Training Your AI Agent
Customize and improve your AI booking assistant to better serve your business.
AI Knowledge Base
Teach your AI about your specific business using the Knowledge Base.
Accessing Knowledge Base
- Go to Settings → AI & Automation
- Scroll to AI Knowledge Base section
- Enter custom instructions in the text area
- Click Save Changes
What to Include
The AI will reference this information when responding to customers.
Service Details
What to add:
- Service variations or options
- What's included in each service
- Special techniques or products used
- Prerequisites or requirements
Example:
- Our deep tissue massage includes hot stone therapy
- Express haircuts are for length maintenance only (no major style changes)
- Color services require a patch test 48 hours before appointment
- First-time Botox clients need a consultation first
Policies & Rules
What to add:
- Cancellation and rescheduling policies
- Late arrival policies
- Payment methods accepted
- Age restrictions
- Preparation instructions
Example:
- Cancellations require 24-hour notice
- Late arrivals beyond 15 minutes may need to reschedule
- We accept cash and credit cards (no checks)
- Clients under 16 need parent consent
- Please arrive with clean, dry hair for haircuts
Business Information
What to add:
- Parking information
- Location-specific details
- Accessibility information
- What to bring
- Check-in procedures
Example:
- Free parking available in the rear lot
- Wheelchair accessible entrance on the side
- Bring your insurance card for first visits
- Check in at the front desk upon arrival
Common Questions & Answers
What to add:
- FAQs you hear repeatedly
- Clarifications about services
- Specific concerns customers have
Example:
Q: Do you offer gift certificates?
A: Yes! Purchase them in-person or ask us to email one.
Q: Is tipping expected?
A: Tips are appreciated but never required.
Q: Do you have products for sale?
A: Yes, we carry professional hair care products at the front desk.
Industry Terminology
What to add:
- Alternative names for your services
- Terms customers use vs. your official service names
- Brand names or techniques
Example:
- Customers often call our "Brazilian Blowout" a "keratin treatment"
- "Balayage" and "ombre" are both types of our color services
- "Shellac" and "gel nails" refer to our Gel Manicure service
Best Practices for Knowledge Base
Keep It Concise
Don't write:
Our business has been operating for over 15 years and we pride ourselves on
exceptional customer service. We believe in using only the highest quality
products and our staff undergoes continuous training...
Do write:
- 15+ years of experience
- Professional-grade products only
- Highly trained staff
Use Bullet Points
Why: AI processes structured information better than paragraphs
Format:
Cancellation Policy:
- 24-hour notice required
- No-shows charged full price
- Rescheduling allowed once
Be Specific
Vague: "Cancel in advance" Specific: "Cancellations require 24-hour notice"
Vague: "Arrive early" Specific: "First-time clients should arrive 10 minutes before their appointment"
Update Regularly
When to update:
- Prices change
- Policies change
- New services added
- Common new questions emerge
- Seasonal changes (e.g., "We're closed Dec 24-26 for holidays")
Confidence Threshold
Adjust how cautious or aggressive your AI should be.
What Is Confidence Threshold?
The AI assigns a confidence score (0-100%) to every decision:
- Above threshold: AI handles automatically
- Below threshold: AI escalates to you
Accessing the Setting
- Go to Settings → AI & Automation
- Find Confidence Threshold slider
- Adjust between 60% and 95%
- Click Save Changes
Recommended Settings
Conservative (90-95%)
When to use:
- You're new to AI booking
- High-value or complex services
- You want maximum control
- Testing the AI
Effect:
- AI escalates frequently
- Very few AI mistakes
- More work for you to handle
Example: High-end salon with custom consultations
Balanced (75-85%) - RECOMMENDED
When to use:
- Most businesses
- Standard booking services
- You trust the AI
Effect:
- AI handles most simple bookings
- Escalates uncertain situations
- Good balance of automation and control
Example: Standard hair salon, massage spa, personal training
Aggressive (60-75%)
When to use:
- High booking volume
- Simple, standardized services
- You're comfortable with occasional errors
Effect:
- AI handles almost everything
- May make occasional mistakes
- Maximum automation
Example: Basic haircut shop, nail salon with simple services
Finding Your Optimal Threshold
Start at 80% (default)
If AI escalates too often:
- Review escalated conversations
- If they're simple bookings, lower threshold by 5%
- Monitor for a week
- Repeat if needed
If AI makes mistakes:
- Review mistake patterns
- If AI is too aggressive, raise threshold by 5%
- Update Knowledge Base to prevent similar errors
- Monitor for a week
Other AI Settings
Business Hours Only
Location: Settings → AI & Automation
When enabled:
- AI only responds during your business hours
- After-hours messages wait until you reopen
- Customer sees "We'll respond when we reopen" message
When to enable:
- You want to set clear boundaries
- You don't want after-hours booking attempts
- You prefer to handle all messages during work hours
When to disable:
- You want 24/7 booking availability
- Customers book from different timezones
- You want to capture evening/weekend bookings
AI Conversation Limit
Location: Settings → AI & Automation
Default: 10 messages
What it does:
- Limits back-and-forth between AI and customer
- After limit reached, AI escalates to you
- Prevents endless loops
When to increase (e.g., 15-20 messages):
- Your bookings are complex (multiple services, many options)
- Customers need lots of clarification
- You're fine with longer automated conversations
When to decrease (e.g., 5-8 messages):
- Your services are simple and standardized
- You want faster escalation for complicated requests
- You prefer shorter automated exchanges
Custom Message Templates
Personalize AI-generated messages.
