Pilot: Creating your AI knowledge base

This article explains how to use the AI knowledge base feature in Guesty's AI hub. You can create topics and add informational sources to manage company and property knowledge, allowing Guesty's AI agents to provide accurate and helpful answers.

The knowledge base is a central library for property-specific information that doesn't fit into standard data fields, such as how to operate a specific appliance or where the water shut-off valve is located. 

Understanding topics and sources

The Knowledge Base is organized into two main parts:

• Topics: A topic is a container for a specific subject, like "Check-in Instructions" or "Appliance Manuals". Each topic is assigned to one or more properties.
• Sources: A source is a piece of information inside a topic. This can be a file that you upload (like a PDF manual), or text you enter directly. A single topic can include multiple sources.

Topics are currently used only by ReplyAI to answer guest questions. 

Coming soon

You'll have the option to create topics available to your team through internal tools like Copilot.

Understand how knowledge base and guidelines work

Both the knowledge base and ReplyAI guidelines shape how ReplyAI answers guests, but each has a different role:

• Knowledge base: The facts ReplyAI answers from, such as house manuals, appliance instructions, and property policies.
• Guidelines: How ReplyAI responds in specific situations, such as what to say or avoid and the tone.

ReplyAI uses both, so you don't need to copy your guidelines into the knowledge base. If a guideline mostly contains facts (for example, where the beach towels are kept), that information is better suited to a knowledge base topic.

Create a new topic

Follow the steps below to create a new topic.

Step by step:

1. Sign in to your Guesty account.
2. In the side navigation menu, select AI hub.
3. In the left-side menu, click Settings, then select Knowledge base.
4. In the top-right corner, click + New topic.
5. To the left, click + Add source. 
6. Under the "Upload" tab, click Select files, then click Upload. Make sure your files are within the file and topic limits.
7. To enter text, click the "Free text" tab. Enter a name and freeform text, then click Upload.
8. Click the source to open the automatically generated summary, tags, and a preview. Review these to ensure the content was processed correctly.
9. Enter a topic name.
10. Click Select properties to assign relevant properties.
11. The topic's visibility defaults to Visible to guests, used by ReplyAI to answer guest questions.
12. In the top-right corner, click Save.

Manage your knowledge base

From the main knowledge base page, search for topics by name and use the filters to view topics by property or visibility status.

Edit a topic

Follow the steps below to edit a topic.

Step by step:

1. Sign in to your Guesty account.
2. In the side navigation menu, select AI hub.
3. Click Settings, then select Knowledge base.
4. To the right of the relevant topic, click , then select Edit topic.
5. Edit the details as needed. Existing sources can't be edited, whether a file or free text. You can delete sources and add new files or free text.
6. At the top right, click Save. 

Delete a topic

Follow the steps below to delete a topic.

Step by step:

1. Sign in to your Guesty account.
2. In the side navigation menu, select AI hub.
3. Click Settings, then select Knowledge base.
4. To the right of the relevant topic, click , then select Delete topic.
5. In the pop-up, click Delete.

Important considerations and limitations

Keep the following rules and limitations in mind when using the knowledge base.

Precedence rule

If information in a knowledge base source conflicts with data stored in a structured field on a property's page (such as check-in time or a Wi-Fi password), the AI agents will always use the data from the structured field.

File and topic limits

The knowledge base has the following limits:

• Max file size: 5MB per file
• Max sources per topic: 20
• Max files per upload: 10

If any selected file is over 5MB, the Upload button stays disabled for all the selected files. Remove the oversized file to upload the rest.

File processing

• The system detects and prevents duplicate file uploads.
• A file under 5MB may still be rejected if it contains an excessive amount of text.
• The system will show an error if a file fails to process, contains no readable text, or is password-protected.