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The Content page holds the information Ecco uses to answer your guests: FAQs, web pages, and documents. Apartment and property details live in Properties; conversation flows live in Procedures.
Select a property first. Choose a single property in the top bar. You cannot edit content while All properties is selected.
Use FAQs for common guest questions, such as “What time is breakfast?” or “Do you allow pets?”.
1

Add the FAQ

Select Add custom FAQ.
2

Write the question

Enter the question as guests usually ask it.
3

Write the response

Enter the answer Ecco should give, up to 2,000 characters.
4

Add other phrasings

Optionally, add Other guest phrases with different ways guests ask the same thing, up to 10. Ecco also generates variants automatically when you save.
5

Save

Select Save and check How the assistant will respond.

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How the assistant will respond

Ecco chooses how to deliver each FAQ and shows the Expected first response:

Immediate answer

Public information Ecco shares straight away.

Identify property first

Ecco first confirms which property the guest means.

Check booking first

Ecco verifies the reservation before sharing sensitive information, such as access codes.
When a channel needs attention, the card shows a badge for Voice, WhatsApp, or OTA: Guarded (answered after a check), Needs correction, or Not connected.

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Keep FAQs accurate

  • Turn each FAQ On or Off at any time. The card shows how many times it was used.
  • Select Listen to hear how the answer sounds on the phone.
  • When an FAQ shows Needs a fix, open Improve answer, edit the text, and select Save and verify.
  • FAQs that ask guests for protected data are switched off automatically and show Off · protected content.
Ecco compares the meaning of new and updated FAQs with your active FAQs. It also checks suggestions before they become FAQs.When two answers repeat or contradict each other, the notice names the related FAQ and explains the conflict.
1

Read the reason

Check which information is repeated or different.
2

Choose what to edit

Select Update that FAQ to open the related FAQ, or Edit this to return to the answer you were writing.
3

Keep one clear answer

Update the correct FAQ and remove conflicting information from the other one.
Ecco may also show this notice when you turn an FAQ on. Resolve the conflict on the FAQ card, then try again.

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Keep information consistent

Ecco reads FAQs, documents, web pages, and Properties fields together. When you save information that applies to the whole account, Ecco compares its meaning with your active FAQs. A consistency warning names the related FAQ and explains the difference. The information is saved, but you should open the FAQ and make both versions agree. When a save is blocked, use Update that FAQ or Edit this to resolve the conflict first. The Where to put information guide explains which section to use for each type of information.

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Common questions

In Properties. Each apartment has its own structured fields.
Ecco publishes the FAQ to your assistants as soon as you save it. The card shows Publishing… until it is live.
The FAQ repeats or contradicts an active FAQ. Read the reason in the notice, then update the related FAQ or edit the one you are writing.