Facts instead of unverified promises
Hotel knowledge describes your property; regional knowledge describes the surrounding area. Both are maintained separately. AI can turn these into naturally worded answers; it does not replace inventory, price or booking checks.
Preparing an entry
- Open the appropriate Hotel knowledge or Regional knowledge area and choose a clearly defined topic.
- Add guest questions, the answer, language and a traceable source.
- Review the information for accuracy, identify potential risks and set the next required review.
- Resolve missing information or displayed approval blocks and explicitly approve the entry.
- Under ‘Shared chat approval’, select ‘Disabled’, ‘Staff suggestions only’ or ‘Automatic replies’ once and click ‘Save chat approval’. This selection applies to the website, WhatsApp, Facebook and Instagram together. Automatic replies are available only for current articles whose content is approved and explicitly eligible.
Testing answers
Use the internal test chat with typical questions in the required languages. Also test combined questions, missing information and corrections. Shared chat approval defines knowledge use across all four chat channels; receiving, sending and channel automation must also be enabled. Staff takeover stays paused until explicitly resumed.
Regional packages and freshness
A regional package can prepare source-based content. Imported topics generally require review. Time-sensitive information about transport, prices, opening hours or safety must be checked for freshness. Synchronising a package does not simply overwrite locally edited answers.