# WhatsApp Business Knowledge Base Template

Use this worksheet to prepare verified facts before copying them into MSG.AI. It is a planning document, not a one-click import file.

Last verified: [YYYY-MM-DD]
Owner: [Name or role]
Next review date: [YYYY-MM-DD]

## 1. Business name (maximum 80 characters)

[Official customer-facing business name]

## 2. Business introduction (maximum 1,500 characters)

- What the business does:
- Customers or markets served:
- Countries or regions served:
- Supported languages:
- Business hours and time zone:
- Official website:

## 3. Products and services (up to 20 entries)

Repeat this block for each approved product or service.

### Service 1 name (maximum 60 characters)

[Name]

Description (maximum 500 characters):

- Best for:
- Included:
- Excluded:
- Price or price rule:
- Minimum order quantity:
- Lead time:
- Availability or region limits:
- Required customer information:

### Service 2 name (maximum 60 characters)

[Name]

Description (maximum 500 characters):

- Best for:
- Included:
- Excluded:
- Price or price rule:
- Minimum order quantity:
- Lead time:
- Availability or region limits:
- Required customer information:

## 4. Additional rules (maximum 2,000 characters)

### Payments

- Accepted methods:
- Currency:
- Deposit rule:
- Official payment channel:
- Information agents must never request:

### Shipping and delivery

- Dispatch estimate:
- Carriers or delivery methods:
- Tracking policy:
- Countries or regions not served:

### Returns, refunds and cancellations

- Eligibility:
- Time window:
- Required evidence:
- Exceptions:
- Policy URL:

### Escalation and safety

- Questions AI must not answer without human approval:
- Claims or promises agents must not make:
- Escalation contact or team:
- Expected escalation response time:

## 5. Accuracy checklist

- [ ] Every price includes a currency and verification date.
- [ ] Every time estimate states its trigger and important conditions.
- [ ] Refund, payment and privacy language matches current policy.
- [ ] Unsupported products, regions and promises are explicit.
- [ ] A named owner reviews the content on a fixed schedule.
- [ ] Agents test common questions and review every generated draft before sending.

## MSG.AI field limits

- Business name: 80 characters
- Business introduction: 1,500 characters
- Product/service name: 60 characters each
- Product/service description: 500 characters each
- Products/services: up to 20
- Additional information: 2,000 characters
- Combined prompt budget used by the extension: 6,000 characters