Features › Knowledge Base Training

Train It On Your Website and Your Own Documents

Nexwin builds its knowledge base from your website and any documents you upload, so its answers match your actual business, not a generic script. You configure and refine it through Nexie, Nexwin's in-app AI assistant — no technical setup required.

How Knowledge Base Training Works

  • Scrapes your website automatically to learn your services, pricing, and policies
  • Accepts uploaded PDFs, Word docs, TXT and CSV files for anything not on your site
  • Re-scrapes your website every day so answers stay current as your site changes
  • Configure and refine it through Nexie, Nexwin's in-app AI assistant

One knowledge base powers both Nexwin AI Receptionist and Nexwin AI Chatbot, keeping your phone and website answers consistent.

Paste Your Website URL and It Fills Itself In

Most of setup is answering questions you've already answered on your own website. So Nexwin reads it for you. Hit Analyse Website and it pre-fills your business name, services, opening hours, location and FAQs from your existing pages.

  • Extracts services, hours, location and FAQs automatically
  • Everything stays editable — nothing is locked in once it's imported
  • Your website is re-scraped every day, so answers keep pace with your latest changes
  • Industry-specific defaults for 60+ business types fill the gaps your site doesn't cover

You review what it found, correct anything it got wrong, and publish. That's the bulk of setup done in a few minutes rather than an afternoon spent writing call scripts.

Feed It Your Price List, Then Let It Send the Brochure

Plenty of what your receptionist needs to know was never on your website — service menus, pricing sheets, warranty terms, clinic policies. Add those as URLs, uploaded documents, or plain pasted text.

  • Website URLs, uploaded documents (PDF, Word, TXT and CSV), and pasted text
  • Searchable by title, URL, or content, so you can find what it's working from
  • Changes take effect automatically — there's nothing to republish
  • Shared by both Nexwin AI Receptionist and Nexwin AI Chatbot: train once, works on both channels

Mark an item as shareable and the AI can text a link or email the document to a caller who asks for it, mid-conversation, without putting them on hold or hanging up. Sharing information during calls is included with both Business and Pro — see pricing for the full plan comparison.

What It Does When It Doesn't Know

The failure mode that matters with any AI receptionist isn't a wrong phone number — it's confidently inventing an answer about your pricing, your warranty, or your clinical policy. Nexwin answers from your knowledge base rather than from general knowledge, and when the knowledge base doesn't cover something it says so.

  • Says it doesn't know, rather than guessing at an answer
  • Offers to take a message or transfer to a person instead
  • Flags the unanswered question in your dashboard so you can add it to the knowledge base
  • Escalation conditions you set determine when it hands over — see smart call routing

That unanswered-question list becomes a ready-made improvement plan: it shows you exactly what customers ask that your website and documents do not yet cover. Keep pricing, availability and policy source material current, and Nexwin keeps working from the information you approve.

A Simple Setup Example

Picture a small accounting practice. Nexwin reads its website and brings across the service list, office hours, location and existing FAQs. The owner reviews the details, then adds the firm's fee schedule as a PDF.

The AI can now answer fee questions from the practice's own information and email the PDF while the caller is still on the phone. If customers ask about a service the source material does not cover, those questions are flagged for the owner to add next.

Common Questions

Do I have to write scripts or FAQs myself?

No — start with your website content, then add documents or plain-English instructions to fill any gaps.

What happens if it doesn't know an answer?

It says so honestly and offers to take a message or transfer the call, rather than guessing.

What file types can I upload?

PDFs, Word documents, TXT and CSV files, alongside website URLs and plain pasted text. Service menus, pricing sheets, warranty terms and policy documents are the most common uploads.

How do I update it when my prices change?

Edit or replace the item in your knowledge base. Changes take effect automatically — there's no republishing step for knowledge base content, unlike configuration changes.

Does the website chatbot use the same knowledge?

Yes. Nexwin AI Receptionist and Nexwin AI Chatbot share one knowledge base, so what your AI knows on the phone is exactly what it knows in chat. You train it once.

Can it send a document to a caller during the call?

Yes. Mark an item as shareable and the AI can text a link or email the document mid-conversation, without ending the call. Sharing information during calls is included with both Business and Pro.

Will it keep up if I change my website?

Yes. Nexwin re-scrapes your website every day so it can keep up with changes. You can also update the knowledge base directly whenever something needs to change immediately.

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