Knowledge Base

What Is the Knowledge Base?

The Knowledge Base teaches Una about your business: property details, policies, amenities, services, location, contact information, and other operational facts. This content is one of the main sources Una uses when answering guest questions, so the quality of your Knowledge Base has a direct impact on response quality.

Before You Start

Before filling in the Knowledge Base, gather the information your team already gives to guests most often:

• check-in and check-out rules

• cancellation and payment policies

• parking, breakfast, pets, children, and extra bed policies

• amenities and room highlights

• directions, transport, and nearby points of interest

• contact details and escalation instructions

If your business operates multiple properties, make sure you are editing the correct agent before you begin.

Accessing the Knowledge Base

1. Select your agent in the sidebar

2. Click Settings > Knowledge base

How the Knowledge Base Is Organized

The Knowledge Base is grouped into sections. Each section contains fields that represent specific facts Una can use in conversations.

Typical sections may include:

• Property information

• Contact details

• Policies

• Amenities and services

• Transportation and location

• Booking or stay instructions

Structure

• Sections group related information together

• Fields store the actual values Una can use in replies

• Required fields are marked with an asterisk and should be completed first

• Descriptions or hints may appear next to fields to explain what kind of answer is expected

How Una Uses the Knowledge Base

1. You enter information in the knowledge base fields

2. Una uses this information to answer guest questions accurately

3. The more precise and complete your knowledge base is, the more reliable the responses become

Example

If you configure check-in time as "2:00 PM", add your early check-in policy, and list amenities such as "WiFi, pool, and beach access", Una can answer questions like:

• "What time can I arrive?"

• "Do you have a pool?"

• "Can I check in early?"

The clearer your policy text is, the more confidently Una can answer.

Finding the Right Field Faster

Large knowledge bases can contain many sections and fields. To work faster:

1. Use the Search function to find matching field names or content

2. Jump directly to the relevant section instead of scrolling through the full form

3. Complete all required fields first, then return to optional enhancements

Search is especially useful when you need to update one policy quickly, such as parking, pets, or breakfast times.

Editing Fields

1. Navigate to the section containing the field

2. Enter the information requested in that section

3. Keep answers factual, specific, and written in guest-friendly language

4. Avoid internal jargon, abbreviations, and notes that only your team would understand

5. Use the Search function to jump to a field if needed

Autofill Feature

If available for your agent, the autofill tool can help you populate common fields more quickly.

1. Click the Wand icon

2. Enter your business or property name

3. Review the suggested information

4. Apply the suggested values

Autofill is a starting point, not a final review. Always check generated values before saving, especially for policies, phone numbers, and location-specific details.

How to Write Better Answers for Una

• Prefer specific facts over generic marketing text

• Write the exact rule, not a vague summary

• Include limits, exceptions, and conditions when they matter

• Keep one field focused on one topic

• Update seasonal or temporary information promptly

Good example:

Check-in starts at 2:00 PM. Early check-in is possible only on request and depends on availability on the day of arrival.

Weak example:

Early check-in may be possible.

The first version gives Una a rule it can actually use.

Review and Test After Updating

After a meaningful update:

1. Save your changes

2. Open the chat widget or Conversations section

3. Ask Una a few realistic guest questions

4. Check whether the answers reflect the updated policies and details

This is the fastest way to catch missing information before guests see it.

Best Practices

• Keep information accurate and up-to-date

• Fill required fields first

• Add detail where guests actually need it: policies, logistics, amenities, and booking rules

• Use complete sentences for policies and instructions

• Re-check the Knowledge Base after operational changes, new services, or seasonal updates