What is Agent Knowledge Summary?
The Agent Knowledge box (Agent Settings -> Business Information) is a powerful new feature that gives Rosie deeper, more specific information about your business. 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 Training Knowledge Works
Agent Training 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 Training Knowledge
Agent Training 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.
Getting Started with Agent Training Knowledge
For New Accounts
If you're a new user, your Agent Training Knowledge is automatically scraped and populated during account creation from your website. You can review and edit this information at any time.
For Existing Accounts
If you don't have content in the Agent Training Knowledge field yet, you have two options:
Option 1: Retrain Rosie to Auto-Populate (Recommended)
Trigger a retraining process that will automatically ingest and analyze all of your website pages. This will populate your Agent Training Knowledge with comprehensive business information.
To retrain Rosie:
Navigate to Admin → Agent Settings → Training Sources
Click "edit" and then initiate a re-train
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 touched and will stay as you have written it)
Services
Business Hours
Service Areas
Option 2: Manually Input Information
Prefer to have full control? You can manually write or paste your business information directly into the Agent Training Knowledge box. This gives you complete control over every detail Rosie knows about your business.
Editing Your Agent Training Knowledge
You can edit your Agent Training Knowledge at any time:
Navigate to Admin → Agent Settings → Business Information
Add specific details about your services, policies, team, service areas, or anything else that helps Rosie represent your business accurately
Click Save and Publish when finished
Tips for Great Agent Training 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 Training Knowledge whenever your services, hours, or coverage areas change.
Need Help?
If you have questions about Agent Training Knowledge or need assistance, please reach out to support@heyrosie.com or message us via the chat widget in the admin.