Knowledge base
The knowledge base is the curated set of clinic information that powers the answers your patients get, on the phone, from Eva, and over messaging. You control exactly what it can say by curating the materials behind it.
Grounded answers, or an honest hand-off
The assistant answers only from the materials you've approved. When a patient asks something your knowledge base covers, it gives a grounded answer. When it can't find a confident answer, it doesn't guess, it hands the caller off to a person. This is deliberate: the assistant will never invent a price, an opening time, or medical advice. Any figures it gives (like a price) must match your documents exactly, or it won't say them.
Documents
Upload your clinic's information as documents (.docx, .pdf, or .txt) and
sort them into categories: Services, Pricing, Hours, FAQ,
Policies, or Other.
Every document moves through a simple, human-controlled lifecycle:
| Status | What it means |
|---|---|
| Draft | Uploaded and prepared, but not yet used to answer patients. |
| Active | Reviewed and approved, now used to answer patients. |
| Archived | Removed from answering. |
A new upload always lands as Draft. It only starts answering patients once a staff member reviews it and flips it to Active. That review step is your sign-off, nothing reaches a patient until a person approves it. You can archive a document at any time to take it out of service.
To update a document, upload the new version under the same file name. It replaces the old one and goes back to Draft, so nothing from it answers patients until you activate it again. A file uploaded under a different name is a separate document; archive the old one if both shouldn't be live.
Fact cards: answers by heart
For the handful of facts patients ask about most (your clinic name, address, hours, a common price); you can create fact cards. The assistant answers these instantly "from memory," with no lookup, so the most common questions get the fastest, most reliable answers.
Fact cards come in two kinds, which control how fresh a fact has to be:
- Stable facts (such as clinic name or address) stay answerable as long as the card is active.
- Changeable facts (such as a price or a typical wait time) need periodic confirmation. A staff member confirms the card is still current; if it lapses past its review interval, the assistant stops answering it from memory and falls back to searching your documents instead. This way a stale price is never asserted as fact.
Suggested answers
Fertiligent watches which questions patients actually ask and where the assistant struggled to answer, and surfaces them for you, ranked by how often they come up and how often the assistant fumbled them. From that list your team can turn a recurring question into a new fact card in a couple of clicks, so your knowledge base gets better the more it's used.
Answers on your website
When Eva answers a visitor on your website from your knowledge base:
- "Learn more" links go to your own pages. When an answer draws on a document that came from a page of your clinic's public website, a Learn more link to that page appears under the answer, named by the page's title. There are at most two per answer, and two passages from the same page give one link. A visitor never sees a document's file name. A document that didn't come from a page of your site shows no link. A document you wrote yourself, such as an FAQ, can point to one of your pages on a line that starts Source:, and the first page of your own site it names is linked. A link in a document to someone else's site (a government page quoted in a blog post, say) is never used.
- Common questions come back faster. A question asked recently is answered from what was found last time, which is set aside the moment a document changes, and the knowledge base is readied as soon as a visitor opens the chat, so the first answer doesn't wait either.
- A slow search doesn't become a wrong answer. If looking something up takes too long, the search is cut short rather than leaving the visitor waiting, and Eva says she can't look that up right now and gives your clinic's contact details. She doesn't tell the visitor your clinic has no information on it.
Keeping things current
Edits and confirmations reach the live assistant within a couple of minutes, so your phone, chat, and messaging answers stay in step with what you've curated: no redeployment or waiting.
Availability
The knowledge base is enabled per clinic. If you don't see it in your portal, ask your Fertiligent contact to enable it for your plan.