> ## Documentation Index
> Fetch the complete documentation index at: https://docs.routiq.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Knowledge Base

> What Robyn knows about your clinic. Websites, PDFs, text notes — plus a knowledge-gap loop that flags every question she couldn't answer so you can fill the gap once.

<Info>
  **Why this matters.** Most clinic FAQs are 80% the same questions
  asked over and over: where do I park, do you take Medicare, what's
  the cancellation policy, do I need a referral. The Knowledge Base
  lets Robyn answer all of them once, instantly, on every channel —
  and the **knowledge-gap loop** turns the messy long-tail of
  unexpected questions into a structured backlog you fill at your
  own pace.
</Info>

## What goes in the knowledge base

Three sources, mix and match:

<CardGroup cols={3}>
  <Card title="Websites" icon="globe">
    Add your clinic's URL(s). Routiq crawls and indexes the public pages — services, fees, team bios, locations, FAQ pages.
  </Card>

  <Card title="Documents" icon="file-pdf">
    Upload PDFs with deeper detail — procedure descriptions, in-clinic forms, treatment plans, condition info sheets.
  </Card>

  <Card title="Text notes" icon="note-sticky">
    Quick free-text entries for things not on your website: directions, parking, public-holiday hours, "what to bring", referrer-specific instructions.
  </Card>
</CardGroup>

## The knowledge-gap loop

This is the part most AI receptionists don't have. When a patient asks something Robyn can't answer:

1. Robyn says she'll get someone to follow up
2. The question is captured as a **knowledge gap** in the dashboard
3. Account admin gets a digest of unanswered questions (configurable cadence)
4. Admin clicks "Add answer" — types a one-line text note
5. Next time a patient asks the same thing, Robyn answers instantly

The knowledge base gets stronger every time it fails.

## How Robyn uses the knowledge base

<CardGroup cols={2}>
  <Card title="Patient asks a clinic-info question" icon="circle-info">
    "Where do I park?" → Robyn pulls the answer from a text note or website page, tailors the wording to the channel.
  </Card>

  <Card title="Patient asks a service question" icon="hand-holding-medical">
    "What does an initial physio assessment involve?" → Answers from your services page or service-description PDF.
  </Card>

  <Card title="Patient asks a clinical question" icon="ban">
    "Should I take ibuprofen with my treatment?" → Robyn does **not** answer from the KB even if the answer is in there. Clinical questions always escalate.
  </Card>

  <Card title="Patient asks something not in the KB" icon="circle-question">
    Robyn says she'll get someone to follow up, captures the question as a knowledge gap, escalates to your team for a callback if needed.
  </Card>
</CardGroup>

## What your patient sees

> **Patient (SMS):** Hey, do you guys take Medicare for the chronic disease management plan?
>
> **Robyn:** Yes — we accept Medicare CDM (Chronic Disease Management) plans for podiatry and physio. You'll need a referral from your GP under the plan. Bring the GP's referral letter to your first appointment. Want me to book you in?

## Setup

<Steps>
  <Step title="Add your website">
    **Settings** → **Knowledge Base** → **Websites** → **Add Website**.

    Paste your URL, click **Crawl**. Routiq indexes up to 100 pages of your site (depth 3 by default; configurable). Initial crawl takes 2-10 minutes.

    <Tip>
      You can hit **Refresh** any time you've made changes to your website — Robyn gets the new content within minutes.
    </Tip>
  </Step>

  <Step title="Upload PDFs">
    **Settings** → **Knowledge Base** → **Documents** → **Upload**.

    Common documents to upload:

    * Service descriptions / what-to-expect handouts
    * Cancellation policy
    * Treatment plan templates
    * Insurance / Medicare info
    * Pre/post-treatment instructions

    PDFs up to 25MB each, no limit on count.
  </Step>

  <Step title="Add text notes">
    **Settings** → **Knowledge Base** → **Text Notes** → **Add Note**.

    Use these for things not on your website. Examples:

    * **Directions** — "We're upstairs from the cafe on the corner of X and Y. Lift access via the side door on Z St."
    * **Parking** — "Free 2-hour parking on the street. Paid lot on X St if street is full."
    * **Public holidays** — "Closed Easter Monday. Reopens Tuesday 9am."
    * **Referrer-specific** — "If your referral is from Dr X, your first consult is bulk-billed."

    Aim for one note per topic, plain English, two sentences max.
  </Step>

  <Step title="Set knowledge-gap notification">
    **Settings** → **Knowledge Base** → **Knowledge Gaps** → **Notifications**:

    * **Email frequency** — daily digest, weekly digest, or instant per question
    * **Recipient** — single email, multiple emails comma-separated
  </Step>

  <Step title="Review and fill gaps weekly">
    **Dashboard** → **Knowledge Gaps** shows every question Robyn couldn't answer, sorted by frequency. The most-asked unanswered question is always at the top.

    Click "Add answer" → type a text note. Robyn uses it on the next conversation.

    <Tip>
      Don't aim for "complete" — fill the most-asked 10-20 questions and move on. The long tail of one-off questions isn't worth chasing.
    </Tip>
  </Step>
</Steps>

## What Robyn won't answer (even if it's in the KB)

By design, Robyn refuses to answer:

* Clinical questions ("should I take...", "is it normal that...", symptom questions)
* Diagnosis or treatment recommendations
* Emergency triage
* Specific medication advice

Even if the answer is sitting in a PDF in your KB, Robyn escalates these. This keeps Routiq AHPRA-safe and prevents accidental clinical-decision-by-AI.

## Common questions

<AccordionGroup>
  <Accordion title="What if my website changes — does Robyn know?">
    The website source has a **Refresh** button (and an auto-refresh schedule, configurable per website). Hit refresh after a major content update.
  </Accordion>

  <Accordion title="Can I edit what Robyn says?">
    Indirectly — by editing the underlying source. If a PDF says something out of date, replace the PDF. If a text note is wrong, edit the note. Robyn doesn't memorise anything; she pulls from the current KB on every question.
  </Accordion>

  <Accordion title="What if a patient asks something competitors might find embarrassing for me to answer?">
    Robyn answers from the KB. If the answer isn't in the KB, she escalates rather than guessing. She doesn't make up content.
  </Accordion>

  <Accordion title="Can I tell Robyn to never mention something?">
    Yes — **Settings** → **Knowledge Base** → **Restricted Topics**. Add a topic; Robyn won't volunteer info on it (e.g. internal pricing for specific procedures, ongoing legal matter, deprecated services).
  </Accordion>

  <Accordion title="How do I see what Robyn pulled from the KB for a specific conversation?">
    Open any conversation in the dashboard; the right panel shows which KB entries were referenced for each Robyn message. Helps you spot incorrect or stale entries.
  </Accordion>
</AccordionGroup>

## Next

<CardGroup cols={2}>
  <Card title="Human escalations" icon="user-headset" href="/features/human-escalations">
    Where unanswered questions go (and the email/transfer routing).
  </Card>

  <Card title="Channels" icon="phone" href="/channels/calls">
    The same KB powers calls, SMS, email, WhatsApp, and the website widget.
  </Card>
</CardGroup>