AI Frontdesk: Storing and managing company knowledge

Valid for AI Receptionist (packages from August 19, 2026) and AI Chat Assistant (Momentum AI).

To enable your assistant to answer inquiries about your business independently, you need to provide it with the necessary information – details about your company, your products, and your services. The more information you provide, the more accurate and helpful the answers will be. Your assistant automatically learns this information from your website; you can then add to, edit, or delete it at any time. This feature is available in the AI Receptionist and AI Chat Assistant products. The following steps show you how to store and manage your company knowledge.

Open the assistant’s settings

Log in to your IONOS account.
Click on Menu > AI Frontdesk in the title bar.
In the contract overview, click on Manage in the tile for the contract you want.

Open the Company Knowledge section. This is where you configure all the following settings.

Note

These settings form part of your assistant’s general configuration. If you use multiple channels (phone or chat), the settings you specify here apply to all channels. Only the settings in the Language, Voice & Behavior section are channel-specific (see Customising behaviour and language).

Train your AI Frontdesk on your website

The easiest way to provide your assistant with information is to have it automatically learn from your website.

Please Note

Training the assistant on your website again completely replaces all information previously stored as company knowledge. This also includes any information you have previously added or edited manually. If necessary, save any complex, manually created entries in a separate document beforehand.

Enter your website address in the field provided (for example, example.com). The prefix https:// is already included.
Click on Train. The training process may take 2–3 minutes.
Once training is complete, the information is displayed by topic in blocks under Extracted Knowledge.

Note

Check the extracted information carefully. Training only takes in the publicly accessible content of your website, so make sure that everything relevant has been captured correctly.

Manage knowledge entries

Under Extracted Knowledge, you can manage the topic blocks. Click the arrow to the left of a topic block to expand its contents for editing.

Edit topic: Adjust existing entries to update or clarify information.
Add topic: Click on Add topic to add knowledge that could not be automatically learnt (e.g. regarding internal processes or specific services).
Delete topic: Use the bin icon to remove entries that are no longer up to date, to avoid incorrect answers.

Formatting entries

You can simply enter the content in your own words – no special formatting is required. When you train the assistant on your website, it enters the information in a structured format automatically; you simply need to check it and overwrite it if necessary. If you create a new topic with Add topic, the grey examples are shown for guidance only and will disappear as soon as you start typing.

If you’d like to organise your entries more clearly, you can use a few simple characters (Markdown): ## at the start of a line creates a heading, - creates a bullet point, and **text** makes the text bold. These symbols are optional – your entries will be processed in full even without them.

Note

The more comprehensive, up-to-date, and well-organised the information you provide is, the more accurate your assistant’s responses will be. You should therefore update the knowledge base regularly, particularly if there are changes to your range of services, your opening hours, or your contact details.

Save changes

To apply your changes, click the Save changes button in the top right-hand corner. As long as you haven’t made any changes, the button will be greyed out and labelled No changes.

If you have already embedded the website widget on your website, your saved changes will be automatically applied there – there is no need to embed it again. It may take a few minutes for the changes to become visible to all visitors.

To test your settings, have a conversation with the assistant. There are two ways to do this:

Via your website: Open your website and start a conversation via the website widget. If you haven’t integrated the widget yet, first follow the guide Setting up and integrating the website widget.
Via a test call: If you have subscribed to AI Receptionist, call the assistant directly from the interface – using the green Test Call button in the top right-hand corner. If you have made any changes, the button will say Save & Call and will save your changes at the same time. Test calls are free of charge. You can find further details in the article Making a test call.

Note on hallucinations

AI systems may occasionally make incorrect or inaccurate statements, known as hallucinations. This means that the AI estimates or interprets answers when no clear information is available.

Please Note:

The AI cannot always adhere 100% to your specifications.
You should therefore scrutinise important answers carefully.
Such deviations are not technical faults, but a typical characteristic of generative AI.