Knowledge & Policies

Resources / Knowledge · 6:43 · English

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Video recap

Organize information so the agent can find the facts it needs and apply the right instructions to a conversation.

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Separate identity, rules and facts

The video distinguishes the agent’s identity instructions, policies, reservation and property context, and knowledge documents. Put operating rules in policies and keep reference information in the appropriate property fields or documents.

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Choose when a policy applies

Always-read policies apply within their configured scope. Conditional policies are retrieved for relevant requests, such as a cancellation question. Agent, property and conversation filters further define where a policy applies.

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Understand escalations and urgent tags

When a request cannot be handled with the available information, the agent can escalate it. The walkthrough also shows how urgent conversation tags can stop automatic handling and bring the team into the conversation.

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Use skills for procedures

Skills describe how to carry out work, such as property onboarding or maintenance triage. Policies describe the rules and handling requirements that should guide that work.