Knowledge is where you configure everything your assistant knows and how it behaves: its personality, how it quotes, your property's information, and the extra details. It's organized into four tabs, each with its own progress bar, plus three aids that are always present:
- Test chat on the right: you test the assistant live while you configure — without leaving the screen.
- AI search ("Search with AI…"): you type what you're looking for or what you want to add and it takes you to the exact field. It also opens with the shortcut Ctrl+K / ⌘K.
- "Reviewed" checkboxes: marking a field as reviewed validates it (and protects it from accidental edits), and adds to the Total Setup Progress.
In this article
- Assistant Setup
- Price and Availability
- Property Information / Hotel Directory
- Each hotel's profile
- Extra Information
- AI search, in detail
Assistant Setup
Define the assistant's personality (not the hotel's data):
| Section | What you configure |
|---|---|
| Assistant identity | Its name (e.g. "Ana"), whether it introduces itself as a virtual assistant or a human agent, and the name of your establishment or chain. |
| Hotel information | Your value proposition and your website. |
| Communication guidelines | The tone and style of the responses (comes with preloaded guidelines you can adjust). |
| Situations where it must stop | The cases where the assistant stops and hands off to your team ("I must stop when…"), with optional prior steps. |
Price and Availability
Define how the assistant quotes:
- Booking process — the booking mode: Engine link + chat (recommended), Engine link only, Chat only, or WeSpeak Payments (payment link). Plus your quoting guidelines and what data it asks for to book.
- How the quote is shown — how many options it offers, in what order, the level of detail, the price format, the included services (e.g. "buffet breakfast, WiFi"), the price context (e.g. "price per night, taxes included"), and whether it sends photos when quoting.
- Mandatory message after quoting — a text that is always added at the end of every quote.
- Advanced settings — offer the next available date, adjust final rates (%), pause the assistant automatically (no availability, large groups, long stays), and quotes in another currency.
- Taxes — whether your prices include them and whether the assistant should clarify it.
- Payments settings — your payment methods and the checkout preview (if you have WeSpeak Payments).
💡 In chains, this tab carries the "Common to all" mark: it applies to all your properties.
Property Information / Hotel Directory
- If you have one property: you go straight to your hotel's profile to fill in.
- If you have a chain: you see the Hotel Directory — one card per property with its city, its payment methods, its services, and an Active/Inactive switch. With Add Hotel you add properties, and with the search you find them quickly.
Each hotel's profile
When you open a hotel, you choose between two modes:
Simple Mode — the essentials in five blocks:
- Basic information (description, address, website, map).
- Key hours (check-in/check-out).
- Services — a selector with the catalog (pool, spa, Wi-Fi, parking, pet friendly, breakfast…).
- Context for each service — for every activated service, a field to detail it. ⚠️ If you don't add detail, the assistant doesn't take that service into account; and anything you don't mention under "Extra Services" it considers not available.
- Policies of the hotel.
Advanced Mode — all the questions organized by category (general information, hours, policies, amenities, rooms, payments…), each with its Reviewed checkbox. This is also where the Hotel-specific information lives: data that applies only to that property (or the ones you choose), and that the assistant prioritizes when asked about that hotel.
ℹ️ In chains: you can delete a hotel (with confirmation), but the chain must keep at least 2; and each new hotel is created as "New Hotel" — rename it so you can save it.
Extra Information
Loose data that the assistant uses in any inquiry and that doesn't fit in the other sections: each instruction is a card with title + detail, its Reviewed checkbox, and the Add instruction button. In chains, this information is common to all properties — anything specific to one hotel goes in its profile.
AI search, in detail
If you don't know which tab a piece of data lives in, don't hunt for it by hand: the search understands two intentions:
- "Where is my information?" — find where you loaded something (e.g. "pet policy").
- "Where do I add something new?" — discover the best field for data that doesn't exist yet.
How to use it:
- Click "Search with AI…" (at the top of Knowledge) or press Ctrl+K / ⌘K.
- Type your query in natural language, or tap a quick suggestion: Check-in / Check-out, Payment methods, Taxes, Pets, Parking, Pool, Breakfast, Cancellation, or Rooms.
- Each result shows the field title, its section, an excerpt with the match highlighted, and a confidence indicator (green = very likely match).
- When you select it, the search navigates to the right page, opens the section, and scrolls to the exact field.
ℹ️ The search also finds the Advanced settings of Price and Availability (final rate modifier, next available date, custom pause messages, quoting instructions, currency, and exchange rate).
Frequently asked questions
How do I test whether the assistant learned what I added?
With the test chat on the right, live, without leaving the screen.
I added a service but the assistant says it's not available.
Activate the service and add context to it: without detail, the assistant doesn't take it into account.
I have a chain — where do I add something for just one hotel?
In that hotel's profile (Hotel Directory), not in Extra Information — that one is common to all.
I want the assistant to stop in certain cases (e.g. when they say "I'm from an agency").
That's exactly the "Situations where it must stop" section: describe the case ("I must stop when the contact says they're an agency") and the assistant will stop and hand off to your team, with optional prior steps (like asking for a detail first).
What message does it send when it stops and hands off to an agent? Can I change it?
Yes — in Settings → Pause messages. The default text is: "During the course of the day, one of our agents will get in touch with you to help with your inquiry. Thank you for your patience." You can replace it, and also enable a second pause message with schedules: ideal for responding differently after hours or in the low season (for example, noting a delay and leaving an alternative email).
I want shorter answers (e.g. 60 words max) or a different tone.
It's adjusted in Communication guidelines: add the rule ("answers of no more than 60 words, no long lists") and the assistant adopts it in all its responses.
How do I load a table of discounts or promotions by month?
In Extra Information, as an instruction with its title and detail (e.g. "2026 discounts: January 0%, February 25%…"). For promotions with real price rules (dates, minimum nights), it's better to set them up as a rate in Rates.
Does the assistant understand promo codes?
Yes. If you have rates associated with a promo code, when the guest mentions the code the assistant quotes with that special rate instead of the standard one.
I added information and the assistant doesn't use it.
Three quick checks: that it's in the right section (use AI search to locate it), that the service has context (without detail it isn't taken into account), and test it in the test chat by citing the topic. If it still doesn't use it, report it with the thumbs-down from a real conversation.
Are the test chat conversations saved?
No — the test chat is for validating live; it doesn't keep a permanent history and doesn't count as a real conversation.
Can I ask it to collect data at the start (name, city)?
Yes, as a guideline: "before quoting, ask for name and city of origin". Use it sparingly — every extra question adds friction to the sale.
The assistant repeats information or sends the same photos again.
This usually happens when the guest sends several messages in a row (the assistant replies to each one) or if there's a duplicate photo instruction in the knowledge. Check "sends photos when quoting" and the photo instructions in Extra Information; if it persists, report it with the thumbs-down.