Your AI knowledge base is everything the AI answers from — in AI replies, web chat, and phone calls. Some of it fills in on its own from your PMS and your website, and the rest is what your team adds. This article walks through where it lives, how to fill the gaps, and how to keep it accurate.
Find it under AI agent settings → Knowledge Base.
Your PMS. With the AI on, property, room, and service details sync automatically every hour. From Mews: property details, room types, inventory, active services, check-in and check-out times, and occupancy. From Cloudbeds: property details and address, check-in and check-out times, one entry per room type with how many it sleeps, occupancy, and amenities.
Your website. Point the AI at up to 50 pages per property — web pages, or PDFs at a link. Each page is split into individual answers that quote the page. Pages are re-fetched every seven days; if a page keeps failing, you'll see a notice on your dashboard, and the last good copy stays in use meanwhile.
Your team. Add your own entries for house rules, local recommendations, and the questions your team answers over and over. A title can be up to 200 characters and the text up to 8,000.
Custom entries and website pages work without a PMS.
When sources disagree, your team wins. Your own entries come first, then your PMS, then your website — so a website saying check-in is at 4 PM is ignored when Mews says 3 PM.
The Knowledge Base tab lists everything the AI knows in three sections — PMS, Website, and Manual — with search and filters. Each section can be collapsed, and each website page is listed with the answers taken from it nested underneath.
Synced and website entries are read-only. To change one:
Override it with your own wording. You choose which topic your version files under, and the entry shows as overridden — including a note when the original has changed since. Delete the override and the original comes back.
Ignore it, so the AI doesn't use it at all.
Each PMS entry links to the property in Mews or Cloudbeds. Removing a website page needs an owner or manager.
The Content Review tab works through 39 questions guests commonly ask, in seven topics: check-in and check-out, amenities, parking and getting here, booking, policies, contact and support, and local area. A coverage bar shows how far along you are.
For each question, either answer it or mark it not applicable — which tells the AI too (for example, that there's no pool). Where your PMS or website already answers a question, Content Review shows that answer, with the option to override or ignore it.
You can add your own categories alongside the built-in topics (names up to 60 characters). Deleting a category moves its entries rather than losing them, and needs an owner or manager.
Just getting started? Scan your website with AI gives you a head start:
Give it your hotel's website.
It reads up to 20 pages and drafts answers to the Content Review questions, each quoting the page it came from.
Tick, edit, and keep the ones you want.
Kept answers become your own manual entries — nothing stays linked to the site, unlike an imported page. Questions you've already answered or marked not applicable are left alone, and rates are never drafted. Drafts wait for you for 24 hours, and you can run up to five scans an hour per organization.
When your PMS, your website, and your team's entries give materially different answers to the same question, Content Review flags a conflict. It shows each version and which one the AI is using. An owner or manager picks one or writes their own, and the conflict reopens if the losing source changes later.
Owners and managers can export the knowledge base as CSV or JSON, and import a CSV, Excel, or JSON file of up to 2,000 rows. A review screen shows what each row will do before anything changes.
A row whose title matches an existing entry updates it, unless you choose Skip.
Imported answers are matched to the Content Review questions, so they count as covered. If that matching step fails, the import waits with a Retry button.
Synced PMS entries can't be changed by import.
Once your knowledge base is filled in, ask it a few questions the way a guest would. See Testing Your AI.
The AI only answers from your sources — your PMS, your entries, and your imported pages. It doesn't answer from general web content.
Rates never go into the knowledge base. The AI quotes rates only from a live availability check, so it can't name a rate your booking engine doesn't sell. See About the AI Agent.
Anything in an entry can reach any website visitor through web chat AI mode. Keep codes meant only for registered guests — door or Wi-Fi codes — out of your entries. Custom fields are a better home for those; see Custom Fields.
PDFs need to be at a web address. There's no file upload. A scanned PDF with no text can't be read, and only the first 50 pages are read.
Delete and Remove take effect right away, with no confirmation step.
Website scans count toward your AI usage. See Understanding Your Bill.
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].
