Overview

Ami answers your guests from three things: your property details in Amenitiz, the guest's booking, and the text you write in What Ami knows.

That text is what makes the difference between a vague reply and a useful one. This article shows what to write, what to leave out, and how to write it so Ami can answer more of your guests' questions without handing them back to you.

Before you start

Ami is active on your property. See How to use Ami to reply to your guests.

What Ami already knows

You don't need to repeat these. Ami reads them from your property details and from each booking:

Your property: description, address, phone, email, website, check-in and check-out times, and your check-in instructions.
Your rooms: name, type, maximum occupancy, size, view and description.
The guest's booking: dates, number of nights and guests, the rooms booked, the channel and any special requests.

If any of this is wrong, correct it in your property details rather than in What Ami knows. Ami will then use the right information everywhere.

What to add

Add the answers to the questions guests ask you most often. Ami does not know these unless you write them:

Breakfast: whether it is included, opening times and price.
Extras and their prices: parking, airport transfer, late check-out, cots, pets, spa.
Facilities and opening hours: pool, gym, restaurant, bar, reception.
Arrival: early check-in, leaving luggage before check-in or after check-out, late arrivals.
Getting there: directions from the airport or train station, taxi or public transport, parking nearby.
House rules: pets, smoking, quiet hours, parties, children.
Local tips: restaurants, shops, beaches or sights you recommend.

Step by step

Go to Messaging → Conversations.
Click Inbox settings → Ami AI Assistant.
In What the assistant knows, write or paste your information. You can also click Attach a document to add the text of a PDF, Word or text file.
Click Save.

Tips for writing it

Write facts, not instructions. Write "Breakfast is served from 8:00 to 10:30 and costs €12 per person", not "Tell guests that breakfast costs €12". Ami ignores anything written as an instruction.
Be specific. Give exact times, prices and distances. "Parking is €15 per night, in the garage behind the hotel" answers the question. "Parking is available" leads to a follow-up question.
Say what you don't offer. If you have no parking or don't accept pets, write it, and add an alternative if you have one. Otherwise Ami can't answer and hands the conversation back to you.
Keep each topic short. One or two sentences per topic, one topic per line. It is easier for you to update and for Ami to use.
Write in your own language. Ami replies to each guest in the guest's language, whatever language you write in.
Keep it up to date. Change it when your prices, opening hours or seasonal services change.
Start with what guests ask most. Not sure where to begin? Answer these: Can we check in early? Can we drop our bags? Is breakfast included? Can we park here? Are dogs allowed? How do we get there? How do we get in? What's the wi-fi?

⚠️ Warning

Don't write door codes, key box codes or alarm codes in What Ami knows. Ami can use anything you write here in a reply, including to someone who messages you without a booking. Send these codes to the guest yourself.

Template to copy

Copy this template into What Ami knows and write your own details inside each [ ]. Follow the tips above: give exact times, prices and distances, and say what you don't offer.

Breakfast: [ ]. Served from [ ] to [ ]. Price: [ ] per person.

Early check-in: [ ].

Late check-out: [ ].

Luggage: [ ].

Late arrival: [ ].

Parking: [ ].

Pets: [ ].

Children: [ ].

Wi-fi: [ ].

Facilities: [ ].

Restaurant and bar: [ ].

Extras: [ ].

Getting here from the airport: [ ].

Getting here from the train station: [ ].

House rules: [ ].

Nearby: [ ].

⚠️ Important

Delete every line that doesn't apply to your property, and remove all the brackets before you save. Ami reads everything in the box as a fact about your property, including any empty [ ] you leave in.

Example

Here's what the template looks like once it's filled in. The lines that didn't apply to this property have been deleted.

Breakfast: Not included in the rate. Served from 8:00 to 10:30 in the dining room. Price: €12 per person.

Early check-in: Possible from 12:00 for €20, if the room is ready.

Late check-out: Possible until 14:00 for €20, if available.

Luggage: Guests can leave their luggage at reception from 9:00 on arrival day and until 18:00 on departure day, free of charge.

Late arrival: Reception is open until 22:00. For later arrivals, we send self check-in instructions by message before arrival.

Parking: No private parking. The nearest public car park is on Calle Mayor, 200 m away, and costs about €18 per day.

Pets: Dogs up to 10 kg are welcome for €10 per night. Other pets are not allowed.

Wi-fi: Free wi-fi everywhere. The network name and password are in the room.

Facilities: Outdoor pool, open from May to September, 9:00 to 20:00.

Getting here from the airport: A1 bus to Plaza Mayor, then 5 minutes on foot. A taxi takes about 25 minutes and costs around €35.

Getting here from the train station: 10 minutes on foot.

House rules: No smoking inside. Quiet hours from 23:00 to 8:00.

Nearby: Our favourite restaurant is Casa Pepe, 2 minutes away. The beach is 15 minutes on foot.

FAQs

How much can I write?

Up to 5,000 characters, which is about one and a half pages. The counter under the box shows how many you have used.

Can I attach a document instead of writing?

Yes. Click Attach a document and choose a PDF, Word (.docx) or text file of up to 5 MB. Its text is added below what you already wrote, and you can edit it before saving. The whole text must still fit in 5,000 characters. Scanned pages and photos can't be read, so type that information in instead.

I added the answer, so why did Ami hand the conversation back to me?

Ami always hands some conversations back, whatever you write: booking changes, cancellations, refunds, complaints, a guest who asks for a person, or a guest who sends a file. If it was an ordinary question, check that your answer is written as a clear fact, with the exact time, price or detail the guest asked for.

Does Ami copy my text word for word?

No. Ami uses your text as facts and writes its own reply to each guest, in the guest's language.

Can I include guests' personal details?

No. Write only information about your property that any guest could know. Ami already sees the booking details it needs, without guests' names, phone numbers, email addresses or payment details.

How to fill in What Ami knows to get better replies