--- title: "Uploading the client's business info" description: "Every disappointing AI bot has the same root cause: nobody told it anything." canonical_url: https://chatfuel.com/docs/for-agencies/uploading-client-business-info markdown_url: https://chatfuel.com/docs/for-agencies/uploading-client-business-info.md last_updated: 2026-08-12 lang: en site: https://chatfuel.com/docs llms_txt: https://chatfuel.com/llms.txt --- # Uploading the client's business info Every disappointing AI bot has the same root cause: nobody told it anything. Every disappointing AI bot has the same root cause: nobody told it anything. The Knowledge Base — one of the bot's [five modules](https://chatfuel.com/docs/for-agencies/bot-modules-and-blocks) — is where the client's business lives inside Chatfuel, and filling it well is the highest-leverage hour of the whole setup. A bot with a rich Knowledge Base quotes real prices, answers real objections, and sounds like the client's best salesperson. A bot with an empty one says "I'm not sure" until the lead leaves. One split to keep straight: the Knowledge Base is what the AI *knows*; [Automations](https://chatfuel.com/docs/ai-features/automations) are where and how it *behaves*. Business facts — company info, catalog, FAQ, working hours — go here. How the bot talks and acts goes into the automations. This page is about the knowing half. For an agency this is a two-step job: **collect** the information from the client during onboarding, then **load** it into the client's company in Chatfuel. ## What the Knowledge Base holds [#what-the-knowledge-base-holds] * **About the company** — name, working hours, address, phone, email, website, payment options, and a short description. The identity facts the bot states with confidence. * **Catalog** — the services or products, each with a name, description, and price. Keep it focused: under \~50 items, only what the client actually wants leads to ask about. The bot should never invent a price — if it's not in the Catalog, it's not quotable. * **FAQ** — question–answer pairs for what leads actually ask: deposits, cancellations, delivery, parking, "do you work weekends". Short answers, 1–3 lines each, phrased the way customers phrase them. Each piece has its place. Prices belong in the Catalog, not in the instructions; policies belong in the FAQ. Duplicating content across sections makes the bot inconsistent — one fact, one home. What's *not* Knowledge Base material: the bot's role, tone, and house rules ("always offer a free consultation before quoting renovation work"). That's behavior, and it lives in **Additional instructions** on the automation — on Main bot for everywhere, or per source where a client wants a different voice for a different audience. Collect it in the same questionnaire; it just lands on the other page. ## Step 1 — collect it from the client [#step-1--collect-it-from-the-client] Send the client a short questionnaire as part of onboarding, alongside the [access checklist](https://chatfuel.com/docs/for-agencies/what-to-ask-the-client-for). What you need: * Company basics: name, hours, address, phone, email, website, payment methods. * Their top 5–15 services or products **with current prices**. * The 10–25 questions their staff answers every single day — ask the person who runs their WhatsApp today; they know. * House rules: what the bot should always offer, never promise, and when a human must take over. * Tone: how they talk to customers — formal, friendly, emoji or no emoji. The client answering in a voice memo is fine — you don't need a polished document, you need the facts. ## Step 2 — load it into Chatfuel [#step-2--load-it-into-chatfuel] Loading it is the same job through two equal doors. The **Knowledge Base** page in the left sidebar shows every section as editable fields — type the facts in, and changes take effect in new conversations immediately ([here's a walkthrough of the Knowledge Base screens](https://chatfuel.com/docs/ai-features/how-to-set-up-knowledge-base)). Or hand the raw material to the [AI Co-Worker](https://chatfuel.com/docs/for-agencies/interface-tour-for-agencies) — by text, by forwarding a voice note, or by **attaching files and images**: a price list PDF, a brochure, a menu photo, a screenshot of the client's old FAQ page. It extracts the information, files everything into the right sections, and confirms what it saved: * *"Add my business hours, address, and top 10 FAQs to the knowledge base."* * *"Add a new service to the catalog: gel manicure, $35, 45 minutes."* * *"Update the business hours in the knowledge base."* The tone and house rules from your questionnaire go to the behavior side: paste them into **Additional instructions** on Main bot, or tell the Co-Worker how the bot should talk and it will write them in. And if you start with the **"Set up WhatsApp"** onboarding, its first step is exactly this: the Co-Worker shows what it already knows about the business and asks you to fill the gaps. ## Test it like a lead would [#test-it-like-a-lead-would] Before the client ever sees the bot, interrogate it in the [Test chat](https://chatfuel.com/docs/ai-features/how-to-test-your-automation): ask for prices, opening hours, the tricky FAQ cases. Wherever it stumbles or improvises, the Knowledge Base has a gap — add the missing fact and ask again. Most "the bot sounds vague" complaints trace back to exactly this kind of gap; [Troubleshooting the qualification bot](https://chatfuel.com/docs/for-agencies/troubleshooting-the-qualification-bot) covers the other failure modes. Once the answers hold up, teach the bot what to find out from every lead — that's [lead qualification questions and logic](https://chatfuel.com/docs/for-agencies/lead-qualification-questions-and-logic). **Note:** this isn't a one-time upload. Prices change, services come and go, new questions appear in real chats. Put a monthly Knowledge Base review into your client-maintenance routine: refresh the catalog, add FAQs for questions the bot answered badly, prune what's outdated. A stale bot quoting last season's prices costs the client trust — and costs you the retainer.