# Write a knowledge base for an AI agent: structure, prices, policies

> How to write a knowledge base for an AI agent that answers customers accurately. Split the facts, write titles, prices and policies, and keep it current.

To write a knowledge base for an AI agent is to turn your business information into short entries, each on one topic, with a title that sounds like the customer's question and a text holding the full numbers and conditions. A good agent answers only from what you wrote, so your accuracy becomes its accuracy.

This article covers how to split the information, how to write titles and texts, how to write prices and policies without contradictions, how to keep the knowledge current, and how to do all of it in Mujib.

## Why is writing for an AI agent different from writing for your website?

Because a website visitor reads the page from the top, while the agent takes the pieces of your knowledge closest to the customer's question and builds its answer from them. That difference changes how you write:

- **Every entry stands alone:** a phrase like "as mentioned above" means nothing, because the agent may read the entry on its own.
- **Marketing words do not answer:** "an outstanding service at competitive prices" tells the customer nothing they asked.
- **What is not written does not exist:** an agent that does not make things up cannot know your holiday closure unless you write it, so it hands the question to your team.

## How do you split your business information into entries?

Give each topic one entry, and each entry a type that tells the agent what it holds. This split suits most service businesses:

| Type | What it holds | Example |
| --- | --- | --- |
| Services and products | What you offer, for whom, how long, what it includes | "Skin cleansing session" |
| Branches and hours | Address, working days and hours, how to get there | "City branch" |
| Specialists | Who delivers the service, their specialty, their branch | "Specialist Sara" |
| Policies | Cancellation, refunds, lateness, delivery | "Appointment cancellation policy" |
| Frequently asked questions | A recurring question and its answer | "Do you see children?" |

The simple rule: if an entry answers two different questions, split it in two. And if one question needs three entries together to be answered, gather the answer in one entry.

## How do you write an entry's title and text?

Write the title in the words your customers use, and the text as a complete answer that stands alone. The agent reads the title together with the text, so a clear title helps it find the entry when it is asked about.

- **Name the thing the way the customer does:** "skin cleansing" is clearer than "the golden glow package"; if the service has a brand name, give both.
- **Include the alternative words:** if customers say "skin cleansing" and "deep cleaning" for the same service, write both in the text.
- **The text is a full answer:** what the service is, who it suits, how long it takes, whether it needs a booking, and where its price is.
- **Conditions stay with the fact:** "available at the City branch only" belongs in the same entry, not in another one.

| Weak text | Better text |
| --- | --- |
| "Our services are outstanding and our prices competitive, contact us for details." | "The skin cleansing session at Elite Center takes about an hour, suits every skin type and needs a booking in advance. Available at every branch." |
| "Hours depend on the branch." | "The City branch opens Saturday to Thursday, mornings and evenings, and closes on Friday." |

## How do you write prices and offers so the agent does not get them wrong?

Write each price in one place, complete with its conditions, and give every offer a start and an end date. Most price mistakes do not come from the agent but from two prices written in two places:

1. **One source:** if a package price is in the price table, do not repeat it in an FAQ entry. The day you change one of them, the agent has two prices.
2. **The full price:** what it includes, in which currency, and for whom: new customers, renewals, or everyone.
3. **Offers with two dates:** an "opening discount" with no end date stays on offer after it ends, and the agent promises customers a discount that no longer exists.
4. **A standing discount in a clear sentence:** if a group always gets a discount, write it with its condition, and do not leave the agent to calculate it.
5. **Retire the old:** an expired offer is paused or deleted on the day it ends, not at the next review.

## How do you write policies the agent will keep to?

Write each policy with its condition, its exception, and who decides. An incomplete policy reads to the agent as a general promise:

- **The condition:** "An appointment can be cancelled free of charge up to a day before it."
- **After the condition:** "After that, the appointment is charged."
- **The exception and who decides it:** "Emergencies are decided by the branch manager." That way the agent knows this is a case to hand to your team.
- **What it must not promise:** "We do not give cash refunds." A clear negative sentence prevents a promise you cannot keep.

