Instructions and Topics: when to use them
Difference between Knowledge Base, Instructions, and Topics: where to write facts, behavioral rules, and fixed responses, and why a Topic takes precedence over the Knowledge Base.
You are in the right place if…
- “The AI responds with old information even though I updated the Knowledge Base”
- “Where do I write that the AI must escalate refund requests to me?”
- “I want the AI to always respond with the same words”
- “Difference between Instructions and Topics”
This guide has not yet been verified against the latest software version.
The AI agent uses three different sources. Writing every piece of information in the right place avoids inconsistent responses.
Knowledge Base: the facts
Everything regarding the properties: address, Wi-Fi, parking, check-in procedures, house rules, instructions for appliances. The AI does not invent anything: if the information is not there, it triggers a Human Escalation.
Instructions: behavioral rules
Instructions apply to every response. Use them for:
- what to escalate to an operator: "If the guest mentions refunds, escalate to us immediately";
- style: "Sign every message with Team Belmare";
- general constraints: "Never give the door code before 4:00 PM".
Do not use them for facts like Wi-Fi passwords, hours, or rates: those belong in the Knowledge Base.
Topics: fixed responses
A Topic is a response that the AI sends using your exact words, without rephrasing it, only translating it into the guest's language. Use it when you want a response to be always identical, for example, to redirect those asking for availability to your website.
Pay attention to two aspects:
- Topics age: the text is fixed, so if you change a policy, you must also update the Topic.
- Topics prevail: if a Topic and the Knowledge Base say different things on the same subject, the AI uses the Topic, even if the Knowledge Base is more up-to-date.
Practical rule: write everything in the Knowledge Base and use a Topic only when you really need a response to be always the same.
Instructions and Topics are managed within each AI Profile.