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How do I add critical facts about a customer?

Add important notes about customers that your AI can reference during calls for better service.

Updated this week

Critical facts are notes about a customer that your AI can reference during calls to provide better service.

Steps to add critical facts

  1. Go to Customers in the menu

  2. Click on the customer's profile

  3. Find the Key Information section

  4. Type your note

  5. Click Add

What to include in critical facts

Service preferences:

  • "Prefers appointments before 10am"

  • "Has a large dog - be prepared"

  • "Cash payments only"

Special requirements:

  • "Wheelchair access needed"

  • "Ring doorbell twice"

  • "Key is under the mat"

Important history:

  • "Previous complaint about timing"

  • "Referred by John Smith"

  • "VIP customer - priority service"

Warnings:

  • "Difficult to reach by phone"

  • "Address can be hard to find"

How AI uses critical facts

Your AI Receptionist has access to critical facts during calls. This helps the AI:

  • Mention relevant information naturally

  • Avoid asking questions you already know the answer to

  • Provide context-appropriate responses

Note: Critical facts are shown to your AI but aren't read out directly. The AI uses them intelligently during conversation.

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