Adding Additional Information

The Additional stage is the eighth and final information stage in Receptionist Setup.

This stage allows you to provide important business information that does not naturally belong in your Company Overview, Frequently Asked Questions, Products and Services or Receptionist Instructions.

Use this section for additional knowledge that may help your Cognivox receptionist handle customer enquiries accurately and safely.

What should I include?

Additional Information is useful for business rules and facts that apply across different types of customer enquiries.

Examples include:

• Important operational rules
• Security requirements
• Customer-handling requirements
• Information restrictions
• Special appointment requirements
• Integration limitations
• Telephone and telephony information
• Human follow-up requirements
• Service limitations
• Important conditions affecting availability

Only include information that is relevant to how Cognivox should represent your business.

Avoid duplicating other sections

Before adding information, consider whether it belongs in one of the previous setup sections.

Receptionist Instructions

Use this for instructions describing how the receptionist should behave or handle a particular situation.

Company Overview

Use this for general information describing your organisation and what it does.

Frequently Asked Questions

Use this for common customer questions and their answers.

Products and Services

Use this for information describing what your business provides.

Additional Information

Use this for important information that does not fit naturally into those categories.

Keeping information organised helps make your Cognivox company knowledge easier to understand and maintain.

Business operating rules

You can use Additional Information to explain operational rules that the receptionist should understand.

For example:

The AI receptionist can answer calls 24 hours a day. The business itself should only be described as open according to the configured business hours.

This distinction can be important.

The availability of the AI receptionist does not necessarily mean that your office, premises or employees are currently available.

Information accuracy

You can provide additional rules about how business information should be handled.

For example:

Use only information supplied and configured for the business. If required information is unavailable, do not assume or invent an answer.

Where appropriate, the receptionist can explain that information is unavailable and offer an alternative such as:

• Taking a message
• Collecting contact details
• Arranging appropriate follow-up

Cognivox should not invent business facts simply to provide an answer.

Security requirements

Additional Information is a useful place for general security requirements.

For example:

Never ask for or record passwords, authentication codes, API keys, secret keys or complete payment-card information.

You can add other security requirements that apply to your organisation.

Do not place passwords, secret keys or other credentials themselves into your company knowledge.

Customer information

If your business has important rules concerning customer information, describe them clearly.

For example:

• What information may be collected
• Information that should not be requested
• When identity verification may be required
• When an enquiry should be referred for human assistance

Only collect information that is appropriate for the enquiry.

Appointments and availability

If your business uses appointment scheduling, you can reinforce important availability rules.

For example:

Always check the configured calendar or appointment system before offering or confirming an appointment time. Do not assume that an employee is available.

Business opening hours alone do not confirm that a particular employee is available for an appointment.

Actual availability may depend on:

• The employee
• Existing appointments
• Appointment configuration
• Calendar availability
• Connected scheduling systems

Where real-time availability can be checked, Cognivox should use that information before confirming an appointment.

Integrations

Your organisation may use external integrations with Cognivox.

Examples can include:

• Google Calendar
• Microsoft 365
• Twilio

A service being supported by Cognivox does not necessarily mean that it has been connected for your business.

Where relevant, you can provide a rule such as:

Do not state that an integration is active unless it has been confirmed for this business.

This helps prevent the receptionist from describing functionality as available when it has not actually been configured.

Telephone numbers and telephony

If telephone-number options depend on your telephony configuration or provider requirements, make this clear.

For example:

Telephone-number options, including new numbers, existing numbers and number transfers, depend on the customer's telephony configuration and applicable provider requirements.

Avoid promising that a particular number can be obtained or transferred unless that information has been confirmed.

Human follow-up

Some enquiries cannot or should not be completed entirely by the AI receptionist.

You can provide additional rules describing when human assistance is appropriate.

For example:

Where configured, collect the caller's details and a message when an enquiry cannot be completed by the AI receptionist.

Do not promise a specific response time unless your business has explicitly defined that commitment.

Pricing and contractual information

Be particularly careful when providing information about:

• Pricing
• Discounts
• Contracts
• Refunds
• Service guarantees
• Response times
• Resolution times
• Service-level commitments

If this information has not been explicitly provided, the receptionist should not invent or estimate it.

A useful general rule is:

Do not quote or speculate about pricing, contractual terms, service guarantees, response times or other commercial commitments unless the information is available in the configured company knowledge.

Customer-specific capabilities

If available functionality varies according to customer configuration, explain this clearly.

For example:

Available features depend on the services, employees, calendars, telephony and integrations configured for the business.

This prevents the receptionist from assuming that every capability supported by Cognivox is available to every customer.

Your Information

Enter the relevant additional information into the Your Information area.

You can provide:

• Business rules
• Security requirements
• Operational information
• Service restrictions
• Appointment rules
• Integration information
• Customer-handling requirements
• Other important facts

You do not need to format the information perfectly.

Cognivox can use your source information to produce structured Additional Information.

Generate with AI

When you have provided the relevant information, select Generate with AI.

Cognivox will analyse your source information and create structured content.

The result will appear in Generated Content.

Generated Content

The Generated Content is the final Additional Information that will be saved as part of your company knowledge.

Review the generated information carefully before continuing.

Check that:

• Business rules are accurate.
• Security requirements are correct.
• Appointment rules are appropriate.
• Integration limitations are accurately described.
• No unsupported services have been introduced.
• No prices have been invented.
• No guarantees have been introduced.
• No future capabilities are presented as currently available.

You can edit the Generated Content directly before continuing.

Your Information versus Generated Content

These areas have different purposes.

Your Information

This contains the source information you provide to Cognivox.

It is used by Generate with AI to prepare the final content.

Generated Content

This contains the final structured Additional Information.

The Generated Content is the information saved for use by your Cognivox receptionist.

Always review the Generated Content carefully before completing the stage.

Keep sensitive information out of company knowledge

Never enter sensitive credentials into Additional Information or any other company-knowledge section.

Do not enter:

• Passwords
• Authentication codes
• API keys
• Secret keys
• Private access tokens
• Complete payment-card information

Cognivox configuration should contain business knowledge and operational instructions, not authentication credentials.

Review your Additional Information

Before continuing, check:

• The information genuinely belongs in this section.
• Important operational rules are included.
• Security requirements are appropriate.
• Appointment rules are accurate.
• Integration-dependent functionality is properly qualified.
• Sensitive credentials have not been entered.
• Information already covered elsewhere has not been unnecessarily duplicated.
• The Generated Content contains exactly the information you want Cognivox to use.

Completing this stage

When you are satisfied with the Generated Content, select Continue.

Your Additional Information will be saved as part of your company knowledge.

You have now provided the core receptionist configuration and business knowledge Cognivox needs to represent your organisation.

Review the completed configuration carefully and update it whenever your business information, services, opening hours or customer-handling requirements change.