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The Knowledge Base is the “brain” of your Ecco AI agent. You teach it property-specific information here so it can answer guest questions accurately — through FAQs you write yourself, files you upload, and web pages you point it to.
Select a property first. A single property must be chosen from the top bar before you can edit the Knowledge Base. If you see “All properties” selected, pick a specific one.
Any member of your hotel team can add and edit FAQs, upload documents, and manage web links.
FAQs are direct question-and-answer pairs the AI uses to respond to common guest inquiries (e.g. “What time is breakfast?” or “Do you allow pets?”).
1

Add a FAQ

Click ”+ Add FAQ”.
2

Write the question

Enter the typical Question a guest might ask.
3

Add keywords

Add trigger Keywords (e.g. breakfast, morning, eat).
4

Write the answer

Enter the exact Response you want the AI to give.
5

Save

Click Save — Ecco verifies the FAQ and shows you exactly how it will be delivered.
Toggle “Generate Keyword Variants” to let the AI automatically create related search keywords.
How Ecco delivers each FAQEvery FAQ is automatically classified into one of three delivery modes. You don’t configure this — Ecco decides based on what the answer contains, and the mode is shown clearly on each saved FAQ.

Immediate

Public information any guest can receive — breakfast times, pet policy, Wi-Fi details. Ecco answers straight away, no context needed.

Property-context

Property-specific answers where Ecco first confirms which property the guest is asking about, then delivers the answer.

Booking-verified

Sensitive information such as access codes or personal data. Ecco confirms the guest’s booking before responding.
What you see after savingOnce saved, Ecco runs a quick verification and shows three things directly on the FAQ card:
  • Delivery outcome — which mode applies and what the assistant will actually do.
  • First-response preview — the exact opening the assistant uses when delivering this answer.
  • Voice / WhatsApp readiness — whether the FAQ is ready on each channel.
If verification finds a problem, it tells you exactly what kind:
  • Retrieval issue — the FAQ wasn’t surfaced during search. Check your question wording and keywords.
  • Answerability issue — the FAQ was found but the assistant couldn’t form a complete answer. Review your response text for gaps or ambiguity.
You can enable or disable individual FAQs at any time. Character limit: 2,000 per FAQ.
Ecco checks for duplicates and conflicts on every save. When you create, update, or reactivate a FAQ, Ecco automatically compares it against your active FAQs. If an equivalent entry already exists, it’s linked to that FAQ rather than creating a duplicate. If a conflict is detected — two FAQs that would give different answers to the same question — a side-by-side view shows you both versions so you can resolve it before anything changes.

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Properties Workspace

If your account is connected to a property management system (such as Krossbooking), a Properties section appears in the sidebar. This is where you review and manage the property information Ecco uses when answering guests. Any member of your hotel team can edit property details, fill in missing fields, and activate properties.

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Overview tab

The Overview gives you a snapshot of your entire property portfolio at a glance. At the top, two summary tiles show where things stand: Active (properties currently answering guests) and To Activate (properties that have been imported but not yet activated). Click the To Activate tile to jump straight to the filtered Properties list and act immediately.

Action Queue

A prioritised list of things that need your attention — missing details and unresolved suggestions across your portfolio. Use the Needs Info shortcut to jump directly to the Properties list filtered to properties that need more information before they can go live.

Portfolio Health

Your portfolio’s Ecco Score — a single number showing how well your property information is filled in, calculated across all properties and 29 key information slots.

Pending Suggestions

The number of AI-generated suggestions waiting for your review across all properties.

Source Labels

Where each piece of information came from — PMS import, manual entry, or AI-suggested.

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Properties tab

The Properties tab lists every property in your portfolio with a quick-read status row for each one. Each row also surfaces its own action queue item — the single most important thing to do next — so you can work through the list without opening each property. Use the search filter at the top of the list to find a property by name. It queries your entire portfolio — not just the current page — and your selection is preserved when you navigate into a property and back. Clearing the filter resets pagination to the first page. Use the status filter (the dropdown next to the search bar) to narrow the list by property state — choose from All, Active, To Activate, Needs Info, or Needs Review. The status filter and name search work together: both apply at the same time. The filtered view is also deep-linkable — bookmark a URL with ?status=not-live to always land on properties waiting to be activated. Large portfolios paginate at 25 properties per page. Use the Previous / Next controls and the page summary at the bottom (e.g. 1–25 of 80) to move through the list. Click any property row to open its detail view.

