What Is the Knowledge Source?
The knowledge source is a text document — essentially an FAQ or information sheet — that the 3CX AI Receptionist reads in order to answer caller questions. When a caller asks something, the AI searches the knowledge source for relevant information and uses it to respond.
To create or edit the knowledge source, log in to the 3CX Admin Console and go to Integrations › AI › Knowledge Sources. You can paste plain text directly or upload a text file.
The AI only knows what is in the knowledge source. It cannot access your CRM, call logs, website, or any other external data. If a fact isn't in the document, the AI will not know it.
Format: Keep It Simple
The AI processes plain text best. Avoid complex formatting that may confuse the parser:
| Format | Recommended? |
|---|---|
| Plain text paragraphs | Yes — best option |
| Q&A format (Q: ... A: ...) | Yes — works well |
| Simple bullet lists | Yes — acceptable |
| Tables | No — avoid |
| Word documents with headers/columns | No — strip formatting first |
A clean Q&A format is often the most effective because it mirrors how callers naturally phrase questions and makes it easy to verify the AI's source material.
What to Include
Think through the calls your receptionist handles every day and document the answers. At minimum, your knowledge source should cover:
- Business hours — be exact, include holidays if applicable
- Physical address and any directions or parking notes
- Services offered — what you do and what you don't
- Pricing — either specific prices or "contact us for a quote"
- Staff names and departments — who handles what
- How to reach support — email, ticket portal, phone
- Common FAQs — the 10 questions you hear every week
Be Specific — Vague Instructions Produce Vague Answers
The AI reads your knowledge source literally. Imprecise language leads to imprecise responses.
| Poor (Vague) | Better (Specific) |
|---|---|
| "We're open most weekdays." | "We are open Monday to Friday, 9:00 AM to 5:00 PM Eastern Time." |
| "Call us for pricing." | "For pricing on business phone systems, contact our sales team at solutions@dvgvoip.com or extension 104." |
| "We're near downtown." | "We are located at 123 Main Street, Thunder Bay, Ontario, P7B 1A1." |
Routing Instructions
The AI can transfer callers to extensions, but only if you tell it exactly when and where to do so. Write routing instructions as explicit directives in the knowledge source — the AI reads them literally.
Examples of clear routing instructions:
- "If a caller asks about pricing or wants a quote, transfer them to extension 104 (Sales)."
- "If a caller has a billing question, transfer them to extension 201 (Accounts)."
- "If a caller reports a phone outage or technical problem, transfer them to extension 300 (Support)."
- "If a caller asks for a specific person by name, transfer them to the extension listed in the staff directory below."
The AI can transfer to an extension number but cannot look up a person by name unless you include a staff directory with name-to-extension mappings in the knowledge source.
What the AI Cannot Do
Understanding the AI's limitations helps you avoid setting incorrect expectations in the knowledge source or with callers:
- It cannot access live data — call logs, CRM records, order status, appointment schedules
- It cannot transfer to a specific person by name unless you have a name-to-extension map in the knowledge source
- It cannot make outbound calls or send messages
- It cannot handle transactions — payments, bookings, form submissions
Writing Tone and Perspective
Write the knowledge source in the third person, describing the business as an external reference document would. This gives the AI a consistent voice and avoids confusion when it composes responses.
Example opening: "DVGVoIP is a business VoIP provider based in Thunder Bay, Ontario, serving businesses across Northern Ontario. DVGVoIP supplies and supports Yealink IP phones, 3CX phone systems, and managed VoIP services."
Avoid writing in first person ("We offer...") — while the AI can handle it, third-person tends to produce cleaner, more confident responses.
Testing and Refining
After saving the knowledge source, test the AI by calling your DID and asking the questions your callers ask most often. Listen for answers that are wrong, incomplete, or evasive — then update the knowledge source to address those gaps specifically.
- Call your business DID and let the AI answer.
- Ask your 5–10 most common caller questions.
- Note any answers that are incorrect, vague, or "I don't know."
- Add or rewrite the relevant sections in the knowledge source to be more explicit.
- Save and test again. Repeat until the AI handles all common scenarios correctly.
Keeping the Knowledge Source Updated
The AI only knows what was in the document when it last processed it. Whenever business facts change, update the knowledge source immediately:
- Hours change (holidays, seasonal hours)
- Staff changes — someone joins, leaves, or changes role
- New services added or old services discontinued
- Phone numbers or email addresses change
- New office location
Outdated knowledge sources are the most common reason AI Receptionists give callers wrong information. Build a habit of updating it at the same time you communicate changes internally.
Enabling the 3CX AI Receptionist on Your Account
The 3CX AI Receptionist is available on Enterprise and AI Edition plans. If you're on a lower tier or unsure whether your plan includes AI features, contact our sales team. We'll review your current plan and get it enabled.
Email solutions@dvgvoip.com or call (807) 700-7111 to get started.
Need Help?
Open a support ticket by emailing support@dvgvoip.com before calling — this helps us resolve your issue faster. Or call (807) 700-7111.