Knowledge base

The knowledge base is not “extra context”.

It is the line’s working source material.

Put in the text the line should rely on when it explains, routes, or refuses.

What belongs here

Use the knowledge base for:

approved FAQ
booking rules
pricing facts
release or campaign context
partnership requirements
routing rules
boundaries and refusal rules

The best source material reads like operator-ready public truth, not like brainstorming notes.

A good way to think about it

Write down the things you keep typing by hand:

who this line represents
what it is for
what is available
what is not available
what a serious request should include
what must be handled by a human

That is the material the line can use responsibly.

What good source material looks like

Good source text is:

factual
current
narrow enough to be trusted
separated by topic

Bad source text is:

vague
aspirational
outdated
stuffed with things the line should never answer on its own

A practical structure

Use clear sections:

## What this line is for
...

## Booking and partnerships
...

## Pricing
...

## Policies and boundaries
...

This makes the line easier to steer and easier to maintain.

What to include for a public-facing line

If the line represents a person, project, or team, include:

approved bio and positioning
booking categories and exclusions
project or release context
pricing or pricing logic, if public
what details a serious request should include
topics the line should route instead of answering

If a topic is sensitive, write the boundary directly.

Example:

## Boundaries

- Do not promise dates, approvals, or availability without human confirmation.
- Do not invent pricing or terms.
- If a request is outside the scope of the published material, say so clearly and route it for follow-up.

What not to include

Do not include:

passwords or internal procedures
private contact details that should not be public
speculative plans
expired offers you will forget to remove
competitor comparisons you do not want repeated back

How to keep it healthy

Treat the knowledge base like public operating copy.

Update it when:

pricing changes
routing changes
the line keeps missing the same question
a launch, campaign, or release ends

If the line starts sounding wrong, the source material is usually the first place to inspect.

A useful rule

Do not try to solve weak setup with more volume.

When the source material is clean, the line becomes more useful with less text, not more.