An AI receptionist does not learn your business by osmosis. It answers from the documents you give it, and the quality of those documents decides the quality of its answers. The most important document for a service business is the service catalog: what you offer, for whom, for how much, how long it takes, what is included and what is not, and the rules around it. A well-written catalog produces accurate answers, fewer handovers and confident bookings. A vague one produces guesses, or worse, confident errors. This guide explains how to write a service catalog for an assistant: the structure, what to include for each service, how to write it so it can be found and understood, how to handle prices and exceptions, how to keep it current and how to test it. The same document also improves your website and your team's own consistency.
Why structure matters
The assistant searches your documents for passages relevant to the question, then writes an answer from them. Passages that are short, focused and clearly titled are found more reliably than long documents with answers buried in the middle. Write for retrieval as well as for reading: one service, one section, with the key facts near the top.
A template for each service
| Field | What to write | Example |
|---|---|---|
| Name | The name customers use | Cut and colour |
| What it is | One or two plain sentences | A haircut followed by an all-over colour, with a wash and blow-dry |
| Who it suits | Typical customers and exclusions | Most hair types; not suitable if hair has recently been bleached at home |
| Price | Fixed price or range, and what changes it | From $145; long hair adds $25 |
| Duration | How long, including preparation | About 3 hours |
| What is included | The parts of the service | Consultation, patch test check, colour, cut, blow-dry |
| What is not included | Common extras | Toner is $20 extra |
| Preparation | What the customer should do | Come with clean, dry hair; patch test 48 hours before |
| Aftercare | Short guidance | Wait 48 hours before washing |
| Policies | Deposit, cancellation, lateness | See booking policy |
| Common questions | Two or three real ones with answers | Can I bring my child? Yes, with an adult |
Fill one of these for each main service. Ten services at a page each is a strong catalog.
Write in customers' words
- Use the names and phrases customers use, not internal codes.
- Add synonyms customers might type: 'balayage', 'highlights', 'colour'.
- State prices with the currency and what they include.
- Avoid abbreviations and jargon, or explain them.
- Write in full sentences for key facts.
A question like 'how much for a trim?' should find a passage that says 'A trim costs $28' rather than a table cell labelled 'Tr.'.
Handle prices carefully
| Situation | How to write it |
|---|---|
| Fixed price | State the price and when it applies |
| Range | Give the range and what moves it |
| Depends on assessment | Say so, and give the process to get a quote |
| Promotions | Include dates and remove when they end |
| Different prices by person or day | State them clearly, or say who to ask |
Never leave old prices in the document set. If a fact changes, update the source on the same day. See preparing your service menu and pricing documents.
Include what you do not do
Customers ask about services you do not offer, and an assistant that only knows what you do may improvise. Write a short list of things you do not provide and, where helpful, what to suggest instead: 'We do not offer eyebrow threading; we can recommend a nearby specialist.' This prevents wrong promises and makes the assistant more helpful.
Policies and practicalities
- Booking, cancellation, lateness and deposit policies, in plain words.
- Opening hours, holidays and how to reach you.
- Address, parking, transport and accessibility.
- Payment methods.
- Who does what, if customers choose a person.
- Emergency or urgent-case rules.
Keep each in its own short document with a clear title such as 'Cancellation policy'.
Tone and voice
The catalog can also carry your voice. Write in the tone you want the assistant to use, and add a short style note: warm and plain, no jargon, never promise results. See brand voice alignment for an AI receptionist.
Load it and test it
- Upload the documents, or paste the text, into the knowledge base.
- Ask ten questions per service in different words, with typos.
- Ask questions the catalog does not answer and check the assistant says it does not know.
- Ask for a discount and a guarantee; it should decline.
- Check prices and durations against the source.
- Fix gaps by editing the document, then retest.
See the questions every service business chatbot should answer well for a test list, and how to stop a chatbot from making things up.
Keep it current
- Put a review date on each document.
- Assign an owner.
- Review after any price, service or policy change.
- Review quarterly regardless.
- Use the weekly conversation review to find gaps; see how to review your chatbot's conversations.
Worked example: a physiotherapy clinic
A clinic's first document was a single PDF brochure of twelve pages, mostly marketing text with prices in a table image. The assistant could not read the prices and gave vague answers. The owner rewrote it as one short page per service, with the price, duration, what to expect and who it suits, added a page on insurance and referrals and a page of things the clinic does not treat. She replaced the table image with text. The assistant's answers became specific, handovers on price questions disappeared and new-patient bookings from the chat rose. The rewrite took a morning.
| Ennen | Jälkeen |
|---|---|
| One 12-page brochure | One page per service |
| Prices in an image | Prices in text with conditions |
| No exclusions | A page on what is not treated |
| Vague answers | Specific answers with conditions |
Common mistakes
- One long brochure instead of a page per service.
- Prices in images or tables the assistant cannot read.
- Marketing language with no facts.
- Leaving old versions in the knowledge base.
- Never testing questions the catalog does not answer.
- Forgetting policies and practicalities.
Each of these has a simple fix, and together they explain most disappointing chatbot launches. Spend the time on the catalog before you spend it on anything else.
Frequently asked questions
How do I train an AI receptionist on my services?
Write a clear service catalog, one section per service with price, duration, inclusions and policies, and load it into the assistant's knowledge base.
What format should my documents be in?
Text-based files such as PDF, Word or plain text, or a web page. Avoid putting key facts only in images.
Should I list services I do not offer?
Yes, briefly, with a suggestion, so the assistant does not improvise.
How often should I update the catalog?
Whenever anything changes, and review it at least quarterly.
How do I check the assistant learned it?
Ask ten questions per service, including ones not covered, and compare answers with the source.
Can the same catalog serve my website?
Yes. A clear catalog improves your website pages and your team's consistency.
Load your own catalog and test it in the playground, see the knowledge base feature and start a free trial.
Further reading
- Google Search Central: creating helpful, people-first content: What Google looks for in useful pages.
VASTAA JOKAISELLE KÄVIJÄLLE. VARAA AIKA NIILLE, JOTKA OVAT VALMIITA.
Ota Crescelo käyttöön verkkosivustollasi 15 minuutissa
Opeta avustajasi hinnastoillasi, asiakirjoillasi ja palveluehdoillasi. Ota käyttöön lähteisiin perustuvat vastaukset ympäri vuorokauden ja päällekkäisyydettömät ajanvaraukset suoraan chatissa.