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Property detail view

Opening a property shows you everything Ecco currently knows about it. The detail view is organised into icon tabs across the top — each tab groups a related set of fields. Click any tab icon to jump straight to that section. Each section tab shows a score bar so you can see at a glance how well that part of the property is covered. Within each section, every field displays a status badge and the +N points (or up to +N points for quality-evaluated fields) you’d unlock by completing it — so you always know which fields are worth tackling first. Field status badges
When a field shows “up to +N points” rather than a fixed “+N points”, Ecco has automatically run a quality check on that field’s content. The points you earn scale with content quality — an accurate, well-written entry earns the full N points.
Here’s what you’ll find across the property detail tabs:
Core identity fields (name, address, type), contact details, and access information — entry codes, key-collection instructions, and any access notes guests need on arrival.
Official check-in and check-out times, self check-in instructions, early/late arrival details, and step-by-step checkout instructions. Note: check-in timing lives here, not under checkout.
Everything the property offers — Wi-Fi, parking, pool, kitchen appliances, safety equipment, and any on-site services. Safety items specific to the property (e.g. fire-escape routes) appear here, separate from general operational safety information.
House rules and policies guests need to know: pet policy, smoking rules, quiet hours, and any property-specific rules not covered by a dedicated field. The pet policy field captures whether pets are allowed, any breed/size restrictions, and any associated fees.
Fuse-box location, how to reset a tripped breaker, and where to find the water and gas shut-off valves. Use this field for any utility-related instructions guests or cleaners might need.
Waste and recycling instructions, parking details, neighbourhood notes, and other day-to-day operational information that doesn’t fit a more specific category.
The Suggestions tab gives you a dedicated inbox for reviewing AI-generated knowledge gaps spotted during real guest conversations.

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Suggestions tab

Click the Suggestions tab inside any property to open an interactive inbox of AI-generated knowledge gaps spotted during real guest conversations. Filtering the inbox Use the filter bar at the top of the inbox to narrow suggestions by property, channel, and type. All filters combine — Ecco searches through every page of results to find matches, and the empty state only appears once every page has been checked.

Property

Pick a specific property to see only its suggestions. Choose Without property to surface suggestions not linked to any resolvable property. Click × to clear the filter and return to all suggestions.

Channel

Filter by source channel — OTA, Voice, WhatsApp, or PMS sync. Select one or more channels to narrow the queue by where each conversation came from.

Type

Filter by suggestion type to zero in on a specific category. Lower-risk suggestions always appear in the full unfiltered list — no separate filter needed. Use the type filter to focus on suggestions that need confirming, require a closer look before applying, or are flagged as conflicting with an existing FAQ.
Every member of your team with Properties access can review suggestions — preview proposed merges, assign a target property, accept or ignore suggestions, and update automation settings — directly from this tab. Account owners and managers can also generate suggestions manually at any time using the “Generate suggestions” button at the top of the page — Ecco will analyse recent WhatsApp conversations and surface any new gaps it finds.
Ecco is smart about duplicates. If you run manual generation more than once, it only processes messages it hasn’t already analysed — so you won’t see the same suggestion appear twice.
Click any suggestion row to expand it and immediately see a side-by-side merge preview. What the expanded view shows:
  • Left panel — Current live value: what Ecco is currently using to answer guests for this field.
  • Right panel — Suggested change: the AI’s proposed text with new or updated content highlighted, so you can see exactly what would be added or changed. This panel is fully editable — click anywhere in the text to adjust the suggestion before accepting it. Highlights remain visible while the text is unchanged; they fade once you start typing your own version. If the suggestion conflicts with an existing FAQ, this panel is shown read-only and the proposal is automatically escalated for review.
  • What’s missing or unclear — a plain-language description of the gap.
  • Why it matters — how often this gap has affected guest interactions.
  • Conversation evidence — a link to the actual conversation where the gap was spotted.
  • Cadence badge — whether the suggestion is Immediate (high-impact, address soon) or will arrive in your next Digest (lower-priority batch).
Some suggestions apply across your whole account rather than a single property — for example, notes about transfers or supplements that are shared between properties. When you expand one of these, a property selector appears so you can choose which property the accepted information should apply to. Selecting a property is required before you can accept the suggestion. Actions you can take on each suggestion:

Accept

Apply the suggestion to your Knowledge Base exactly as shown in the right panel — whether that’s the original AI text or your edited version.

