Managing Tera’s Knowledge Base

Tera’s Knowledge Base allows you to customize the AI assistant’s responses with information specific to your clinic.

What is the Knowledge Base

Tera combines three sources of information to respond:

1. General knowledge from the AI model
2. System data (calendar, availability, pricing)
3. Customized content — this is where you come in

The Knowledge Base is this customized content: frequently asked questions, clinic policies, and additional information that Tera uses when interacting with patients and therapists.

Accessing the Knowledge Base

1. Go to Settings
2. Click on Tera’s Knowledge Base

Only the Owner can manage the Knowledge Base. Therapists can view and suggest edits.

Content Categories

Frequently Asked Questions (FAQ)

Pairs of questions and answers that Tera uses when assisting patients via WhatsApp.

Examples:

Question	Answer
”Do I need to bring anything for the session?"	"Just comfortable clothes. Bring a water bottle."
"Is the online session as effective as the in-person one?"	"Yes! Many holistic techniques work just as well remotely."
"Do you accept insurance?"	"We do not work with insurance. We accept PIX, credit card, and cash.”

Policies

Rules and guidelines of the clinic that Tera follows and communicates:

Examples:

• Cancellation policy: “Cancellations must be made at least 24 hours in advance.”
• Late arrival policy: “We allow a delay of up to 15 minutes. After that, the session may be shortened.”
• Payment policy: “Payment is made at the end of each session.”

Information

Additional data about the clinic that does not fit into FAQ or policy:

Examples:

• “We offer free parking in the building’s basement.”
• “Ask patients to arrive 10 minutes before their first session.”
• “We have wheelchair accessibility on the ground floor.”

Adding Content

1. Select the category (FAQ, Policy, or Information)
2. For FAQs:
   • Fill in the Question — how the patient might ask
   • Fill in the Answer — what Tera should respond
3. For Policies and Information:
   • Fill in the Title (question field)
   • Fill in the Content (answer field)
4. Click on Save

Activating and Deactivating Items

Each item in the Knowledge Base can be activated or deactivated individually. Deactivated items are not used by Tera but are saved for future use.

Best Practices

• Be direct — short and clear answers work best
• Think like the patient — what questions do your patients most frequently ask via WhatsApp?
• Update regularly — keep information current (especially hours and prices)
• Cover important policies — cancellation, payment, lateness, first consultation
• Test — after adding content, send a test message via WhatsApp to see how Tera responds