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A strong Knowledge Base gives the agent facts it can retrieve quickly and apply to the correct property. The goal is not to upload everything your business has—it is to provide clear, current information that answers real guest questions. Knowledge Base sources

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What belongs where

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Start with essential guest questions

Before adding sources, list the questions your team answers repeatedly. A useful first-property set is:
  1. Check-in, check-out, and front-desk hours
  2. Cancellation, deposit, and payment policies
  3. Parking and transportation
  4. Amenities and accessibility
  5. Room types and occupancy details
  6. Breakfast, restaurant, and room-service information
  7. Pet, smoking, visitor, and child policies
  8. Early check-in and late check-out
  9. Directions and local recommendations
  10. How to contact a person
Create a focused source for each topic rather than one large document called “Hotel information.”

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Add a focused text source

1

Open Knowledge Base

Go to Agent → Knowledge Base and select Add text.
2

Use a searchable title

Name the source after the topic, such as Early check-in policy — Ocean View Hotel.
3

Write explicit facts

Include the policy, applicable times or prices, exceptions, and what requires team confirmation.
4

Set property scope

Select the relevant property. Use Global only when the information is identical across the workspace.
5

Save and test

Start a new Playground chat and ask the same question in several natural ways.

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Copy-ready example

Replace the bracketed values with your actual policy:
This source works because it separates facts from conditions and does not let the agent turn a request into a guarantee. Configure any required escalation separately in Handoff Rules.

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Prefer precise language

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Choose the right source type

  • Manual text — best for policies, temporary notices, exceptions, and concise facts your team maintains directly.
  • Single URL — best for one authoritative, frequently updated public page.
  • Website crawl — useful for broad initial coverage, followed by review and cleanup.
  • Files — useful for structured reference material the agent should read but not send directly.
A website crawl can import outdated, duplicated, or marketing-focused content. Review the resulting coverage and add precise manual sources for important policies.

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Scope multi-property knowledge

Use Global only for facts that truly apply everywhere, such as a company-wide loyalty program. Scope operational facts to a property when addresses, hours, amenities, fees, or policies differ. For example, create:
  • Parking — Downtown Hotel
  • Parking — Airport Hotel
Do not create one Global parking source containing conflicting rules for both properties unless the text clearly identifies each property.

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Test retrieval

In a new Playground chat, ask:
  • The exact FAQ: “What time is check-in?”
  • A paraphrase: “How early can I get my room?”
  • A question with missing property context
  • A question containing an incorrect assumption
  • A related question the source should not answer
The agent should use the correct property, avoid inventing missing details, and ask for clarification when the property is ambiguous.

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Maintain the Knowledge Base

  • Assign an owner for each policy area.
  • Include dates in time-sensitive source titles.
  • Deactivate expired information immediately.
  • Review top conversation questions monthly.
  • Search for overlapping sources before adding a new one.
  • Retest affected questions after every material change.

Knowledge Base reference

Review source types, filters, property scope, activation, and storage usage.