Give each location its own answers
Updated September 24, 2026
A customer who asks “Is there parking?” wants the answer for the location they are about to visit. A Pulse AI agent gets there in two steps: it works out which location the question is about, then answers from that location’s record and from the knowledge base items you limited to it.
Before you start
- Full Messaging access, or account ownership.
- A Pulse AI agent attached to at least one channel. See Pulse AI agents.
- More than one location on the account. With a single location, every answer is already that location’s.
How the agent picks the location
The agent starts from the conversation’s own location when it has one.
| Where the conversation comes from | The location the agent starts from |
|---|---|
| A channel that belongs to one location, such as that location’s WhatsApp number | That location |
| Website live chat linked to a brand | The location the visitor picks in the widget |
| An account with one location | That location |
| A channel the whole brand shares, such as one Instagram account for the franchise | None |
When a customer names a different location, or the conversation has no location, the agent looks up your list of locations, finds the one the customer means and uses it for everything that follows: the hours, the address and the knowledge base search. It never guesses hours.
What the agent reads from each location
The agent reads these live from the location record, so you never write knowledge base items for them:
- the address, phone number and Google Maps link
- the opening hours, and special hours such as a holiday closure
Keep locations and business hours up to date and the answers change with them.
Give one location its own answer
Use this for anything that differs between locations: parking, a patio, accessibility, a service only some locations offer.
- Go to Messaging → Pulse AI → Knowledge Base and select Add content.
- Write the Question the way customers ask it, and the Answer that is true for this location.
- Under Agents, pick the agents that should use it.
- Turn on Limit to specific locations and pick the location, or locations, the answer is true for.
- Select Save.
- Repeat for every location that needs a different answer to the same question.
An item without a location limit applies to every location. A location-limited item only counts when one of its locations matches the location the agent is answering for, so the parking answer you wrote for one location never reaches a customer who asked about another.
Example Oak Avenue has a free lot behind the building and Elm Street has street parking only. Write two items with the question “Is there parking?”, limit the first to Oak Avenue and the second to Elm Street, and assign both to the same agent.
Check the answers
Open the agent at Messaging → Pulse AI → Agents and ask the question in the playground once for each location, naming the location every time: “Is there parking at Oak Avenue?”, then “Is there parking at Elm Street?”. Each reply should carry that location’s answer. See Pulse AI agents.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| One location gets another location’s answer | The item has no location limit, so it applies everywhere | Turn on Limit to specific locations and pick the right location |
| The agent says it has no information for one location | Every item for that question lists other locations only | Add an item for this location, or add the location to an existing item |
| The hours or the address are wrong | The location record is out of date | Update the location or its business hours; the agent reads them live |
| Limit to specific locations is missing | The account has one location | Nothing to change: every item already applies to that location |