Knowledge

A guide to writing Knowledge

Your AI assistant relies on Knowledge blocks to answer guest questions accurately. Each block should contain a complete, self-contained, guest-facing explanation of one specific topic.

To get it right, follow these three principles:

The Three Principles

1. Directive

Every Knowledge block should give the AI usable content to reply to guests.

• Only include what the AI can say — never what it should do.

• Never add internal instructions like “notify maintenance” or “send invoice.”

• Write facts and answers exactly as you’d want them sent to the guest.

2. Comprehensive

Each block should fully cover the topic in its title.

• Include all common variations or follow-up questions guests might ask.

• Don’t split information across multiple blocks if it all belongs to one topic (e.g. include network name + password + coverage in the same Wi-Fi block).

• Avoid partial answers that force the AI to guess or escalate.

3. Focused

One block = one topic.

• Clear focus allows the AI to quickly find and quote the right detail.

• If a guest asks about check-out and your “Parking” block mentions it, the AI might return irrelevant info.

Good vs. Bad Examples

Wi-Fi Details

❌ Bad Version

Wi-Fi name: HappyStay Password: It depends, check the router label TV remote is on the table

Confusing: combines unrelated topics, omits critical info, vague instruction.

✅ Good Version

Title: Wi-Fi Information Network name: HappyStay Password: Milan2025 (case-sensitive)

Coverage includes the entire apartment and balcony

Clear, complete, guest-ready. TV info belongs in a separate block.

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Pet Policy

❌ Bad Version

Title: Pets

Pets are not allowed. Contact us if you need anything else.

Minimal and vague — not enough detail for edge cases.

✅ Good Version

Title: No-Pet Policy

Pets are not permitted in the apartment. Certified service animals are welcome — let us know in advance and share documentation. Bringing a non-service animal may result in a €200 deep-cleaning fee.

Covers policy, exception, and consequences — all in one place.

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Mixed Topics

❌ Bad Version

Title: Parking & Departure

Parking is available at Via Torino 7 for €15/day. Check-out is at 10 AM. Leave the keys on the table. Please write a review!

Unfocused: mixes two separate workflows and ends with an unrelated ask.

✅ Good Version

Title: Parking

Paid parking available at Via Torino 7 garage (0.3 km from apartment). Price: €15 per day, pay at machine before exit. Max height: 2.0 m. Open 24/7.

Only parking. Check-out and review requests go in their own blocks.

By keeping every Knowledge block Directive, Comprehensive, and Focused, you ensure the AI has clean, complete inputs to generate confident and accurate replies — without confusion, overreach, or escalation.