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How to fill the Answer Library

To ensure that guests receive the most accurate and helpful responses, it is essential to maintain high-quality input within the Answer Library. This guide outlines how to structure your answers effectively and provides recommendations for managing topics, questions, and additional information.

Structure of the Answer Library

Each topic in the Answer Library is divided into three main sections:
- Questions: Typically yes/no inquiries that trigger predefined answers.
- Button Responses: Specific messages and images shown to guests when they tap a related button during a conversation.
- Additional Information: A flexible section for any content that doesn't fit in the questions or button responses. You can add multiple entries here, and strong input directly leads to higher quality answers.

Guidelines for Adding and Managing Content

  1. Ensure Information is Factual and Objective
    1. Phrase content objectively and avoid personal pronouns. For example, use “guest” instead of “you,” and “the hotel” or “the property” instead of “us.”
    2. Limit content to verifiable facts relevant to the guest’s experience.
  2. Maintain Consistency and Avoid Conflicting Information
    1. Double-check that the information added to additional answers does not contradict any existing questions or button responses.
    2. If a question cannot be answered with a clear yes or no, leave it blank and utilize the Additional Information section for clarification.
  3. Optimize Additional Information
    1. Provide extra details, policies, or guidance that enhance the guest’s understanding but don’t fit within the binary yes/no questions or button responses.
    2. Add as many informative entries as needed. The more comprehensive and precise your input, the more consistent and accurate the output.
  4. No need for style instructions
    1. You can focus fully on providing accurate, high-quality information—language and tone will be handled seamlessly by the system, so there’s no need to add any style directions.

Example: Objective Language

- Preferred: “The guest can request late check-out at the front desk. The property charges a fee for this service, subject to availability.”
- Avoid: “You can request late check-out with us. We might charge you.”

Summary

By following these guidelines, you can help ensure the Answer Library delivers clear, consistent, and helpful responses to every guest inquiry. Always prioritize factual accuracy and objective language, and regularly review entries to maintain alignment across all sections.