Booking AI Knowledge Base & Personas | FieldCamp

Configure your FieldCamp booking AI knowledge base, set up the assistant persona, install playbooks, and retrain sources so the assistant always answers accurately.

The FieldCamp booking AI runs on three pieces that work together: a knowledge base trained on your business content, an assistant persona that controls how the assistant introduces itself, and playbooks that govern conversation flow. Configure all three correctly and the assistant becomes an always-on receptionist for your booking page — answering questions, qualifying leads, and handing off to your team when needed.

To get started, open Settings → Online Booking and use the Knowledge, Assistant, and Playbooks tabs.

The Knowledge tab is admin-only. If you don't see it in the Online Booking settings, ask an admin on your account to manage knowledge sources for you.

How the Three Layers Fit Together

The booking AI assembles every reply from three layers in the order below. If one layer is misconfigured, the assistant will sound off — so it helps to understand which layer controls what before you start editing.

Knowledge base — the facts. Pricing, service area, hours, FAQs, policies, anything specific to your business.
Persona — the voice. Assistant name, subtitle, launcher label, and composer placeholder — what customers see and how the assistant introduces itself.
Playbook — the rules. Allowed topics, qualification questions, handoff triggers, guardrails.

Think of it like hiring a receptionist. The knowledge base is their training binder, the persona is how they answer the phone, and the playbook is the script they follow during a call.

Step 1 — Build Your Knowledge Base

The knowledge base is the source of truth for everything the assistant says about your business. Add the right sources here and you will avoid most "the AI gave a wrong answer" issues later.

Open the Knowledge tab

Go to Settings → Online Booking → Knowledge. (Admins only.)

Add your first sources

Use the + Add menu and choose Upload Document, Import Website, or Add Text. Start with the basics — services, pricing, service area, hours, and your top customer questions.

Wait for ingestion to finish

Each source moves through statuses as it's processed — typically queued, then processing, and finally ready when it can be used by the assistant. If a source fails, its status will show as failed.

Verify the content preview

Click into each source and review the extracted content. If the preview looks empty or garbled, delete and re-add the source in a cleaner format.

For a deeper walkthrough of source types, see Knowledge Training.

Step 2 — Configure the Persona

The persona is the public-facing identity of the assistant. This is what the customer interacts with on your booking page and what gets stored in FieldCamp Inbox when conversations are handed off.

Open Settings → Online Booking → Assistant to configure:

Assistant Name — what appears as the sender on every message. Use a human name like "Sarah" or a branded name like "Acme Support".
Subtitle — a short line under the name, e.g. "We typically reply in a few minutes."
Launcher Label — the text on the floating chat button on your booking page.
Composer Placeholder — the hint text inside the message input field.

The Assistant tab also displays the currently Active Playbook for reference, but that field is read-only here. To switch which playbook is active, use the Playbooks tab (see Step 3).

The persona is presentation only — it does not change what the assistant knows. To change what the assistant says about pricing or services, edit the knowledge base, not the persona.

For more detail on the assistant settings, see AI Chat Assistant Setup.

Step 3 — Install or Create a Playbook

Playbooks govern conversational behavior — what the assistant should ask, what it should refuse, when it should hand off to a human, and how it should qualify a lead before booking.

You have two paths:

Install an official template — FieldCamp ships templates such as Support Concierge, Booking Concierge, Recurring Service Advisor, Estimate Intake, and Human Handoff Safety Net. Pick the closest match and edit from there.
Create from scratch — click Create Custom on the Playbooks tab, give it a name, a description, and a set of rules.

Once you've built or installed a playbook, switch which one is in use by selecting it on the Playbooks tab and clicking Set Active. The Assistant tab will then reflect the new active playbook.

Most businesses do best with one playbook per booking intent — for example, one for "Estimate Intake" and one for "Schedule a Service Visit". Swap the active playbook on the Playbooks tab when the season or campaign changes.

For the full playbook reference, see Playbooks & Conversation Rules.

Step 4 — Test the End-to-End Flow

Before pointing real customers at it, run a few test conversations through the assistant using the live preview wired into the Assistant tab.

Ask a pricing question that is covered in your knowledge base.
Ask a pricing question that is not covered. The assistant should either refuse politely or trigger a human handoff.
Try a service-area question to confirm it matches what is set up in Service Areas.
Trigger a booking flow to make sure the qualification questions in your playbook actually fire.

The Retrain Cycle

Your knowledge base is not automatically synced with your website or your live FieldCamp data. When you change pricing, add a service area, or update business hours, you have to retrain the affected source.

When to retrain:

You updated your website copy and want the assistant to know.
You changed a service or price in your Products & Services catalog.
You added or removed a service area.
You uploaded a new policy or FAQ document.
The assistant has been giving an outdated answer in a real conversation.

How to retrain:

Open the source

Go to Settings → Online Booking → Knowledge and open the source you updated.

Click Save & Retrain

The source returns to queued / processing status while it's reprocessed.

Confirm it returns to ready

Wait for the status to flip back to ready, then run a test question to confirm the new content is being used.

Deleting and re-adding a source is slower than retraining and will drop any feedback the assistant has learned from past conversations. Always retrain first.

Best Practices

One source, one topic. Split a giant PDF into a few focused documents. The assistant retrieves passages more accurately when each source has a clear purpose.
Mirror your booking flow. If your booking widget asks for service type first, make sure your playbook does the same — otherwise customers answer twice.
Keep the persona consistent. If your branded receptionist is "Sarah", do not switch names across pages. Customers notice.
Audit monthly. Re-read a few real conversations from your inbox each month and look for places the assistant got the facts wrong. Update the knowledge base and retrain.
Pair with the right widget. The same knowledge base also powers the embeddable chat widget — test both surfaces.

Troubleshooting

The assistant is giving the wrong price. Your pricing source is stale or contradicted by another source. Find the source with the old number, update it, and click Save & Retrain. If two sources disagree, the assistant may pick the wrong one — keep prices in a single canonical source.

The assistant refuses to book or quote. Check the active playbook on the Playbooks tab. A Support Concierge style playbook will steer away from quoting; switch to Booking Concierge or Estimate Intake when you want the assistant to actively book, then click Set Active.

A source has been stuck in queued or processing for a long time. Very large PDFs and long crawled sites can take several minutes. If a source has been stuck for more than 30 minutes, delete it and re-add it with a smaller scope (a single page URL, or a trimmed document). If you see a failed status, retry the upload or import.

The persona name is showing as default in the inbox. Save the Assistant tab after editing — the persona update has to be saved before it appears on new conversations. Existing threads keep the persona they were started with.

Customers are bypassing the assistant entirely. Check the Launcher Label and the assistant's placement on your booking page. If the booking buttons are louder than the chat launcher, customers will skip chat. Adjust the label or the page layout in Setting Up Online Booking.

FAQs

Do I have to use a playbook? Yes — the assistant always runs against an active playbook. Pick an official template and edit it to fit your business.

Can I have different personas for different services? The persona on the Assistant tab is a single global persona for your booking page. Use playbooks (and switch which one is active) when you want different behavior — keep the persona consistent.

How often does the knowledge base refresh from my website? It does not refresh automatically. You have to click Save & Retrain on a website source when your site changes.

Does the assistant learn from past conversations on its own? No. It uses the knowledge base and the active playbook for every reply. If you want it to handle a new scenario, add a source or update the playbook.

Why can't I see the Knowledge tab? The Knowledge tab is admin-only. Non-admin users will see the Assistant and Playbooks tabs but not Knowledge — an admin on your account will need to manage knowledge sources.