Hosted plans include 1 MB of knowledge text on Free, 5 MB on Starter, and 20 MB on Pro, or about 400, 2,000, and 8,000 pages. The limit counts the text LobbyStack extracts from your documents and websites, not the size of the files. Each document you upload can be up to 10 MB.
Text entries
Text entries are best for short, authoritative facts.1
Open Knowledge
Go to Business > Knowledge.
2
Choose text
Click Add Knowledge and choose Text.
3
Add title and content
Use a short title and put the full answer in the content field.
4
Add
Click Add. The entry appears in the table.
Document uploads
Use document uploads for PDFs, Word documents, text files, and Markdown files that contain useful caller-facing information.
Uploaded documents enter a processing flow before they are ready. The table shows status values such as queued, indexing, ready, or error.
Keep uploaded documents caller-ready. Use current, approved material so the agent answers with the same information your team would share.
Website imports
Website import crawls a public URL and adds useful pages to the knowledge base. It is intended for public pages such as services, about, FAQ, hours, locations, menus, pricing, and contact pages. Website import focuses on public, caller-facing pages and skips:- Localhost, local network, or direct IP URLs.
- Pages behind a login.
- Low-signal pages such as checkout, cart, account, search, privacy, and terms pages.
- Static assets such as images, PDFs, spreadsheets, ZIP files, scripts, and stylesheets.
1
Open the website import dialog
Go to Business > Knowledge, click Add Knowledge, and choose Website.
2
Enter a public URL
Paste the homepage or section URL you want LobbyStack to crawl.
3
Start import
Click Import. The website appears as one row, and its page count grows as pages finish processing.
Answer unanswered questions
When your agent looks up a question in your knowledge and finds nothing, LobbyStack saves the question under Unanswered Questions on the Knowledge page. This covers phone calls, browser calls, website chats, and Instagram messages. Your own test calls count too. The list shows up to 50 questions, most asked first, with how many times people asked and when they last asked. Each question appears as your agent searched for it, up to 300 characters, so the wording can differ from what the caller said. A question asked again with different capitalization or punctuation counts on the same row. A reworded question gets its own row.1
Open unanswered questions
Go to Business > Knowledge and scroll to Unanswered Questions. When questions are waiting, owners and admins also get a link under Action required on Home.
2
Write the answer
Click Answer, write what the agent should say in up to 5,000 characters, and click Save Answer. LobbyStack adds a text entry titled with the question to the Knowledge table. New calls and conversations use it shortly after you save, and you can edit it like any other entry.
3
Dismiss what you won't answer
Click Dismiss to take a question off the list.
What happens when someone asks again
You can’t bring a dismissed question back from the dashboard. To answer it later, add a text entry yourself.
Who can answer questions
Owners and admins can answer and dismiss questions. Viewers can read the list, but they don’t get the Answer and Dismiss buttons or the link on Home. If your business has Activity only access through a partner, your team doesn’t see the Knowledge page.How long LobbyStack keeps questions
LobbyStack deletes a question 30 days after someone last asked it on Free, or 365 days on Starter and Pro. Each new ask restarts that period, including on a dismissed question. A text entry you saved as an answer stays in your knowledge until you delete it.Manage sources
The Knowledge table shows one row per source. A website is one row with its page count, and each file and text entry is a row of its own. From the table you can:- Open a file’s row to read the text LobbyStack extracted.
- Open a text entry’s row to edit it.
- Turn a source off without deleting it, and turn it on again.
- Delete a source permanently. Deleting a website deletes all its pages and stops an import still bringing them in.
Manage a website’s pages
Click a website’s row to open its pages. Each page has its own switch, so you can turn off one page the agent shouldn’t answer from and keep the rest. You can also remove pages, except the address you imported, and click Re-import to read the site again. Turning the whole website off and on again keeps the pages you turned off.Act on several sources at once
1
Turn on selection
Click Select above the table. A checkbox appears on each row.
2
Choose rows
Check the rows you want, or the box in the header to choose them all.
3
Pick an action
Click Delete, Turn off, Turn on, or Re-import for websites. Click Cancel or press Escape to leave without changing anything.
Give one agent its own knowledge
Every agent answers from the sources on this page. When one agent needs different facts, such as an evening line with its own door code, open that agent’s Specific knowledge page: go to Agents, pick the agent, and click Specific knowledge. The page has two tables:- Only this agent: sources you add here with Add Knowledge. Websites, files and text work as they do on the Knowledge page, and no other agent uses them.
- Shared with every agent: the sources from the Knowledge page. Each has a switch that turns it off for this agent only. A shared website opens its pages, where you can turn single pages off for this agent.