Knowledge Base — Your AI's Brain

What the Knowledge Base Does

The knowledge base stores property-specific information your AI uses to answer guest questions. When a guest asks "Where do I park?" or "What's the WiFi password?", the AI searches the knowledge base and responds with your exact answer.

Every article you create has a visibility level that controls who can see it. Guest-facing AI — including voice calls and text conversations — only ever shares articles marked as guest-safe. Internal notes and operational instructions stay completely private, even when the AI is actively helping a guest.

Adding Articles Manually

1. Go to Settings > AI > Knowledge Base
2. Click Add Article
3. Enter a question (e.g., "How does the coffee machine work?") and a detailed answer
4. Set the visibility for the article (see Article Visibility below)
5. Choose which properties should use this article (see Property Selection below)
6. Save

Write answers the way you'd want a guest to read them — clear, friendly, specific.

Article Visibility

Every knowledge base article has a visibility setting that determines who can access it. This is one of the most important settings to get right.

Visibility	Who sees it	Use it for
Public	Guests (via voice and text) and your team	Check-in instructions, WiFi passwords, parking details, house rules — anything you're happy for guests to read
Team	Your team only — never shared with guests	Cleaning schedules, service provider access procedures, internal operational notes
AI-Only	Used silently by the AI for internal reasoning — never recited to guests	Background context that shapes how the AI responds without being read aloud

Why visibility matters

When a guest asks a question — whether by text or on a voice call — the AI searches only your Public articles. Articles marked Team or AI-Only are completely invisible to guests, even if their content seems relevant to the question. This happens automatically; there's no extra step required on your part.

This means you can keep detailed internal procedures (such as how cleaners access the property) in your knowledge base without any risk of that information accidentally reaching a guest.

Important: If a guest asks a question and your only relevant article is marked Team or AI-Only, the AI will not fabricate an answer. It will let the guest know it can't help with that topic and suggest they contact you or your team directly.

Setting visibility on an article

1. Open an existing article or create a new one in Settings > AI > Knowledge Base
2. Find the Visibility field
3. Choose Public, Team, or AI-Only
4. Save

When in doubt, ask yourself: "Would I be comfortable if a guest read this out loud?" If yes, use Public. If no, use Team.

[Screenshot: Article editor showing the Visibility dropdown with Public, Team, and AI-Only options]

Checking visibility across your knowledge base

To review how your articles are labeled, go to Settings > AI > Knowledge Base. The article list shows the visibility level alongside each article's title and property assignment, so you can quickly spot anything that may need relabeling.

[Screenshot: Knowledge base article list with visibility badges shown next to each article]

Property Selection Made Simple

When creating or editing knowledge base articles, you'll see a property picker that lets you choose which listings should use the article. The picker now handles large property portfolios smoothly — even if you manage hundreds of listings across multiple groups.

Improved Performance for Large Portfolios

If you manage many properties, the picker now:

• Scrolls smoothly without lag or jumps, even with 200+ listings
• Expands search results automatically — when you search, groups containing matching properties open so you can see the results immediately
• Loads instantly — no delays when opening the property list

[Screenshot: Property picker showing expanded search results across multiple property groups]

How to Select Properties

1. Click the property field to open the picker
2. Search by name — type any part of a property or group name to filter results
3. Select individual properties — check boxes next to specific listings
4. Select entire groups — check a group to include all properties in that group (and any added later)
5. Choose "All properties" to apply the article everywhere

When you search, groups automatically expand to show matching properties inside them. No need to manually open each group to find what you're looking for.

Training with Property Photos

You can train your AI by uploading property photos. The system analyzes your photos and creates relevant knowledge base articles about your property's features and amenities.

Photo Upload Process

1. Go to Settings > AI > Knowledge Base
2. Click Upload Photos or Train from Photos
3. Add photos from your device or paste URLs from listing sites
4. The system processes each photo and creates articles automatically
5. Review and edit the generated articles before saving

When Photo Upload Fails

If photos fail to upload, you'll now see exactly why each one didn't work:

• Timeout errors — The photo took too long to download (over 30 seconds)
• CDN blocks — The hosting site blocked our request (common with some listing platforms)
• Invalid URLs — The photo link is broken or incorrectly formatted
• HTTP errors — The server returned an error code

[Screenshot: Error message showing specific failure reasons for each photo]

Instead of a generic "upload failed" message, you'll see details like:

• [timeout_30s] https://photos.example.com/bedroom.jpg
• [http_403] https://cdn.airbnb.com/kitchen.jpg
• [invalid_data_url] data:image/jpeg;base64...

