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What the agent answers from: price list, playbooks, and off-limits topics

How to load knowledge so the agent does not hallucinate: what it can promise, what only a human handles, how to tune behavior after live dialogs.

Agent quality = knowledge quality. If there is no Saturday slot in the base, it must not invent one. If “too expensive” is closed with a warranty, not a discount — that is a rule, not the mood of the shift.

What usually goes into knowledge
Price list and packagesprices, what’s included
FAQ and objectionstoo expensive, I’ll think, others are cheaper
Booking and slotswindows, staff, branches
Bans and escalationwhat only a human handles
Promos and seasondates, conditions

What loading looks like

  1. You send the price list, service descriptions, frequent chats — as a file or a link
  2. We mark what can be promised immediately and what only after a human
  3. We run test dialogs from your niche
  4. After launch you edit in spots: “don’t offer a discount in the first minute”
2 h
typical loop start
0
prompts from you
24/7
after channels are connected
CRM
context is not lost

Edits without rewriting a “prompt”

You change behavior in human language: “be firmer on premium,” “don’t book a banquet without a deposit.” The change goes into rules, not into the model’s raw text. Before production you can run the same dialog again.