## How do you keep a knowledge base current?

Update it the moment something changes, and review it regularly against real conversations. Outdated knowledge is more dangerous than missing knowledge, because the agent answers from it with confidence:

- **On every change:** a new price, Ramadan hours, a public holiday, a discontinued service. Update the entry the same day.
- **An owner for each part:** whoever changes prices updates the price entry, and whoever runs a branch updates its hours.
- **Read the conversations:** every question the agent handed to your team because it found no answer is a missing entry. Every wrong answer is fixed at its source.
- **Review what goes unused:** an entry nobody has asked about for a long time may have an unclear title, or a topic that matters to no one.

## How do you write the knowledge base in Mujib?

The knowledge base in Mujib is the **Knowledge** page: everything the agent knows about your business, and what it answers from. The full guide is in [Knowledge base](https://docs.mujib.ai/en/agent/knowledge-base/).

- **Adding an entry:** press **Add entry**, pick its type, such as **Program**, **Policy** or **FAQ**, then write the title and content. The content holds up to 8000 characters and reaches the agent as soon as you save.
- **When it reaches the agent:** for a frequently asked question you choose **When the customer asks**, so the agent looks it up when the customer's question comes close to it, or **With every reply — critical**, so it reaches the agent in every conversation. Keep the second for the essentials only.
- **Start and end dates:** in **When is it live?** you set when the entry starts and ends, so it stops by itself after the last day. This is the right place for temporary offers.
- **Pause instead of delete:** **Pause it instead of deleting** keeps the entry with its usage history, and it does not reach the agent until you bring it back.
- **Prices:** if your business sells packages and subscriptions, their prices have a separate **Prices & offers** tab, and Mujib warns you when it finds a package price typed as text inside an entry, because that price never expires on its own.
- **Branches and hours:** these come from the branches page automatically, so do not repeat them in other entries.
- **Usage and coverage:** the **Usage** column shows how many times the agent relied on each entry over the last 30 days, and **Answer coverage** shows the share of entries that were used. A low figure means entries nobody asks about; review them.
- **Corrections come first:** what you write in **Corrections** after a wrong answer takes priority over the other entries. See [Correct the agent's answers](https://docs.mujib.ai/en/agent/corrections/).
- **Documents:** you can upload your business files in **Documents**, as in [Upload documents](https://docs.mujib.ai/en/agent/documents/), but short, clear entries are more precise than one long file.

![The knowledge entry editor with its type, title and content](https://docs.mujib.ai/shots/en/knowledge-entry-editor.webp "The editor opens with the “Type” field and the “When does it reach the agent?” choice, followed by the “Title” and the “Content” the agent takes the fact from.")

## What should you check before the agent relies on your knowledge?

Go through these points before the agent takes your customers, then test it with real questions:

1. Every service has an entry saying what it is, who it suits, how long it takes and how to book it.
2. Every price is written in one place, and every offer has an end date.
3. Cancellation and refund policies are written with their conditions and exceptions.
4. No two entries say different things about the same topic.
5. Titles use the words customers type, with the alternative words in the text.
6. Ask the agent your customers' real questions the way they write them, as in [Test the agent](https://docs.mujib.ai/en/start/test-chat/), and fix every incomplete answer at its source.

## Frequently asked questions

### Should I paste my website text into the knowledge base as it is?

No. Website text is written to be read top to bottom, while the agent takes the piece closest to the customer's question. Split the text into short entries, each about one topic.

### Where do I write prices?

In one place only. A price repeated in several entries becomes two conflicting prices the day you change one of them.

### What does the agent do when it cannot find the information?

A good agent does not guess. The Mujib agent hands the conversation to your team when the answer is not in your information, which signals a missing entry to add.

### How often should I review the knowledge base?

Immediately on every change to prices, hours or services, then on a regular review where you read real conversations and correct what the agent got wrong.

### How do I write a temporary offer?

Write it with its start and end dates, and in Mujib give the entry those two dates so it stops by itself after the last day.

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Source: https://docs.mujib.ai/en/articles/knowledge-base-writing/ · Last updated: 2026-11-04