The quality of your knowledge items is the single biggest lever on AI Agent performance. A well-written item gets matched correctly and answers the guest in their own language. A poorly written one either fails to match or gives a vague answer.
The six rules
1. One topic per entry. Do not combine 'check-in time and parking' into one item. Keep them separate.
2. Phrase it the way a guest would ask it. 'What time is check-in?' lands better than 'Check-in policy.' If guests ask it three different ways, create three entries — and give all three the same tag, so they stay together when you come back to them.
3. Answer in plain language. No jargon, no internal codes. Use 'Late check-out', not 'LCO'. Use 'Room cleaning', not 'turndown service', unless guests use that term.
4. Give the answer the guest actually wants. A guest asking 'is there parking?' usually wants to know whether they can park, where, how much, and whether they need to book. Give all four. Do not just say 'Yes.'
5. Keep it current. The AI Agent will confidently quote what you wrote. If breakfast hours change, the item needs to change too. Stale knowledge is worse than no knowledge.
6. Read what you import. Importing from a website or a document is the fast way to fill an agent, but what comes back is generated from your source, not copied from it. Check every item against the five rules above before you accept it at the review step. Website copy in particular is written to sell rooms, not to answer questions, and it tends to arrive vaguer and more promotional than an item should be. See Importing knowledge into your AI Agent.
What to avoid
Long preambles. Get to the answer.
Conditional spaghetti. A string of stacked conditions ('if you arrive before 15:00 unless you are a member, unless we have a room ready, unless we are at full occupancy') breaks the AI Agent's ability to match. Pick the most common case for one item, and create a second item for the exception.
Implicit knowledge. 'Our breakfast room has a great view' is not an answer to a question. It is content for a brochure.
Booking specifics. Dates, totals, booking references and guest names do not belong in a knowledge item. The agent reads those from the live reservation on a verified channel. See Answering reservation questions: how guest verification works.
What good looks like
Can I check in early? Yes, if a room is ready. We start check-in at 15:00, and we are usually able to offer earlier rooms by 13:00. Message us on arrival and we will check. If nothing is ready, we will hold your luggage at reception until your room is ready.
This is clear, complete, and gives the guest the action they need to take.
Testing what you have written
Knowledge changes are held as drafts until you click Activate, so you can check an item before any guest sees it. Open the Preview panel from the icon at the right of the tab strip, ask the question the way a guest would, and read the reply.
If the agent does not use the item you just wrote, the wording is the thing to change — usually the topic, phrased closer to how the guest asked. See Testing your AI Agent with the Preview panel.
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.