For AI to provide personalized and accurate responses to guests, it is essential to have relevant information 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.
Examples:
“This property uses an electronic lock.”
“The pool towels are kept in the living room closet.”
2. General knowledge
This is information that applies to all properties in your portfolio.
Examples:
“All properties offer breakfast at an additional cost.”
“All properties offer extra cleaning on the second day of the stay.”
The Virtual Concierge uses general knowledge when responding to guests and complements it with property-specific knowledge whenever relevant.
⚠️ Important: Avoid conflicting information.
Make sure the information provided does not contradict itself. For example, if one property uses an electronic lock and another uses physical keys, this information should not be included in general knowledge. Instead, it should be added individually to each property's knowledge.
This helps the AI provide accurate and consistent responses.
Adding Knowledge to the Virtual Concierge
You can add information and reference content that helps the Virtual Concierge provide accurate and relevant responses to guests in two ways:
1. Property-specific information
You can add information that applies exclusively to a particular property:
Go to Properties > All Properties and click on the desired property name.
Open the AI Knowledge tab.
In this section, add relevant information about the property that the Virtual Concierge can use as a reference when responding to guest inquiries.
Examples:
The main entrance door is blue, and the intercom is on the left.
The pool towels are kept in the white cabinet in the pantry.
Important: This section is intended exclusively for reference information and content. Do not add instructions about how the Virtual Concierge should respond or behave, as these may conflict with its existing configuration and functionality.
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 the Virtual Concierge can use the knowledge clearly and efficiently when responding to guests, it is important to organize the content correctly.
Property-specific knowledge
This section allows you to add reference information related exclusively to a particular property. You will find three available fields:
Property information: General details and characteristics of the unit.
Ex.: “Shared pool with other apartments.”Pre-arrival information: Relevant information to help answer questions related to arrival.
Ex.: “The building entrance opens with a numeric code sent on the day of arrival.”In-stay information: Useful information about services, facilities, and amenities available during the stay.
Ex.: “Pool towels are kept in the white pantry cabinet.”
General knowledge
This information applies to all properties in your portfolio. You will find two available fields:
Pre-arrival information: Relevant information related to the period before check-in.
Ex.: “Online check-in must be completed at least 24 hours before arrival.”In-stay information: General information about services and facilities available during the stay.
Ex.: “All properties offer extra cleaning on the second day, upon request.”
Important: All knowledge sections are available to the Virtual Concierge during guest interactions, regardless of the reservation stage.
The separation into fields such as Pre-arrival and In-stay is intended solely to organize the content and make it easier to manage and review. It does not restrict when the information can be used.
Tip: For general knowledge, prioritize information that applies to all properties and avoid including details that may vary between individual units.
Writing Format
Use short, clear, and objective statements.
Describe property features, services, and conditions accurately.
Include relevant information that helps answer frequently asked guest questions.
Avoid long, repetitive, or ambiguous content.
Do not include instructions directed at the Virtual Concierge.
Remember: The Knowledge Base should contain reference information that helps the Virtual Concierge formulate accurate and relevant responses to guests.
Do not include commands, instructions on how to respond, or behavioral rules, as these may conflict with the Virtual Concierge's existing configuration and functionality.