Edit & Accept

Click directly into the right panel and type your changes. The highlights update to reflect what’s still AI-generated. When you’re happy, Accept saves your version.

Ignore

Dismiss the suggestion. A confirmation step prevents accidental dismissals. Ignored suggestions don’t reappear.
When a suggestion involves a FAQ, accepting it has one of three outcomes: an exact match links to the existing FAQ instead of creating a duplicate; a compatible suggestion merges into the existing FAQ automatically; a conflicting suggestion — one that would give a different answer to the same question — preserves the live FAQ unchanged and escalates the proposal for review. Conflicting suggestions appear in your queue with a read-only side-by-side view and no Accept button.
Immediate suggestions are high-severity gaps that guests are actively running into. Tackle these first for the fastest improvement in AI accuracy.
The detail view reflects the information pulled from your PMS and enriched by the AI. Use it to:
  • Verify that the facts Ecco is using to answer guests are correct.
  • Spot any sections that look incomplete or out of date.
  • Fill in or edit fields — click any field (or the pencil icon next to it) to open the edit panel and type in the correct value. Your entry is saved immediately and the AI starts using it right away.
  • Prioritise by score impact — each field’s status badge and +N points gain shows at a glance which fields move the Ecco Score the most when filled in.
  • Confirm what guests will hear or read when they ask about this property.
Fields that come from your PMS are updated automatically when your PMS changes. Fields you fill in or add manually stay as-is until you edit them again — they are never overwritten by a PMS sync. A small set of technical identity fields (such as the internal property ID) are read-only and cannot be edited.

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Filling in and adding fields

You can fill in missing fields and add new ones directly from the detail view — no need to leave the page.
1

Spot the field to fill

Each field shows a status badge and the exact +N points you’d gain by completing it. Missing fields are highlighted — start with the highest-point fields to move the Ecco Score fastest.
2

Click to open the edit panel

Click the field (or the pencil icon next to it) to open the edit sheet on the right side of the screen.
3

Enter the correct value

Type in the information. You can also add a note to give Ecco more context about when or how this detail applies.
4

Save

Click Save. The field is updated instantly — the AI begins using the new information in guest conversations straight away.
You can also add a new field that isn’t shown yet — look for the ”+ Add field” button within each section tab. This lets you capture any property detail that wasn’t imported from your PMS.

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Copying fields to other properties

When your portfolio has multiple properties that share common information — house rules, tourist tax, safety details, local area notes — you can copy selected fields from one property to many others at once instead of updating each individually. Open the source property’s detail view and click “Copy fields to…” in the header to launch the wizard.
1

Select fields

Choose which fields to copy. Fields that are unique to each property — name, address, Wi-Fi password, and access codes — are deselected by default, so you won’t accidentally overwrite apartment-specific details.
2

Select destinations

Pick the target properties. A preview shows how many already have a value for each selected field, so you can spot conflicts before committing.
3

Review

See a full summary of what will be copied and where. Properties that already have a value for a selected field are skipped by default — tick Overwrite existing to change this.
4

Apply

Confirm to apply. A toast notification shows how many properties were updated — and includes an Undo button to reverse the entire operation immediately if you change your mind.
Existing values are protected by default. The wizard only fills empty fields unless you explicitly choose to overwrite. The Review step shows the exact count of fields that would be skipped or overwritten before you confirm — no surprises.

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Activating a property

Before a property can answer guests, it needs to pass a quick readiness check. Properties that are ready to activate show a To Activate badge in the list. When you open one, an activation prompt appears directly in the detail view — you don’t need to hunt through settings.
1

Review the essential fields

The activation prompt lists any essential fields that must be filled in before the property can go live. Fill them in directly from the prompt.
2

Activate

Once all essential fields are complete, click Activate. The property status switches to Active immediately.
Nothing goes live automatically. A property only starts answering guests after you activate it.

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Property states

New and auto-imported properties start here. The property is visible in your dashboard but is not yet used to answer guests. Review the information, fill in any gaps, and move it forward when you’re ready.
The property has been reviewed and has enough information to go live, but hasn’t been activated yet. Open the property and click Activate to start answering guests. Use the status filter on the Properties tab — or click the To Activate tile on the Overview — to see all properties in this state at once.
The property’s information is live and the AI uses it to answer guest questions. You can still review facts and check suggestions at any time — PMS updates apply automatically.
The property is missing important details before it can be activated. The action queue highlights exactly what to fill in. Once the required fields are complete, you can activate the property.