Welcome Message
Location: Settings → AI & Automation → Welcome Message Template
Default: "Hi! Thanks for reaching out. I'm here to help you book an appointment. What can I help you with today?"
Customization tips:
- Include your business name
- Set the tone (friendly, professional, casual)
- Mention special offers or promotions
Examples:
Friendly: "Hey there! Welcome to [Business Name]! 😊 I'm your AI booking assistant. How can I help you today?"
Professional: "Good day! Thank you for contacting [Business Name]. I'm here to assist with scheduling your appointment. How may I help you?"
Promotional: "Welcome to [Business Name]! 🎉 New clients get 15% off their first visit. Let's get you booked!"
Booking Confirmation Template
Location: Settings → AI & Automation → Booking Confirmation Template
Available variables:
- {{customerName}} - Customer's name
- {{serviceName}} - Service booked
- {{date}} - Appointment date
- {{time}} - Appointment time
- {{location}} - Location address
- {{phone}} - Your business phone
Example:
You're all set, {{customerName}}! 🎉
Appointment Details:
📅 {{date}} at {{time}}
💇 {{serviceName}}
📍 {{location}}
Questions? Call us at {{phone}}
See you soon!
Human Handoff Message
Location: Settings → AI & Automation → Human Handoff Message Template
What it is: Message shown when AI escalates
Default: "I've flagged this conversation for our team. Someone will get back to you shortly!"
Customization tips:
- Set expectations for response time
- Add a personal touch
- Provide alternative contact methods
Example:
I'll pass you to my human colleague who can help better with this!
Our team typically responds within 1 hour during business hours (9 AM - 6 PM).
For urgent matters, call us directly at {{phone}}.
AI Feedback & Improvement
Providing Feedback
When you see an AI mistake:
- Open the conversation in Inbox
- Click the AI Feedback button (if visible)
- Select the mistake type:
- Wrong information
- Wrong service
- Wrong date/time
- Other
- Add details about what went wrong
- Submit
What happens:
- Feedback logged for analysis
- Patterns detected over time
- AI improves automatically
- You can see trends in AI Performance tab (if consent enabled)
Enabling AI Learning
Location: Settings → AI & Automation
Toggle 1: Enable AI Performance Learning
- Required for AI feedback and improvement features
- Allows system to track AI performance
- Helps detect patterns and improve matching
Toggle 2: Help Improve rendevo for Everyone
- Only available when Toggle 1 is ON
- Contributes anonymized metrics to improve rendevo globally
- No personal data shared (business type and aggregated metrics only)
- Optional - you can benefit from AI learning without contributing
Testing Your Changes
After Updating Knowledge Base
- Open Inbox
- Start a test conversation (from a personal device)
- Ask questions covered in your Knowledge Base updates
- Verify AI uses your information correctly
Example test messages:
- "What's your cancellation policy?"
- "Do you have parking?"
- "What should I bring?"
After Adjusting Confidence
- Monitor Inbox for 1 week
- Count escalations - too many or too few?
- Review AI mistakes - has quality changed?
- Adjust again if needed
After Template Changes
- Create a test booking
- Check message formatting - variables populated correctly?
- Verify tone - sounds right?
- Test on mobile - displays well?
Common Training Mistakes
Mistake 1: Too Much Information
Problem: Knowledge Base becomes cluttered Solution: Focus on essentials, remove unnecessary details
Mistake 2: Outdated Information
Problem: AI gives wrong info (old prices, closed dates) Solution: Review and update Knowledge Base monthly
Mistake 3: Threshold Too Low
Problem: AI makes too many mistakes Solution: Raise confidence threshold, improve Knowledge Base
Mistake 4: Vague Instructions
Problem: "Be nice to customers" doesn't help AI Solution: Give specific, actionable guidelines
Mistake 5: Not Monitoring Results
Problem: Changes made but never verified Solution: Check Inbox daily for first week after changes
Related Articles
- How AI Agent Works - Understanding the basics
- AI Performance Monitoring - Track your AI's performance
- When AI Escalates - Handle escalated conversations
Well-trained AI = more bookings with less work! 📚