What to Put in a Real Estate Chatbot’s Knowledge Base
A website chatbot can only answer well from what it has been given, and it should say so when the answer is not there. What a real estate team should write into its knowledge base beyond the website: project facts, policies, viewing process and the questions agents answer every day.
- Real Estate
- Chatbot
- Knowledge Base
- Setup
A real estate chatbot answers from two places: your website and the knowledge base you add. The website covers what is already public. The knowledge base covers everything an agent says out loud but nobody wrote down. The more of that you write, the less often the chatbot has to say "I don't have that."
This post lists what to put in it.
What belongs in a real estate chatbot's knowledge base?
Six kinds of entry. Each one is a title and a short, plain answer.
| Entry | Example title | Why it matters |
|---|---|---|
| Project or listing facts | "Unit types and sizes at Lakeview" | The most common first question |
| Viewing process | "How to book a viewing" | Turns a question into a lead |
| Payment and booking steps | "What happens after you reserve a unit" | Buyers ask before they commit |
| Policies | "Cancellation and refund policy" | Answer exactly, not approximately |
| Location | "Schools, transport and amenities nearby" | Often missing from the website |
| Who to speak to | "Who handles resale enquiries" | Gives the handoff somewhere to go |
How should each entry be written?
- One topic per entry. A short entry on one subject is easier to match to a question than a long one on many.
- Write the way an agent would say it. Plain sentences, not brochure copy.
- Date anything that changes. Add "as of" and the month to prices and availability.
- State what you do not do. "We do not arrange mortgages" is a useful answer.
What should stay out?
Anything you would not want repeated to every visitor: unapproved prices, negotiation limits, and private information about owners or other buyers. If the answer is for a person to give, leave it out, and the chatbot will say it does not have it and pass the question on.
How do you find the gaps?
Read the transcripts. Vyostra AI saves the conversation with each lead, so each question the chatbot could not answer shows an entry to write. Add it, and the next visitor who asks gets an answer. The real estate chatbot guide covers the rest of the setup, and the questions a chatbot should ask covers the other direction.
Common questions
- What is a chatbot knowledge base?
- It is the set of entries a chatbot may answer from, in addition to your website. Each entry has a title and the text of the answer. The chatbot should answer only from this material and say so plainly when the answer is not in it.
- Should I put prices in the knowledge base?
- Only prices you are happy to have repeated to anyone. Prices change, so add a date to each entry and update it when the price changes. If a figure is available only on request, leave it out and let the chatbot hand the question to a person.
- How do I know what is missing?
- Read the transcripts saved with your leads. Every question the chatbot could not answer shows an entry you have not written yet.