AI Knowledge Base

The AI knowledge base is a library of property-specific information that the AI uses when responding to requests. It includes your rules, policies, procedures, FAQs, and linked documents. The better your knowledge base, the better the AI responses.

What you'll need

• A Propty account with Property Manager or Property Admin access
• Time to document your property's policies and procedures
• Optional: existing property documents to upload or link

Understanding the knowledge base

The knowledge base serves two purposes:

1. AI Context — The AI reads entries in your knowledge base when answering requests, so it can reference your specific policies and procedures
2. Resident Help — Knowledge base entries can be shared with residents through the resident portal (optional, configurable per entry)

Steps

1. Go to Request Settings

From the Requests page, click Settings in the top navigation.

2. Open the Knowledge Base tab

Click the Knowledge Base tab at the top of the settings page.

You will see a list of existing knowledge base entries (if any) and a button to create new ones.

3. Click "Add Entry"

Click the Add Entry button to create a new knowledge base entry.

A form will appear.

4. Enter the title

Type a clear, descriptive Title for the entry. This is what appears in lists and is used for searching.

Examples:

• "Move-In Checklist and Procedures"
• "Pool Rules and Hours"
• "Parking Policy and Enforcement"
• "Emergency Contact Procedures"
• "Pest Control Request Process"

5. Write the content

In the Content text field, write detailed information about the topic. Be specific and include procedures, rules, timelines, and examples.

Good example:

"Plumbing requests are prioritized as follows: emergency leaks (same-day response), drain issues (24-hour response), faucet problems (72-hour response). Residents should report the issue through the portal and a manager will contact them within 2 hours to schedule access."

Poor example:

"We fix plumbing quickly."

Writing for AI

Think about common questions or scenarios residents might ask about. The AI will use this content to draft responses, so include:

• Your procedures and timeline
• Common issues and solutions
• When to contact you vs. self-serve options
• Contact information for emergencies
• Costs or fees (if applicable)

6. Upload or link a property document (optional)

If you have existing policy documents (PDFs, Word docs, etc.), you can attach them:

• Upload a document — click Upload Document and select a file from your computer
• Link an existing document — if you have already uploaded the document to Propty's Documents section, click Link Existing Document and select it from the list

The linked document will be stored with the knowledge base entry and available to the AI.

7. Save the entry

Click Save Entry. The entry will be added to your knowledge base.

A confirmation message will appear.

Managing knowledge base entries

View all entries

On the Knowledge Base tab, you see all entries in a table showing:

• Title — the entry name
• Created — when the entry was added
• Last Updated — when it was most recently edited
• Type — Text entry, Linked document, or Uploaded document
• Actions — edit or delete

Edit an entry

Click Edit on any entry to modify its title, content, or linked documents. Save your changes and they will be reflected immediately.

Delete an entry

Click Delete to remove an entry. Deleted entries are removed from the knowledge base and the AI will no longer reference them.

warning

Deleting entries does not affect past responses already sent by the AI. Only future responses will be generated without the deleted entry.

Suggested knowledge base topics

To get started, consider creating entries for these common areas:

Operational Procedures

• Move-in and move-out checklist
• Resident onboarding process
• Lease violation procedures
• Turnover and cleaning standards

Amenities and Facilities

• Pool rules, hours, and access
• Gym equipment policies
• Parking rules and permit process
• Guest parking procedures
• Trash and recycling guidelines

Maintenance and Repairs

• Emergency response procedures (water, fire, power)
• Request prioritization by type
• Standard response times for different issues
• When residents can schedule access
• Maintenance request submission process

Policies and Rules

• Noise quiet hours
• Pet policies and restrictions
• Smoking policy
• Alterations and modifications allowed
• Utility cost allocation

FAQs and Common Issues

• "What do I do if my toilet is running?"
• "How do I reset my WiFi password?"
• "What is the rent increase policy?"
• "How do I update my contact information?"
• "What is the cancellation policy for reservations?"

Best practices

Be specific and detailed

Replace vague policies with concrete information:

Vague	Specific
"We respond quickly"	"Urgent requests (no heat, water leak) are assigned within 1 hour"
"Quiet hours enforced"	"Quiet hours are 10 PM to 7 AM Monday–Friday, 11 PM to 8 AM weekends. Report violations through the portal."
"Pool is open"	"Pool hours: June–September, 8 AM–8 PM daily. October–May, closed. Residents must have active lease and current account balance to access."

Update regularly

Policies change — when yours do, update the knowledge base:

• New fees or rate changes
• Seasonal amenity closures
• Updated emergency procedures
• Revised lease terms or house rules

Include examples

Residents (and the AI) learn better with examples:

• "Parking permit costs $50/month for residents in Building A"
• "Package theft reported? File a report with [contact info] within 24 hours"
• "Maintenance requests submitted after 5 PM will be reviewed the next business day"

Keep it organized

Create entries by topic, not by disorder. Group related information:

• One entry for "Move-In" (with checklist, keys, utilities, orientation, etc.)
• One entry for "Parking Policy" (rules, permit cost, guest parking, violations, etc.)
• One entry per facility (Pool, Gym, etc.)

This helps the AI find and reference the right information when responding.

Linking documents from your property

If you have existing policies or procedures stored in Propty's Documents section:

1. Go to the Documents page
2. Upload your policy files (PDF, Word, Excel, etc.)
3. Return to Request Settings > Knowledge Base
4. Click Add Entry or edit an existing entry
5. Click Link Existing Document and select the document

The AI will have access to the document content when generating responses.

Privacy and scope

Knowledge base is per-property

The knowledge base is configured separately for each property. If you manage multiple properties, you must set up the knowledge base for each property independently.

Troubleshooting

The AI is not using my knowledge base

• Verify that the knowledge base entries have been saved. Go to the Knowledge Base tab to confirm they appear in the list.
• Check that AI Triage is enabled in the AI Settings tab.
• Review AI responses to see if they mention information from your knowledge base. The AI may not quote the knowledge base directly but should reference the policies.

I linked a document but the AI is not using it

• Ensure the document is readable (not scanned or image-based, which cannot be OCR'd).
• Large documents (100+ pages) may not be fully indexed. Consider breaking large policies into separate entries.
• Try uploading the document again and relinking it.

How much content should I include in each entry?

• Minimum: a few sentences describing the policy or procedure
• Ideal: 2–5 paragraphs with context, steps, and examples
• Maximum: the AI works best with concise entries (under 1,000 words). For very long policies, split them into multiple entries by topic.

Can I share knowledge base entries with residents?

• Yes, entries can be marked as visible to residents when you create or edit them. This allows residents to self-serve answers to common questions.
• Toggle the Visible to Residents option when creating or editing an entry.