Manage your chatbot’s knowledge, fine-tune its answers, and ensure guests get the right information every time
This is the home screen where you’ll manage what your chatbot knows and says to guests. From common questions to business-critical details, this is where you build and edit your chatbot’s responses. The new system is powered by LLM (Large Language Model) technology, which means it understands natural language better and can respond more helpfully, even if a guest phrases things differently than expected.
What You See on the Knowledge Base Page
Each row represents a question-and-answer pair that the chatbot uses to respond to users. These can be anything from “Are pets allowed?” to “How do I make a reservation?”
You can edit or add new content at any time.
You can:
- Edit answers anytime by clicking EDIT
- Add new Q&As using the ADD NEW button in the top right
- Use the search bar to quickly find any content
- Preview chatbot responses using TEST CHATBOT. These conversations will be stored within the Chatlogs, but will not impact Reporting
⭐ Priority FAQs
You’ll notice a star icon next to each question. Use this to mark important or sensitive questions, such as cancellation policies, waivers, or anything with legal or financial impact.
Why this matters: Starred content is treated with extra care to help avoid any confusion or misinformation. It’s a safeguard to ensure the chatbot always gets your most critical answers right.
Tags: Organize with Purpose
Each Q&A can be labeled with a tag, such as “General,” “Rafting,” or “Walking Tours.” Tags help your chatbot group and prioritize responses behind the scenes.
Why this matters: If two questions are similar, tags help guide the chatbot to the right response, making conversations smoother for your guests.
A Few Helpful FAQ Tips
- Don't worry about covering every possible phrasing. The chatbot understands natural language and can interpret variations.
- Keep things conversational. Write your answers like you’re talking to a real guest. Include the needed information in a clear, friendly, and helpful way, and the bot will take care of the rest.
- Review regularly. For key updates (such as seasonality, new discounts, or updated policies), you can easily come back and update the answer.
You Are in Control
The Knowledge Base page gives you full control over your chatbot’s understanding of your brand and business. The TOMIS team will lay out the foundation of the bot then you have the freedom to edit, add new questions, and make changes as you see fit. Need help tagging content or deciding what should be marked Priority? We’ve got you covered! Reach out anytime.