Tone, rules & FAQ

Good agent config makes AI replies accurate and on-brand. Here’s how to write tone, rules, and FAQ that work well.

Tone

• Friendly — Warm, approachable; good for vacation rentals and small properties.
• Professional — Clear and polite; good for managed properties or business travelers.
• Casual — Relaxed, short; good for informal stays.
• Formal — More structured language; good for high-end or corporate stays.

Stick to one tone per property so replies feel consistent.

Check-in and check-out rules

• Write concrete instructions: times, place, process (e.g. “Check-in from 4 PM at the key box; code sent 48h before arrival”).
• Include what the guest must do (e.g. leave keys, strip beds) and any penalties or fees if relevant.
• Avoid vague phrases; the AI will repeat or paraphrase what you write.

FAQ

• One topic per pair — e.g. “What’s the WiFi password?” / “Network: GuestNet, password: xxx.”
• Use guest-like questions — Phrase as guests would ask (e.g. “Is there parking?”).
• Keep answers short — A few sentences; the AI can combine with other context.
• Update when things change — WiFi code, contact, etc.

Local attractions

• Name — As guests would search (e.g. “Plage des Sables”).
• Description — One line: what it is and why it’s nice.
• Distance — “5 min walk”, “10 km by car”, so the AI can give practical guidance.

Next: Documents (RAG) — Add PDFs or text for the AI to search.