How to Set Up the AI Concierge and Build Your Knowledge Base

The GuestsBoard AI Concierge is a chatbot built into the kiosk TV that answers guest questions 24/7 using everything you've told it about your property. Out of the box, it already knows your house rules, amenity guides, local recommendations, and check-in/check-out details. But the more you put into the knowledge base, the better it gets. Here's how to set it up properly.

Enable the AI Concierge

1. Open your property in the GuestsBoard dashboard at app.guestsboard.com.
2. Click the AI Chatbot tab in the left sidebar.
3. Toggle Enable AI Concierge to on. The kiosk checks for updates every 60 seconds — the chat bubble icon will appear on the TV screen within the next refresh cycle.

That's it for the basic enable. Guests can now tap the chat bubble on the TV and ask questions. The AI already has context about your property from the content you've added in other tabs. But to make it truly sharp, you'll want to build out the knowledge base.

How the Knowledge Base Works

The knowledge base is a set of custom Q&A pairs you write. When a guest asks a question, the AI searches these pairs along with your property's other content (house rules, amenity guides, local recs) and constructs an accurate answer.

Think of Q&A pairs as the answers to the questions you personally get texted most often. You're essentially writing the answers once, then letting the AI deliver them at 2am when you're asleep.

The Q&A pairs have priority — if a guest asks something that closely matches a question you've written, the AI uses your answer as its primary source. This gives you precise control over specific topics while the AI handles general questions on its own.

Adding Q&A Pairs

1. In the AI Chatbot tab, scroll to the Knowledge Base section.
2. Click Add Q&A.
3. In the Question field, write the question as a guest would actually ask it — not a keyword, a real question. For example: "How do I connect to the WiFi?" rather than just "WiFi."
4. In the Answer field, write a complete, helpful answer. Include specifics: network name, password, any quirks.
5. Click Save. The AI picks up the new pair immediately — no reboot needed.

Example Q&A Pairs to Add

Here are real Q&A pairs that hosts commonly add, with example answers that show the level of detail that works well:

What the AI Already Knows Without Q&A Pairs

You don't need to add Q&A pairs for everything — the AI already has access to all of this from your property profile:

• Your full house rules list
• WiFi name and password
• Check-in and check-out times
• All amenity guides you've written
• All local recommendations (restaurants, coffee, activities)
• Emergency contacts
• Guest name and booking dates (if OwnerRez is connected)

Q&A pairs are for things that are specific, situational, or need a more detailed answer than what's in your property profile — like WiFi troubleshooting steps, parking nuances, or appliance-specific instructions.

Customizing the AI's Tone and Persona

Under the System Prompt section in the AI Chatbot tab, you can write a custom instruction that shapes how the AI communicates. This is where you give it a voice that matches your property's character.

For example, a mountain cabin might use: "You are a warm, knowledgeable local guide helping guests enjoy their stay at Pine Ridge Cabin. Speak in a friendly, relaxed tone. When guests ask about outdoor activities, be enthusiastic."

A modern city apartment might use: "You are a helpful concierge for The Loft, a design-forward apartment in downtown Austin. Be brief and direct. If guests ask for restaurant recommendations, lean toward local spots over chains."

Keep your system prompt under 200 words. The AI works well with concise instructions — you're setting tone and personality, not writing a manual.

Tips for Better Knowledge Base Quality

• Write questions as guests actually phrase them — "Is there somewhere to do laundry?" works better than "Laundry."
• Be specific in answers — include exact codes, locations, steps. Vague answers produce vague AI responses.
• Update seasonally — swap local recommendations for what's actually open, update pool hours for winter, change ski rental info for summer.
• Review the Recent Questions panel — the dashboard shows what guests have actually asked. Use this to find gaps in your knowledge base.
• Add at least one negative answer — for anything guests definitely can't do (pets, smoking, noise after 10pm), add it as a Q&A. The AI handles it more precisely with an explicit entry than relying on house rules inference alone.

Related Guides

For a deeper look at how the AI Concierge works under the hood, see What Is the GuestsBoard AI Concierge? How It Works. If you haven't set up the rest of your property yet, start with the full kiosk setup guide.

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