For the Artificial Intelligence to provide personalized and accurate answers to guests, it is essential that it has knowledge about the properties. This knowledge can be added in two ways:
1. Property-specific knowledge This is information that applies only to a particular property. Example: “This property uses an electronic lock” or “The pool towels are kept in the living room closet.”
2. General knowledge This is information that should be considered across all the properties in your portfolio. Example: “All properties offer breakfast at an additional cost” or “All properties include extra cleaning on the second day of the stay.”
The Virtual Concierge always considers general knowledge when responding to any guest. If there is a specific characteristic of a property, it will complement the response with the individual knowledge of that property.
⚠️ Attention to avoid conflicts: It is very important that the information does not contradict itself. For example, if one property uses an electronic lock and another uses physical keys, this detail should not be included in the general knowledge but only in the individual knowledge of each property. This way, the AI avoids giving incorrect or confusing responses.
Adding knowledge to the Virtual Concierge
You can add detailed information to your Virtual Concierge in two ways:
1. Property-specific information You can add instructions that apply only to a particular property:
Go to Properties > All Properties.
Click on the desired property name.Open the Virtual Concierge Knowledge tab.
In this field, enter the instructions or information that should be used only for that property.
Examples:
-The main door is blue and the intercom is on the left side.-The pool towels are kept in the white cabinet in the pantry.
2. General information You can also add information that will be applied to all properties:
Go to AI and Messaging > General Knowledge and Tests.
Enter the data you want to make available generally.
Examples:
-Breakfast is offered from 8:30 a.m. to 10:30 a.m.-Cleaning service is provided on the second day. We can schedule it; just send us a message.
Recommended structure when entering information To ensure clarity and efficiency, it is important to organize the content correctly.
Property-specific knowledge This information refers only to a particular property. When filling it in, you will have 3 fields available:
Property information: fixed details of the unit.
Ex.: “Shared pool with other apartments.”
Pre-arrival information: specific arrival instructions.
Ex.: “The building gate opens with a numeric code sent on the day of arrival.”
In-stay information: usage guidelines during the stay.
Ex.: “Pool towels are kept in the white pantry cabinet.”
General knowledge This information will be used across all the properties in your portfolio. When filling it in, you will have 2 fields available:
Pre-arrival information: useful data before check-in.
Ex.: “Online check-in must be completed at least 24h before arrival.”
In-stay information: guidelines valid after check-in.
Ex.: “All properties offer extra cleaning on the second day, upon request.”
Tip: Think broadly. Avoid including details that may vary between properties.
Writing format
- Use short and objective bullet points.
- Always explain what it is and how it works.
- Include only relevant information that addresses common guest questions.
- Avoid long or repetitive texts.
We remind you that the Knowledge Base should consist of useful information to formulate appropriate responses to guests.
Instructions, commands, or behavioral rules should not be included.