Setting Up Knowledge

This article provides instructions for completing Knowledge Setup in your Launch Status Page.

Knowledge is the repository of information your AI draws from when communicating with prospects and residents. See Knowledge Overview & Best Practices for more details on how Knowledge works. 

Knowledge Permissions

The following permissions are required to set up Knowledge.

Leasing Knowledge

Resident Knowledge

Update permissions in your AI Portal's Users > Manage Users page. See the Set Up and Invite Users article for instructions.

Knowledge Setup

Use the Knowledge Setup page to answer common questions received by your AI Assistant. You must fill out this information before launching a community to ensure that your AI assistant shares accurate information with prospects and residents.

Follow these steps to set up Knowledge. 

1. Click Onboarding > Knowledge Setup in the AI Portal's left sidebar.

2. Enter knowledge directly into the table. 

   Click Save at the bottom of the page to save your entries.

   • AI responses are dynamically generated and may vary based on context. You do not need to use complete sentences.
   • Use the filters at the top of the page to adjust the communities and topics in view. 
   • You can edit in line and then drag/drop information across columns, or bulk copy and paste across multiple columns and rows from Excel/Google Sheets. 
   • If a piece of knowledge does not apply to your community, please enter "This does not apply", "Please check with the leasing office", or something similar. Do not leave cells blank. Cells left blank are considered incomplete.
   • Red cells indicate missing knowledge. They display an example entry in italics, and turn white once you enter knowledge.
   • The progress percentage in the upper right indicates the total completion status of all required knowledge across the communities currently listed.
3. Add additional knowledge (not required for launch) on the AI Portal's Knowledge page. See the Managing Knowledge article for instructions.   

Tour Instructions

The following Knowledge fields mirror those in Calendar and Tours Settings:

• Tour Meeting Location
• Tour Parking Instructions
• Tour Appointment Directions

You can update these fields on either page. Viewing these fields on the Knowledge page requires Community Calendar Settings > Edit permissions.

Fee Setup

You must enter fee information on your Fees Page, and not in your Knowledge Setup table. The table's application fee column contains a link to your Fees Page. 

See the Fee Transparency Suite article for detailed instructions. 

Prefilled Knowledge

EliseAI prefills essential knowledge with information from your property websites. Therefore, certain items may already be filled out when you open the Knowledge Setup Form or Community Info Page for the first time. This lightens your team's workload and speeds up time to launch.

See Prefilled Knowledge for Onboarding for more details.

Please reach out to your CSM if you would like to opt out of this process.

Knowledge Sources

Each Knowledge entry displays its source with a colored indicator. 

• Purple: EliseAI User
• Yellow: Knowledge Form (see Knowledge Sharing section) 
• Cyan: EliseAI Webscraper (see Prefilled Knowledge section)
• Blue: External PMS

The Populated By key at the top of the page displays this information.

Knowledge Sharing

You can send team members community-specific Knowledge forms to fill out. Information added to a Knowledge form automatically populates in the community's Knowledge Setup table.

Follow these steps to request knowledge updates from your team: 

1. Click the Knowledge Sharing Page tab at the top of the Knowledge Setup page. 
2. Click View Form to view and update a community's knowledge form.  
3. Click Send Email to prepare the form as an email. 
4. Select knowledge form recipients. You can select users in the window or manually add recipients who are not EliseAI users.
5. Click Send Email at the bottom of the window to email the Knowledge form to the listed users. These users can fill out the Knowledge form and help complete your community's Knowledge Base.

   • NOTE: When you add a user with Knowledge access to a community, we automatically send that user a link to the community's knowledge form.

      

Best Practices for Entering Knowledge

Please keep these best practices in mind when updating your Knowledge Base: 

Formatting

• You can enter Knowledge as incomplete sentences, bullet points, or links. Your AI Assistant uses this information to write complete sentences in conversations with prospects or residents.
• Whether your AI Assistant repeats knowledge word-for-word depends on how you input that piece of knowledge. If you enter knowledge as a full write-up with complete sentences, your AI Assistant will likely repeat the write-up word-for-word. Otherwise, your AI Assistant combines pieces of knowledge and presents them using conversational language.

Length and Level of Detail

• Try to be concise. While we do not impose a word limit for pieces of knowledge, keep in mind that your AI assistant sends the information over text and email. Aim to keep your knowledge concise while including necessary details.
• You can enter any amount of detail into one piece of knowledge, but keep in mind that your AI Assistant sends the entire write-up when asked general questions.
  • For instance, if a prospect asks, "What is your pet policy?" your AI Assistant responds with the entire piece of knowledge regarding your pet policy.
• If a prospect asks a specific question answered within a longer write-up, your AI Assistant only answers that specific question.
  • For instance, if a prospect asks, "Is there a weight limit for dogs?" your AI Assistant responds with only weight limit information, not the entire pet policy write-up.

Handoffs

• Including language like "please contact the leasing office for more information" in pieces of knowledge will not trigger a handoff. Instead, consider adding the leasing office phone number to encourage prospects to reach out.
  • For instance: "Please contact the leasing office at ### for information about our pet policy."