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AI Knowledge Base

The Knowledge Base is the property-specific source library used by AI triage. Add governing documents, house rules, operational procedures, and Q&A pairs so drafts cite the rules your team actually follows.

What you'll need
  • Property Manager or Property Admin access
  • Current property documents or written policies
  • Optional: existing files already uploaded in the Documents section

Open the Knowledge Base​

From the property workspace, open Knowledge Base.

Knowledge Base sources page

The page has two tabs:

  • Sources — documents, articles, and Q&A pairs used for answers
  • Activity — AI triage outcomes for inbound email requests

Add knowledge sources​

Upload files​

  1. Click Add Knowledge Sources.
  2. Open the Upload Files tab.
  3. Drag files into the upload area or click to browse.
  4. Confirm the document type for each file.
  5. Click Upload.

Supported file types are PDF, DOCX, TXT, and XLSX, up to 20 MB each. The uploader can auto-detect common document types such as CC&Rs, bylaws, rules and regulations, and FAQs.

Add a custom article​

Use Custom Article for policies that are not already in a file:

  1. Click Add Knowledge Sources.
  2. Open Custom Article.
  3. Enter a title, category, and detailed content.
  4. Click Add to Knowledge Base.

Good article topics include pool hours, guest parking rules, after-hours maintenance procedures, move-in instructions, architectural review steps, and fee schedules.

Add a Q&A pair​

Use Q&A Pair for common resident questions:

  1. Click Add Knowledge Sources.
  2. Open Q&A Pair.
  3. Enter the resident question and approved answer.
  4. Click Add Q&A Pair.

Examples:

  • "What are the quiet hours?"
  • "How do I reserve the clubhouse?"
  • "Can I park an RV in the community?"
  • "How do I submit an architectural modification request?"

If a policy file already exists in Propty Documents:

  1. Click Link from Documents.
  2. Select the relevant document.
  3. Choose the document type.
  4. Confirm the link.

Linked documents remain in the Documents section and are also indexed for Knowledge Base answers.

Manage sources​

The Knowledge Base Contents table shows each source's name, type, indexing status, and available actions.

StatusMeaning
PendingThe source has been added but is not indexed yet.
ProcessingPropty is indexing the source.
CompletedThe source is ready for AI triage.
FailedIndexing failed; use the retry action after correcting the issue.

You can remove sources that are outdated or no longer approved. If a source fails, retry indexing after confirming the file is readable and the content is valid.

Test answers​

Open Test Chat on the Sources tab to ask sample resident questions against the current Knowledge Base. Use this before relying on new or heavily edited sources for live triage.

Writing guidance​

  • Be specific about hours, timelines, fees, limits, and escalation paths.
  • Prefer property-specific details over generic customer-service language.
  • Keep each source focused on one topic so answers can cite the right policy.
  • Update entries when rules, vendor instructions, emergency contacts, or amenity hours change.
  • Remove conflicting historical policies before adding replacements.
Strong source example

"Pool hours are 10:00 AM to 8:00 PM daily. Residents may bring up to two guests per unit, and guests must remain with the resident while using the pool area."

Troubleshooting​

The AI is not using my source​

  • Confirm the source status is Completed.
  • Ask a focused question in Test Chat to see whether the answer appears.
  • Split large or broad documents into smaller articles or Q&A pairs for common questions.

A file fails to index​

  • Confirm it is PDF, DOCX, TXT, or XLSX and under 20 MB.
  • Check that the document contains selectable text rather than scanned images.
  • Re-upload or link a cleaner copy, then retry indexing.

Answers are vague​

  • Add concrete rules, exact hours, dollar amounts, timelines, and escalation instructions.
  • Replace broad entries with specific Q&A pairs for recurring questions.
  • Remove outdated entries that conflict with current policies.