Knowledge Base: creating and organizing documents
How the AI agent uses the Knowledge Base, how to create a document with sections, associate it with properties or leave it general, edit it with the help of AI, restore a version or delete it, along with tips for writing information that the AI can find and use.
This page is not translated yet: you are seeing the Italian version.
You are in the right place if…
- “How do I teach the AI the information about my property?”
- “Where do I write the Wi-Fi password?”
- “The AI is not using the document I uploaded”
- “How do I translate a Knowledge Base document?”
- “Can I recover a previous version of a document?”
This guide has not yet been verified against the latest software version.
The Knowledge Base is the manual for your properties: the AI agent searches it for information to answer guests. If information is missing, the AI will not invent it and will escalate the conversation to a human operator.
How the AI uses it
When a guest asks, for example, "What time can I check in?", the AI understands the topic, searches the documents for the relevant section, such as "Check-in and check-out times", and formulates a response using that information.
General documents and property-specific documents
- A general document, not associated with any property, collects information that applies everywhere: check-in and check-out times, agreements, policies. It is also used for requests not linked to a booking, for example from those who have not yet booked.
- A property-specific document contains what changes from property to property: access, Wi-Fi, parking, appliances, directions.
The AI uses information from a property only when it knows which property it is responding for. If information applies to all properties, put it in the general document instead of repeating it.
Creating a document
- In Knowledge Base click + New document.
- Choose the property to link it to and click Create new document.
- Click + Add Section, enter a specific title, for example "Access information", and write the content.
- Reorder sections with the arrows on the right or delete them with the trash icon.
- Click Save, give the document a clear name, and choose which properties or units to associate it with. If you do not associate it with any property, it becomes a general document.
- Click Store Document.
Editing with the help of AI
At the bottom of the document, there is a bar where you can ask the AI to intervene on the entire text, for example "Make the whole document in English". Click View Changes to see the highlighted changes, then Accept or Reject.
Editing, restoring, and deleting
- To edit a document, open it, change the sections, and click Save. You can filter the list by unit.
- Next to Save, you will find previous versions and can restore one.
- To delete a document, click the trash icon in the property box and confirm with Delete document. Deletion is permanent.
Writing information that the AI uses well
- Use specific section titles: "Check-in and check-out times" works better than "Info".
- Write short and precise sentences.
- Always use the same terms for the same concept.
- Keep only one version of each piece of information: if two documents say different things, for example check-in at 3:00 PM and 4:00 PM, the AI may get confused.
- Follow the guest's journey: before arrival, check-in, stay, check-out, information about the area.
- Include links and operational details, for example the Google Maps link for the parking: the AI only sends what it finds written.
- Review the content at least once a month and add answers to frequently asked questions that are still missing.