Maintaining Your Chatbot's Knowledge Base

Great content leads to a better chatbot. The TOMIS team has built the foundation of your chatbot using your website content and any branding materials your team provided during configuration. From here, the bot is yours to grow.

Your bot's content needs aren't static. As your business evolves — new trips, updated policies, seasonal offerings — your knowledge base should evolve with it. This guide walks you through the best practices we use internally so you can confidently expand your FAQs and keep your chatbot performing at its best.

Best Practice Guidelines

1. Use specific names in FAQ titles and answers

When you write an FAQ, include the actual product, tour, or category name in both the title and the response. This is the single biggest thing you can do to improve answer accuracy.

Why it matters: Including the product name in both fields helps the chatbot match user questions to the right answer. It also makes sure your customers immediately understand which trip or service the answer applies to — so they don't have to ask a follow-up to confirm.

2. Tag every FAQ with the right category

Choose or create a tag for the category your FAQ belongs in. Common examples include:

• Location
• Reservations & Policies
• What to Bring / Wear
• Food & Beverage
• Activity-specific tags (Rafting, Ziplining, Watersports, etc.)

Why it matters: Tags help the AI narrow down which FAQs to pull from when answering a question. They also make it much easier for you to audit your content — when you want to review every Reservations and Polices FAQ, you can filter by one tag instead of scrolling.

3. Write clearly, concisely, and in your guests' words

Use the phrasing and vocabulary you actually hear from your customers. Don't worry about polished, marketing-perfect copy — the bot will paraphrase based on the user's question. Bullet points are your friend for clarity.

4. Break large topics into smaller FAQs

Err on the side of caution with long, sprawling FAQs. If an answer is trying to cover too many things at once, split it up.

Example: Instead of one FAQ called "Group Offerings" that covers everything, create separate FAQs for:

• Field Trips
• Corporate Groups
• Weddings
• Birthday Parties
• Bachelor / Bachelorette Parties

Why it matters: Smaller, focused FAQs give the AI a higher confidence score when matching a user's question. The more targeted each FAQ is, the more accurate the response.

5. Use Rich Text formatting to add helpful links

When a question naturally points to a page on your website (a booking page, a pricing chart, a directions page, a packing list), add the link directly in the FAQ response using the Rich Text editor. The bot will surface those links to your customers, giving them a clear next step.

6. Use the Important/Priority Star for Critical FAQs

There is no limit to how many Priority FAQs you can have. Use the star for any topic where being precise protects your business or the guest experience. Common examples:

• Cancellation and refund policies
• Waiver and liability language
• Age, weight, and physical eligibility requirements
• Trip protection or travel insurance details
• Pricing structure or non-negotiable terms

7. Test your changes before calling it done

After you add or edit an FAQ, run a few test questions in the Test Chatbot tab to confirm the bot is pulling the right answer. If something seems off — wrong FAQ surfacing, strange phrasing, made-up details — let the TOMIS Chatbot team know so we can take a look.

Where to Focus First

If you only have time to audit and improve a handful of FAQs, start with these. They consistently have the biggest impact on customer trust and bookings:

Quick Checklist

Run through this list to review your new or edited FAQs:

• Title includes the specific product or category name
• Response repeats the product or category name
• FAQ is tagged with the right category
• Answer is concise and uses your guests' language
• Relevant links are added using Rich Text formatting
• Topic is focused — split into multiple FAQs if it's covering too much
• Priority Star is activated if desired
• Tested in the Test Chatbot tab to confirm the right FAQ surfaces

Need a Hand?

Your chatbot should feel like a teammate, not a chore. If you spot strange responses, hallucinations, or anything that doesn't match your brand voice, the TOMIS Chatbot team is here to help at chatbotsupport@tomis.tech