The AI Agent answers from a knowledge base you provide. The quality of that knowledge directly determines the quality of its replies.
Knowledge used to be split into two types, Facts and FAQs. That distinction is gone. There is now one kind of entry — a knowledge item — and everything you want the agent to know goes in as one.
What a knowledge item is
A knowledge item has two parts: a short topic, and the content that goes with it.
Topic | Content |
Check-in time | Check-in is from 15:00. |
Parking | There is a public car park next door, £24 per 24 hours. We cannot reserve a space. |
Breakfast | Served 07:00 to 10:30 in the ground-floor restaurant. |
Wi-Fi | Network: HotelGuest. |
The topic does not have to be a question. "Check-in time" works. So does "What time is check-in?" The agent reads both parts of the item and matches on their meaning, not on punctuation.
That said, phrasing the topic the way a guest would say it, and writing the content as the answer they actually want, tends to produce better replies:
What time is check-in? Check-in is from 15:00. If you arrive earlier, we will hold your luggage at reception.
That version answers the question and the follow-up question the guest was about to ask. See Writing effective knowledge entries for how to do this well.
Where knowledge comes from
You can build knowledge three ways, and most properties use all three:
Type it in. Add items one at a time in the Knowledge tab.
Import it. Pull content from your hotel's website, from an uploaded document, or from another AI Agent you have already built. Every import ends at a review step, so nothing is added without your say-so.
Start from a template. A starting template comes with a set of knowledge already written for a property type.
However an item arrives, it behaves the same way once it is there. See Importing knowledge into your AI Agent for the import flow.
How the AI Agent uses them
When a guest message arrives, the AI Agent looks for relevant items in its own knowledge section. If it finds a good match, it answers from that knowledge. If it cannot find a confident match, it hands off to a human.
Two other things reach the AI Agent that you do not write: a short background summary about the guest, and — on a verified WhatsApp, SMS, or email conversation — the details of that guest's own reservation. See What the AI Agent knows without you telling it below.
Keeping a large knowledge base usable
Once an agent has more than thirty or forty items, scrolling stops working as a way to find things. Add tags to items so you can filter the list by topic, and use the Untagged filter to find what nobody has classified yet.
What this means in practice
For anything about your property — policies, facilities, opening hours, prices, directions — the AI Agent will only answer what you have put in. There is no general world knowledge it can fall back on for property-specific questions. A gap in the knowledge base is a gap in the AI Agent's capability.
What the AI Agent knows without you telling it
Two inputs come from Bookboost rather than from your knowledge section. Neither is per-agent — they reach every AI Agent in your account, and there is nothing to configure.
The guest's reservation, on a verified WhatsApp, SMS, or email conversation. Dates, nights, status, party size, extras, and total come from the live booking, so you do not need to write these as knowledge items. See Answering reservation questions: how guest verification works.
A background summary of the guest, built from their master profile. This shapes tone only. It never supplies a verifiable detail and never contains the guest's personal data. See How the AI Agent recognises returning guests.
Your knowledge items carry your policies. Reservation context carries this booking's specifics. Keep the two apart: an item that hard-codes booking details will eventually contradict the live data the AI Agent reads.
Where to go next
Writing effective knowledge entries — how to phrase an item the agent can match and answer well.
What to cover in your AI Agent's knowledge — the topics a hotel agent usually needs.
Building out your AI Agent's knowledge — the Knowledge tab, step by step.
One note on naming
The platform labels these agents Bot in some screens — you will see New BB Bot, "your bot", and "test the bot" in the configuration area. It is the same thing this help centre calls the AI Agent.
Need Help?
Please contact us through the 'Talk to Us' option on the left menu in the platform, or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.