Each AI Agent in Bookboost has its own knowledge section. For everything about your property, the agent answers from the items inside its own section.

This article covers the Knowledge tab itself: how to fill it, keep it organised, and apply your changes.

Nothing you do here reaches a guest until you activate it. Changes are held as drafts, and the header shows Active with draft updates while there are unapplied changes. Click Activate when you are ready. That means you can import, edit and delete freely, and check the result in the Preview panel first.

Open the AI Agent and click the Knowledge tab. You see every item configured for this agent, in one list. Above it sits a small toolbar:

On a new agent, importing is almost always faster than typing. Click Import and choose a source:

Every import ends at a Review extracted knowledge step listing what was found, with everything ticked. Untick anything you do not want, then click Add to knowledge. Nothing is added until you do.

Read what comes back before you accept it. Extracted content is generated from your source, not copied from it, so check it against the rules in Writing effective knowledge entries. If the address cannot be reached the dialog says so and keeps the URL, so you can correct it and try again.

For the full flow, what each source collects and what to check before accepting it, see Importing knowledge into your AI Agent.

See Writing effective knowledge entries for how to phrase an item well, and What to cover in your AI Agent's knowledge for the topics a hotel agent usually needs.

The delete control is hidden until you look for it. Hover over the item you want to remove and a bin icon appears at its top right.

The confirmation calls the item a prompt. It means the same knowledge item the rest of this screen calls an item.

The confirmation has a Don't show again checkbox. Tick it and the confirmation stops appearing, so any later click on a bin icon removes that item straight away with nothing in between. It is worth ticking when you are deliberately clearing out a long list, and worth leaving alone the rest of the time.

Like the other changes in this tab, a deletion is a draft change until you click Activate.

Tag items while you are creating them. Tagging a hundred imported items afterwards is a job nobody does; tagging each one as it arrives costs seconds.

Click + Tags on an item to open the tag picker. Bookboost suggests five tags — Room & Facility, Reservation, Check-in, Payment and Availability — and you can type your own. Once items are tagged, the filter icon in the toolbar lets you pull up one topic at a time, and an Untagged option shows you everything nobody has classified yet.

Tags are purely organisational: they help you find things, and have no effect on which knowledge the agent uses when it answers a guest. See Organising knowledge with tags.

Open the Preview panel from the icon at the right of the toolbar and send the agent the question a guest would ask. The panel uses your draft changes, so you are testing exactly what you are about to publish.

If the agent does not answer from the item you just wrote, the wording is usually the thing to change. See Testing Your AI Agent with the Preview Panel.

When you are satisfied, click Activate and confirm. The updated knowledge applies to the live AI Agent from that point.

Keep your knowledge 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.

If your AI Agent regularly escalates questions about your property that it should be able to answer, the fix is to add the missing item to its knowledge section. Filter by the relevant tag first to check whether something on that topic already exists and is simply worded badly. See Limitations and support for the diagnostic process.

Reservation questions are different. If the AI Agent will not answer a guest's questions about their own booking, no knowledge item will fix it. Check the channel (Expedia, web messenger, and social channels cannot verify a guest), whether the Verified tag is showing on the thread, and whether the seven-day verification has expired. See Answering reservation questions: how guest verification works.

Each agent keeps its own knowledge. There is no live sync between agents, so if your check-in policy changes, update it in every agent that needs to know.

What has changed is the effort. You no longer have to retype a shared policy into each agent — use Import and choose Existing bot to copy it across. The copy is a snapshot taken at that moment: later edits in the original do not propagate to the copy.

If you find yourself maintaining the same item across several agents, it is worth asking whether the split still earns its keep. See Running multiple AI Agents for different scenarios.

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.