Knowledge

Knowledge is the source of every answer Phil gives about your hotel. Entries marked Always used are part of every reply: hours, policies, amenities, directions, dining and emergency contacts. The others are questions with the exact answer you want, used when a guest asks something close.

Who can use it#

• Managers and admins with the Knowledge page.
• Wi-Fi details: managers and admins who also have the Hotel page.
• Restoring deleted answers: admins.

What the page shows#

• Categories on the left, with All entries and each category's count.
• Each entry with its category and whether it is Always used. Press it to edit.
• Address, times and phone numbers come from the Hotel page and are changed there.
• Add info adds an entry: tick Always used in replies for a fact, or write the ways guests ask it and the answer.
• Bulk import takes a CSV or JSON file. CSV columns: category, the questions separated by |, and the answer. Imported entries are used when asked.

• Edits apply on Phil's next message. There is no publish step.
• If something is not in Knowledge, Phil says it does not know and offers the front desk. It does not guess.
• Deleting an answer can be undone for 10 seconds, and an admin can restore it later from Deleted. A deleted Always used fact cannot be restored.

Common tasks#

Add an answer

1. Press Add info.
2. Pick a category, write the ways guests ask it, separated by commas, and the answer.
3. Press Save changes.

Add a fact Phil always uses

1. Press Add info and tick Always used in replies.
2. Pick the category and write the information.
3. Press Save changes.

Correct an outdated answer

1. Find the entry and press it.
2. Change the answer and save. The next message uses it.