Overview
The Important Business Information section is the foundation of how your agent understands the business it represents.
Unlike the Knowledge Library, which is only referenced when a contact asks a specific question, Important Business Information is sent with every single message your agent delivers.
This makes it one of the most powerful parts of your setup — but also one of the easiest to misuse. Keeping this section clean and focused ensures your agent always stays on-brand and avoids unexpected behavior.
Why It’s Used
This section tells the agent who it works for and what the business does. Think of it as the information you’d expect a new employee to memorize on their first day — the “always keep in mind” details. By sending this data with every message, we make sure the agent never loses context about the company it represents.
What to Put Here
Keep this section simple, identity-focused, and memorable. Good examples include:
Business name and location
Years in business or company history highlights
What industry you serve or what type of services/products you provide
One or two points of differentiation (e.g. family-owned, specialty focus, reputation)
✅ The name of the company you work for is Empire Cleaning, located in Austin TX. This company focuses on residential cleaning jobs and is known for impeccable service. We've been around for 30 years and hope to be around for generations since we are a family run business. We are known for our move-out and pet mess clean up jobs.
👆 This is a great example of what you want to put in this section. Keep in mind, you can make your agent jobs more re-usable by using variables throughout like this 👇
What NOT to Put Here
Because this content is always included, avoid adding detailed instructions or operational information that could mislead the agent. Specifically:
❌ Do not include booking language. If booking details are here, the agent may verbally confirm appointments that never make it onto the calendar — resulting in “false” bookings. Always keep booking instructions in the booking node(s) of your job flow.
Your job is to book appointments/schedule calls.
❌ Don’t list every single service or product. That kind of reference material belongs in the Knowledge Library, where the agent can look it up when asked.
Summary
This simple section should be used for the types of things that you would expect an employee to have memorized. They make up the company's identity. Use this section to hone in your agent by giving it core knowledge about the business it's working for 🏢