Content
Knowledge Base tips
Your knowledge base is the most important factor in how well your AI performs. Better content = better conversations.
Keep entries concise
Short, focused entries work better than long paragraphs. One topic per entry. The AI retrieves the most relevant entries per question — shorter is easier to match.
Use Q&A format
Structure entries as questions and answers: "Q: What are your opening hours? A: We're open Monday to Friday, 9am to 5pm." This matches how callers actually ask.
Include pricing clearly
Callers often ask about pricing. Include specific prices, package details, and what's included. Vague entries like "contact us for pricing" aren't helpful.
Update after changes
Changed your prices? Added a new service? Update the knowledge base immediately and publish. Outdated info means the AI gives wrong answers.
Test by calling
After updating your knowledge base, call your AI number and ask the questions your customers would ask. This is the fastest way to verify your AI is answering correctly.
Configuration
Business hours setup
Set in AI Setup → Business Essentials → Business Hours. Getting these right ensures the AI offers appointments at the correct times and handles after-hours calls appropriately.
- Match your real hours. Set business hours to exactly when you're open. The AI uses these to determine appointment availability and after-hours behaviour.
- Set after-hours behaviour. Decide what happens when someone calls outside business hours: take a message, offer to book the next available slot, or provide basic information.
- Consider timezone for multi-location. If your team members are in different timezones, set each member's timezone correctly in My Team. Business hours are converted to each member's local time.
- Include lunch breaks. If your business closes for lunch, reflect this in your hours so the AI doesn't book appointments during that time.
Appointment scheduling
Found in AI Setup → Business Essentials → Appointment Scheduling. These settings decide what the AI offers a caller who wants to book.
- Set a realistic default duration. The Default Duration is the booking length the AI suggests to callers (15 minutes to 4 hours). It is pre-set from your business type — adjust it to how long your appointments actually take, so you aren't losing calendar slots to padding.
- Enable only the meeting types you really offer. Online generates a Zoom link, Customers visit us sends them to your address, and We visit the customer makes the AI collect the caller's address. Leaving one on that you don't do sends callers down the wrong path.
- Define your service area if you travel to customers. Turning on "We visit the customer" reveals the Service Area selector. Setting it keeps the AI from booking a job two hours outside your patch.
- Use per-member lead time and travel buffer. These are set per person in My Team, not on the appointment settings. Lead time stops last-minute bookings; travel buffer reserves a gap around each job so back-to-back appointments across town aren't possible.
Transfers and escalation
Configured in AI Setup → Call Forwarding — what the AI does when a call needs a human.
- Decide what should reach a person. An upset caller, a request for someone by name, or a question the AI can't answer are the usual candidates. Everything else the AI can finish on its own.
- Route by department if one number isn't enough. Call Forwarding can send calls to a single number, or split them across departments so enquiries land with the right team directly.
- Pick a number that is genuinely answered. If the destination doesn't pick up, the caller lands in that phone's voicemail — not something they expected when the AI offered to put them through.
- Have a fallback. Where a transfer often goes unanswered, having the AI take a message is usually a better experience than a surprise voicemail.
- Test it, then publish. Call your AI number and trigger a transfer to confirm it reaches the right person. Changes stay as drafts until you click Save & Go Live.
Branding
Voice & personality
Your AI's voice and personality create the first impression for every caller.
- Pick a voice that matches your brand. A law firm might choose a formal, professional voice. A yoga studio might choose something warm and relaxed. Preview voices in AI Setup before publishing.
- Keep the greeting short. Callers want to get to their question quickly. A greeting like "Hi, thanks for calling [Business Name], how can I help you today?" is effective — no need for a 30-second introduction.
- Set a professional tone. Configure the AI's personality to be helpful, clear, and professional. Avoid making it overly chatty — callers want answers, not small talk.
- All voices use natural Australian English. The AI speaks with a natural Australian accent — no robotic or American-sounding speech.
Nexwin AI Chatbot widget
Optimise your website chat widget for maximum engagement and lead capture.
- Place on high-traffic pages. Install the widget on your homepage, contact page, and service pages — wherever visitors are most likely to have questions.
- Customise colours to match your brand. Set the widget colour in AI Setup to match your website's primary colour. A consistent look builds trust.
- Set a greeting message. A proactive greeting like "Hi! Need help booking an appointment?" encourages visitors to start a conversation.
- Enable after-hours lead capture. The widget works 24/7 — even when your business is closed, it can collect contact details and enquiry information for follow-up.
Call Handling
Call transfers
Effective call transfer rules ensure the right calls reach your team while the AI handles everything else.
- Set up transfers for important scenarios. Configure the AI to transfer calls when: a caller is upset, asks for a specific person, has a complex enquiry, or when the AI can't answer their question.
- Configure the right transfer number. Use a mobile number that's always reachable during business hours. If the transfer destination doesn't answer, the caller will hear that phone's voicemail.
- Test the transfer before going live. Call your AI number, trigger a transfer scenario, and verify the call reaches the correct person.
- Have a fallback plan. If the transfer destination doesn't answer, consider setting the AI to take a message instead of leaving the caller on a voicemail they didn't expect.
Team management
A well-configured team setup ensures smooth appointment booking and calendar management.
- Invite team members early. Add your team during initial setup so their calendars are connected before going live. This gives the AI more availability to work with.
- Each person connects their own accounts. Every team member should connect their own Google Calendar and Zoom account. The AI checks each person's availability individually.
- Set per-member timezone. If team members are in different locations, set each person's timezone in My Team. This ensures the AI offers correct appointment times.
- Adjust lead time per member. Set a comfortable lead time (default 30 minutes) so team members aren't surprised by last-minute bookings.
Operations
Monitoring & improvement
Regular monitoring helps you identify opportunities to improve your AI's performance.
1
Review transcripts weekly
Check Call History and Chat History at least once a week. Look for calls where the AI couldn't answer a question — these are opportunities to update your knowledge base.
2
Check for unanswered questions
When the AI says "I don't have that information" or offers to take a message, note the question and add the answer to your knowledge base.
3
Monitor Dashboard metrics
Track your minutes usage, call volume trends, and appointment booking rates. The Dashboard gives you a clear picture of how your AI is performing.
4
Export data for reporting
Use the Export to Excel feature in Call History and Chat History to generate reports for your team or stakeholders.
5
Iterate and publish
Update your knowledge base based on what you find, then publish. The AI picks up changes immediately — no restart needed.
Security & compliance
Keep your AI receptionist secure and compliant with these practices.
- The AI discloses it's an AI. Nexwin's AI is configured to identify itself as an AI assistant when asked. This is built in and ensures transparency with callers.
- Review transcripts for accuracy. Regularly spot-check that the AI is providing correct information. If you find errors, update the knowledge base entry and republish.
- Don't put sensitive data in the knowledge base. Never add passwords, internal system credentials, employee personal details, or confidential business information. The AI shares knowledge base content with callers.
- Use OTP verification for sensitive actions. Turn on AI Setup → OTP Verification (a Pro feature, shown when appointments are enabled) if callers must prove who they are before you share account-specific information or let them change a booking.
- Manage team access. Assign appropriate roles (Owner, Admin, Member) to team members. Only Owners and Admins can modify AI Setup and billing.