An AI Agent only knows what you put in it, so the useful question when you are setting one up is not how to add knowledge but what to add.
This article is the checklist. Work through it when you build an agent, and again after an import — an import tells you what it found, but not what it missed.
The topics to cover
Operating information
Check-in and check-out times
Breakfast hours and location
Restaurant and bar opening times
Spa and pool hours
Reception hours
Location and contact
Property address
Nearest public transport stops
Distance to airport and main attractions
Contact phone numbers
Policies
Cancellation policy
Pet policy
Smoking policy
Children policy
Group booking minimum
Amenities
Wi-Fi network name (the password is best handled separately, ideally via a personalised channel)
Parking availability and cost
Gym and pool access
Accessibility features
Services
Laundry and dry cleaning
Luggage storage
Concierge services
Room service hours
A starter set for a check-in AI Agent
If you are setting up a WhatsApp check-in AI Agent, the minimum useful knowledge set is:
Check-in time
Early check-in policy
Late check-in (after reception closes)
Address and arrival directions
Parking on arrival
Luggage storage if arriving early
Contact number for arrival issues
Add more once the AI Agent is live and you see what guests are actually asking.
A starter set for a reservations enquiries AI Agent
For an agent handling pre-booking and post-booking questions:
Room types and bed configurations
Cancellation policy (by booking channel if it varies)
Modification policy
Group booking process
Payment and deposit policy
Invoice generation
Check-in and check-out times
Keep these as policies, not specifics. Write the cancellation policy, not any particular booking's cancellation status — the AI Agent reads that from the live reservation on a verified channel. Do not add booking references, arrival dates, totals, or guest names as knowledge items.
Checking an import against this list
Importing from your website or a document is the fastest way to fill an agent, but it collects what your source happens to publish. Hotels routinely publish check-in times and say nothing about luggage storage, late arrival, or accessibility — exactly the questions guests message about.
After an import, read this checklist against what the agent now has, and write the missing items by hand. Tagging the items as they arrive, then filtering by tag, makes the comparison much quicker. See Importing knowledge into your AI Agent.
Keeping it up to date
Assign one person to own the knowledge base. When something changes — a restaurant opens later in winter, or parking prices go up — they update the item. Stale knowledge is the most common cause of customer complaints about AI Agent answers.
Tags help here too: tag the items that change seasonally, and you can pull up the whole set in one filter when the season turns.
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.