The Business Information tab is where you tell Rosie everything she needs to know about your business. The more complete and accurate this information is, the better Rosie will represent you on calls. This guide walks through every section of the Business Information tab and the FAQs page.
In This Article
Business Details (Name, Name Pronunciation, Address, Phone, Email, Business Overview)
Training Sources
Training Sources tell Rosie where to pull information about your business. There are two sources:
Google Business Profile — Rosie uses your Google Business Profile to pull in your business name, address, phone number, hours, and other public details.
Business Website — Rosie scrapes your website to build an understanding of your services, offerings, and business context.
These sources are used when you first create your account and whenever you retrain Rosie. To update your training sources, click Edit in the Training Sources section.
Retraining Rosie
If your website or Google Business Profile has changed significantly, you can trigger a retrain to refresh Rosie's knowledge:
Navigate to Admin → Agent Settings → Training Sources
Click Edit, then initiate a retrain
Important: When you retrain Rosie, the following fields will be automatically rewritten based on information found on your Google Business Profile and website:
Business Name
Business Address
Business Phone
Business Email
Default Business Overview (custom/write-your-own content will NOT be overwritten)
Services
Business Hours
Service Areas
Business Details
The Business Details section contains the core information Rosie uses to identify and represent your business on calls.
Name
Your business name as Rosie will reference it. This is typically pulled from your Google Business Profile during setup or retraining, but you can edit it manually at any time.
Name Pronunciation
If your business name has an uncommon or non-obvious pronunciation, use this field to spell it out phonetically so Rosie says it correctly on calls. Write it the way it sounds — think of it as coaching someone who's never seen the name before.
Examples:
Boughton Roofing → "Bow-ton Roofing"
Sieczkowski & Sons → "Sitch-COW-skee and Sons"
Pflugerville AC Repair → "Flooga-vill AC Repair"
Lacoste Landscaping → "Luh-COST Landscaping"
If your business name is straightforward and commonly recognized, you can leave this field blank.
Address
Your business's physical address. Rosie can share this with callers who ask for your location or directions.
Business Primary Phone Number
Your main business phone number. This is the number Rosie will reference if a caller asks for a callback number or your direct line.
Business Email
Your primary business email address. Rosie may share this with callers who ask how to reach you by email.
Business Overview
A brief description of what your business does. This gives Rosie a high-level understanding of your business that she can draw on naturally during calls. Write it in first person (e.g., "We're a family-owned landscaping company…") so Rosie sounds like part of your team.
Tips for a great Business Overview:
Keep it concise — a few sentences that capture the essence of your business
Mention what makes you unique or what you're known for
Include your founding year, mission, or key differentiators if relevant
Core Services
List the main services your business offers. Rosie uses this to accurately answer caller questions about what you do. Be specific — instead of just "plumbing," try listing individual services like "emergency repairs, drain cleaning, water heater installation, and repiping."
Click Edit to add or update your services at any time.
Agent Knowledge
The Agent Knowledge box is where you can give Rosie deeper, more specific information about your business beyond the basics. Think of it as business context that helps Rosie sound like she's actually part of your team when speaking with customers.
This AI-generated summary is created from a full scrape of your website pages, but you have complete control to edit and refine it to include the specific details that matter most to your business.
How Agent Knowledge Works
Agent Knowledge is written in first-person ("we are," "we do," "our services include") so Rosie naturally sounds like part of your team when she references this information during calls.
What Belongs in Agent Knowledge
Agent Knowledge should contain business context and information, not instructions or call handling directions.
Good examples:
"We specialize in luxury home sales in Scottsdale and Paradise Valley. Our agents have an average of 15 years experience."
"We offer emergency plumbing services 24/7 throughout the greater Austin area."
"We're a family-owned HVAC company that's been serving the community since 1985."
Not the right place for:
"If caller asks about scheduling, transfer to reception."
"Always ask for the caller's name first."
Call handling instructions or procedural prompts
Note: The system automatically removes most instructional prompting when you publish, so focus on providing rich business knowledge instead.
Tips for Great Agent Knowledge
Be specific about services: Instead of "we do plumbing," try "we offer residential and commercial plumbing, including emergency repairs, drain cleaning, water heater installation, and repiping services."
Mention what makes you unique: "We're a certified minority-owned business with 24/7 emergency service and same-day appointments available."
Add relevant policies: "We offer free estimates for all projects over $500" or "All our technicians are background-checked and fully licensed."
Keep it current: Update your Agent Knowledge whenever your services, hours, or coverage areas change.
Business Hours
Set your hours of operation for each day of the week. Rosie uses this information to let callers know when you're open, and can adjust her behavior based on whether you're currently open or closed.
Click Edit to update your business hours. You can set different hours for each day or mark specific days as closed.
Service Areas
Define the geographic areas your business serves. This helps Rosie answer questions like "Do you serve my area?" or "How far do you travel?" You can list cities, counties, regions, or states depending on how your business operates.
Click Edit to update your service areas.
Frequently Asked Questions (FAQs)
The FAQs page lets you give Rosie pre-written answers to common caller questions. You can add up to 20 FAQs, and Rosie will use them to answer callers accurately and consistently.
When to Use FAQs
FAQs are ideal for questions your team gets asked repeatedly, such as:
"Do you offer free estimates?"
"What forms of payment do you accept?"
"Are you licensed and insured?"
"Do you offer financing?"
"What's your cancellation policy?"
Tips for Great FAQs
Write the question the way a caller would ask it — use natural, conversational phrasing
Keep answers concise and direct — Rosie will be reading these aloud on a phone call, so shorter is better
Prioritize your most common questions — start with the ones your front desk answers most often
Update regularly — as your policies or offerings change, make sure your FAQs reflect the latest information
Adding FAQs
Navigate to Admin → Agent Settings → Frequently Asked Questions
Click + Add
Enter the question and answer
Click Publish when you're finished
Publishing Your Changes
After making changes to any section, remember to click Publish at the top of the page. Rosie won't use your updated information until it's been published.
Need Help?
If you have questions about setting up your Business Information or FAQs, reach out to support@heyrosie.com or message us via the chat widget in the admin.