Setting up Bob for professional services
Knowledge base structure, tone, follow-up timing and handoff rules tuned to how professional services businesses actually run.
Settings to start from
| Setting | Recommended |
|---|---|
| Tone | Professional |
| Language | Formal English |
| Greeting | Hello! I'm here to answer your questions and help you get in touch with the right person. How can I help? |
What belongs in your knowledge base
- Services offered and the scope of each
- Pricing structure, or how quotes are generated
- Typical project timeline
- Industries or clients served
- How to get started — your onboarding process
- Team and credentials, briefly
Follow-up timing
Follow up on quote requests after 4 hours, and on general enquiries after 1 day.
When to hand off to a person
Hand off early for anything requiring a proposal, legal review, or senior team involvement.
Test these before you go live
Send each of these to your agent and check the answer is one you would be happy for a customer to receive.
- "How much does your service cost?"
- "How long does it take?"
- "Can you handle [specific requirement]?"
- "How do I get started?"
Frequently Asked Questions
How different is this from the generic setup?
The steps are the same — knowledge base, channel, tone, testing. What changes is what belongs in the knowledge base and where the escalation line sits, and those two decisions are most of the difference between an agent that helps and one that annoys.
Can I start from this and adjust later?
Yes. Everything above is a setting you can change at any time, and changes apply from the next message. Start here, then tune once you have read a week of real conversations.
Still need help?
Our team is available Mon–Fri, 10 AM–6 PM MYT (GMT+8).