AI Frontdesk: Storing and managing company knowledge

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

This article walks you through storing and managing company knowledge for your AI Receptionist, AI Chat Assistant, and AI Email Assistant. You will learn how to extract this information automatically from your website, how to upload your own documents, and how to edit the knowledge base manually.

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, AI Chat Assistant, and AI Email 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.

In the navigation on the left, under Settings, click on Company Knowledge. The section of the same name expands on the Configure assistant page. This is where you configure all the following settings.

Note

Your assistants share these settings: if you have ordered more than one of the products listed under Valid for above for your contract, the details you enter here apply to all of them.

Note

AI Email Assistant also learns knowledge from your emails. You do not manage this learned knowledge here but in the Email assistant section, and it applies only to email replies. For details, see the article AI Frontdesk: Letting the assistant learn business knowledge from emails.

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 topic blocks under Extracted 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. To do this, expand the desired knowledge entry and edit the stored information.
Add topic: Supplement knowledge that could not be automatically extracted, for example, about internal processes or special service offerings. Click on Add topic to add knowledge that could not be automatically learned.
Delete topic: Remove entries that are no longer up-to-date to avoid incorrect answers. Use the bin icon to remove entries.

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.

Uploading documents

In addition to the knowledge learned from your website, you can store your own files – such as price lists, service descriptions, or instructions. Your assistant searches them for relevant details during a conversation.

Under Documents, click in the field with the dashed border, or drag and drop your files into it. You can select multiple files at once.
Wait until your files have been processed. As long as a document shows Processing…, it is not yet ready. Once it is ready, it appears in the list with a document icon.

Uploaded documents take effect immediately – you do not need to click Save.

To remove a document, click the bin icon to the right of it in the list.

Supported formats and limits

Your assistant processes the following file types:

PDF
Office documents: DOCX, PPTX, XLSX
Text files: TXT, MD, MARKDOWN, CSV

Each file can be a maximum of 10 MB and 15 pages. Split larger documents into smaller files before uploading them.

Save changes

To apply your changes, click the Save button in the top right-hand corner. As long as you have not made any changes, the button is greyed out.

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.