answering schedule: Business Hours here describe when your business is open, which the agent uses for context (e.g., "are you open today?"). They're different from the agent's answering schedule (when the AI actually picks up the phone), which lives in Going Live & Call Routing.
What you call your customers and leads
Two short fields control the words your agent uses for people who call you:
What do you call a customer? (e.g., "customer," "client," "patient," "member").
What do you call a lead? (e.g., "lead," "prospect," "applicant").
Both fields expect the singular form, not the plural. If you type "customers," you'll see an inline warning suggesting the singular instead — your agent treats these as template values and handles pluralization itself, so a plural in the field breaks the grammar.
FAQ Responses
You'll find this under Optimize → FAQ Responses. The page is a list of question-and-answer pairs your agent can reference during a call.
You can have up to 8 FAQs. Each one has:
Question — the wording of the question a caller might ask.
Answer — the response your agent should give.
Click Add FAQ to add one. The list is collapsible — click a row to expand and edit the answer in place; click the trash icon to delete. There's no master on/off toggle and no drag-to-reorder; FAQs are stored in the order you create them.
How FAQs differ from the Knowledge Base
Both let your agent answer questions, but they work differently:
FAQs are short and exact. Your agent reads the answer you wrote more or less verbatim. Use them for high-frequency, scripted answers ("Do you take walk-ins? No, we're appointment-only.").
The Knowledge Base is longer and flexible. Your agent searches uploaded text, websites, and files and synthesizes a response. Use it for deeper reference content the agent might paraphrase. (Growth and above; see Adding a Knowledge Base.)
You can use both at once. If a question has a clean, exact answer, an FAQ is usually the right home for it; for everything else, the Knowledge Base is better.