AI Agent Knowledge lets you add information and guidelines that your AI Agent can reference during phone calls, such as your leasing process and maintenance contact details. Keep this information accurate and current, and review the agent’s answers in test calls.
The Knowledge section on the agent page is for voice calls only. For email and text (SMS), link knowledge in the relevant capability instead.
Before using these examples
These are examples to adapt, not ready-to-use policies. Replace sample company details and every bracketed placeholder with your organization’s approved information before adding it to Knowledge.
Have the policy owner and qualified legal reviewer check housing-related answers for the applicable property and jurisdiction, including vouchers, screening, fees, occupancy, pets, and assistance-animal accommodations. If an answer is missing or uncertain, direct the caller to your approved team contact rather than guessing.
Have a qualified safety reviewer approve emergency guidance for each service area. Verify local emergency and utility contacts with official sources. Do not route immediate danger to an email inbox or make callers wait for a property-management response.
Use planned test calls to check the agent’s answers, then review the call record and correct the Knowledge where needed. Do not place test calls to emergency services or utility emergency lines.
Agent Knowledge examples
Topic | Information to adapt for your organization |
Company identity | [Company name] provides [approved service summary]. The AI agent represents [team or department]. |
Website | Our website is [verified website URL]. |
Rental search areas | We serve [cities or regions]. If a caller asks about another area, direct them to [approved leasing contact]. |
Property information | Property names, addresses, and availability: [approved property reference]. If a caller’s address is unclear, ask them to confirm it instead of changing digits or removing hyphens. |
Housing vouchers | Explain [approved voucher policy for this property and jurisdiction]. Refer questions about eligibility or exceptions to [designated team contact]. Do not assume the same policy applies to every property. |
Non-emergency vendor and callback inquiries | For routine vendor inquiries and callbacks, provide [approved operations contact]. If the caller describes immediate danger, use the approved emergency guidance instead; do not direct them to wait for an email reply. |
Pet policy | Explain [approved pet policy for this property, including any applicable fees and restrictions]. Handle assistance-animal accommodation questions through the separate approved accommodation process, not the ordinary pet-policy response. |
Application fees | Explain [approved application fee, who it applies to, and any applicable refund terms for this property and jurisdiction]. Refer unresolved questions to [leasing contact]. |
Occupancy | Explain [approved occupancy policy for this property and jurisdiction]. Refer questions about a household’s circumstances or exceptions to [designated team contact]. |
Income requirements | Explain [approved screening criteria and accepted income documentation for this property and jurisdiction]. Do not add an income multiplier or documentation requirement that is not in the approved policy. |
Applicant documentation | Explain [approved application and identity-verification requirements for this property and jurisdiction]. Refer questions involving citizenship, immigration status, or acceptable documents to [designated team contact]. Do not invent additional requirements. |
Assistance-animal accommodations | Provide [approved process and contact for assistance-animal accommodation requests]. Do not use the ordinary pet-policy answer or invent certification, medical-documentation, fee, or eligibility requirements. |
Property management services | We manage [property types] in [service areas]. For details, contact [verified owner-services contact]. |
Suspected gas leak | If you suspect a gas leak, leave the area immediately. Once safely away, contact emergency services or the gas utility’s verified emergency line. Do not operate switches, use a phone in the affected area, attempt repairs, or try to shut off utilities. Do not wait for a property-management callback. |
Immediate electrical danger | Keep away from suspected electrical hazards, damaged equipment, and downed power lines. Leave the affected area if you can do so safely. From a safe place, contact emergency services or the local electric utility’s verified emergency line. Do not touch equipment, operate breakers, or attempt repairs. Follow emergency responders’ instructions. |
Non-emergency maintenance | Explain [approved routine maintenance reporting process and contact]. Do not coach callers through electrical, gas, or equipment repairs. If the caller reports a possible hazard, stop routine troubleshooting and use the approved emergency guidance. |
The emergency examples follow the leave-first and avoid-sparks guidance in PSE’s natural gas safety guidance and the stay-clear guidance in PSE’s downed power line guidance. These references do not replace a locally approved emergency plan. Use verified contacts for the utility serving the property.
Configure actions separately
Knowledge provides information for conversations. It does not control card creation, stages, or field updates.
- Use Data Collection Settings > Custom Data Collection to choose the information the agent should collect.
- Use Capabilities > Card - Create/Update to choose the destination Board and the Stage for new cards.
- Check the configured fields and the resulting card. Do not assume a Knowledge instruction saves a caller’s budget to a contact card or changes a work order’s stage.
For the setup steps and limitations, see Create or update cards with an AI agent.