Best Practices

Tips for building an effective Knowledge Base that powers great AI responses.

Content Quality

Be Specific

❌ "Breakfast is in the morning" ✅ "Breakfast is served 7:00-10:00 AM on weekdays, 7:30-11:00 AM on weekends"

Include Prices

Guests often ask about costs. Include:

• Room rates

• Add-on services

• Restaurant prices

• Parking fees

Use Clear Language

Write as if explaining to a guest:

• Avoid internal jargon

• Use simple terms

• Be direct

Stay Current

Outdated information leads to bad responses:

• Review quarterly

• Update seasonal content

• Remove expired offers

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What to Include

Essential Content

Category	Examples
Hours	Reception, breakfast, spa, gym, restaurant
Policies	Check-in/out, cancellation, pets, smoking
Amenities	What's included, what costs extra
Location	Directions, parking, public transport
Contact	Phone, email, address

Helpful Additions

Category	Examples
Local tips	Restaurants, attractions, transportation
Room details	Types, views, bed configurations
FAQ answers	Common questions you receive
Seasonal info	Events, holiday hours, special offers

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Organization Tips

One Topic Per Entry

Instead of one massive document, create focused entries:

• One entry for breakfast

• One entry for parking

• One entry for spa

This helps Opally find relevant information faster.

Use Natural Phrasing

Include how guests actually ask questions:

• "What time is checkout?" → Include "checkout time is 11:00 AM"

• "Do you have parking?" → Include "Yes, we have parking for €15/day"

Include Variations

Guests ask the same thing different ways:

• "WiFi" / "Wi-Fi" / "internet"

• "Parking" / "car park" / "garage"

• "Spa" / "wellness" / "massage"

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Using Knowledge Gaps

The Gaps tab shows questions Opally couldn't answer well:

1. Check regularly (weekly recommended)

2. Identify common themes

3. Add missing information

4. Watch response quality improve

This is the fastest way to improve your Knowledge Base.

Gap Notifications

Get notified when new knowledge gaps are detected:

1. Go to Knowledge > Knowledge Gaps tab

2. Click Configure

3. Enter your email address

4. Choose notification frequency:

   • Instant – Receive an email immediately when a gap is detected

   • Weekly digest – Get a summary every Monday at 9:00 AM

   • Disabled – No email notifications

5. Click Save

Gap notifications help you stay on top of missing information without constantly checking the dashboard.

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Common Mistakes

Too Vague

❌ "We have nice rooms" ✅ "We offer 45 rooms in 3 categories: Standard (25m²), Superior (32m²), and Suite (48m²)"

Contradicting Information

If you have old and new entries with different info, Opally may give inconsistent answers. Delete outdated entries.

Internal Notes

Don't include:

• Staff instructions

• Internal policies

• Pricing strategies

• Competitor information

Over-Promising

Don't add information about services you don't reliably offer.

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Maintenance Schedule

Weekly

• Check Knowledge Gaps

• Add frequently asked questions

Monthly

• Review and update seasonal content

• Check for outdated information

• Review AI response quality

Quarterly

• Full Knowledge Base review

• Update pricing and rates

• Refresh local recommendations

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Measuring Success

Track these metrics:

• Draft acceptance rate – Higher = better knowledge coverage

• Knowledge gaps volume – Lower = better coverage

• Guest satisfaction – Are responses accurate?

Good Knowledge Base = Good AI Responses