How does the Knowledge Base work, and what should I add to it?
The Knowledge Base is like the AI's brain. It stores the knowledge Besty has about your properties, so it can answer guest questions accurately without you having to step in.
Auto host notes — training the AI from the inbox
Whenever your team manually answers a guest question with new or corrected information, Besty watches the outgoing message and automatically identifies whether it's worth adding to the Knowledge Base.
Here's how it works:
A guest asks a question the AI wasn't fully confident about — for example, "How many cars can park out front?"
The AI generates a draft with its best guess, but flags it as uncertain.
You correct the draft with accurate information and send it to the guest.
Besty reads the outgoing message and flags it as a candidate for the Knowledge Base.
A notification appears in the conversation: you have something to add to your knowledge base.
Click to review the suggested entry, then click Save. The AI processes it and locks it in — the same question will be answered correctly from that point on.
If you can't catch these in real time, go to the Teach tab in the inbox. It stores all pending suggestions. The goal is to keep the pending count at zero. If daily isn't feasible, aim for every other day or end of the week — the more consistently you review it, the smarter Besty gets.
What "Besty knows" for a listing
On a listing, the "What Besty knows" view shows the AI's brain for that listing. It pulls in data from your PMS as well as past Besty conversations with guests. You can see the source of each piece of information — either Besty's knowledge base or your PMS (Streamline, Track, Hostaway, etc.) — along with what the information is and when it was added.
Adding to the Knowledge Base manually
"Add to Knowledge Base" is where you manually add information to the AI's brain — things like listing-specific details, seasonal policies, nearby attractions or events, and anything else a guest might ask about.
Follow these rules when adding knowledge:
Do NOT include anything that's already in your PMS, such as the listing description or automated messages. Besty has already scanned those.
ONLY include general information that applies to all guests at that listing.
Do NOT include anything that only applies to one specific situation. For example, if you add a note that a guest's credit card was declined, Besty will assume every guest's card is declined — no matter how you preface the note.