This makes it much faster to fix the problem and retry with working photo URLs.

Improved Airbnb Photo Support

We've fixed an issue that was preventing photo analysis from working with certain Airbnb listings. The system now properly handles photos from Airbnb's content delivery network, so your property photos will upload and analyze correctly without format errors.

[Screenshot: Successful photo upload from Airbnb listing URL]

If you previously experienced "unsupported image format" errors when importing Airbnb photos, those issues are now resolved.

Auto-Learning from Conversations

When the AI is in shadow mode or you manually respond to a guest question, the system detects useful Q&A patterns and suggests saving them as knowledge base articles. The AI now properly creates these knowledge base entries during training conversations, ensuring accurate property information gets captured.

You review and approve each suggestion before it goes live. Your knowledge base grows naturally as you handle guest conversations.

Articles created through auto-learning default to Public visibility. If the AI captures something that should stay internal, update the visibility before approving.

Property Name Accuracy

When the AI creates knowledge base entries or searches for your listings, it now sees both your internal listing names and the guest-facing public names you've set. This means the AI won't accidentally show guests your internal property codes — it knows to use "Sunset Beach Condo" instead of "PROP_001" when responding to inquiries.

Group-Level Knowledge

If you manage multiple units in the same building, create a listing group and attach articles to the group. Every unit shares the same articles — no need to duplicate "Where is the gym?" across 15 listings.

Unit-specific articles (door codes, floor numbers) stay on individual listings. The AI merges both levels when responding.

Visibility works the same way for group-level articles. A Team article attached to a group is visible to your team across all units in that group, but will never be shared with a guest at any of those units.

Semantic Search

The knowledge base uses semantic search, not keyword matching. A guest asking "Can I bring my dog?" matches an article titled "Pet Policy." Guests can phrase questions however they want.

Guest-facing search only matches Public articles. Your Team and AI-Only articles are excluded from guest searches entirely, regardless of how closely they match the guest's question.

Tips

• Add your top 10 most-asked questions first
• Include check-in instructions, parking, WiFi, appliance guides, and house rules
• Update articles when details change
• Review auto-learning suggestions weekly — and check the visibility before approving each one
• Set clear public names for your listings so the AI uses guest-friendly language
• Label articles carefully — an article set to Team or AI-Only will never reach a guest, even if it contains information a guest genuinely needs. If guests aren't getting answers, check that the relevant article is set to Public
• Keep internal procedures (service provider access, cleaning notes, staff instructions) as Team articles — they're safe in your knowledge base and the AI will never share them with guests
• For photo training, use direct image URLs when possible — some listing sites block automated downloads
• If photo uploads consistently fail, try downloading photos locally first, then uploading from your device
• Airbnb photo URLs now work reliably — paste them directly into the photo upload field
• Use the search function in the property picker to quickly find specific listings in large portfolios
• Select entire groups when creating articles that apply to multiple similar properties

Common Questions

A guest asked the AI something and it said it didn't know — but I have an article covering that topic. What happened?

The most likely cause is that the article is set to Team or AI-Only visibility. Guest-facing AI only searches Public articles. Open the article in Settings > AI > Knowledge Base, check the Visibility field, and change it to Public if the information is appropriate for guests.

Can guests ever see my Team or AI-Only articles?

No. Articles marked Team or AI-Only are filtered out before any response reaches a guest — this applies to voice calls, text conversations, and the guest demo experience. There is no way for a guest to access them, even by asking a very specific question.

I have internal notes I want the AI to use when reasoning, but I don't want those notes read to guests. Which visibility should I use?

Use AI-Only. The AI can draw on AI-Only articles as background context, but it will never quote or read them aloud to a guest. Use Team for notes intended for your staff to read in the management portal, and Public for anything the AI should be able to share directly with guests.