---
title: "AI Concierge: Property Chat"
description: "> When a guest opens the chat while looking at one specific listing, Property Chat lets the AI Concierge answer about *that* home, grounded in its real details, instead of treating every question as a fresh catalog search. --- ##…"
url: "https://homerunner.io/docs/ai-concierge-property-chat/"
updated: "2026-09-26"
category: "Privacy & Support"
---

# AI Concierge: Property Chat

> When a guest opens the chat while looking at one specific listing, Property Chat lets the AI Concierge answer about *that* home, grounded in its real details, instead of treating every question as a fresh catalog search.

---

## What it does

On a single property page, Property Chat hands the AI Concierge a compact, structured picture of the listing the guest is viewing, so it can answer hyper-specific questions like "is this good for toddlers?", "is there a private pool?", "how far is downtown?", or "can I bring my dog?" without launching a new search.

The context the assistant draws on for that property includes:

- **Core facts:** title, location, property type, bedrooms, bathrooms, guest capacity, and sleeping arrangements.
- **Amenities and tags** assigned to the listing.
- **Descriptive copy** already on the listing (intro, the home, neighborhood, and notes), trimmed to keep answers fast.
- **Operator knowledge base** (see below), treated as authoritative.
- **Visual observations** from [Photo Analysis](/docs/ai-concierge-photo-analysis/) when that property has been analyzed.

On a property page, the Concierge gets a much longer amenity list for that listing (up to 80 amenities), not the shortened sample (up to 12 per home) it works from when comparing many homes at once in a search. That means once a guest is asking about one specific home, the assistant has a far fuller picture of what it offers, so it can confidently answer detailed amenity questions instead of wrongly telling a guest "I don't see that listed" for something the home does offer.

When this property context is active, the assistant answers in conversation mode and keeps replies short and grounded. If the guest pivots to wanting a *different* home (another city, different dates, more bedrooms), the Concierge drops the single-property focus and runs a normal search instead.

When a search comes back thin or empty, the Concierge does not just say no. It offers one-tap ways forward, including, when loosening any single filter on its own would not have helped, a chip that relaxes two at once ("Different home type at a higher budget," for example). That combined option only appears when it would actually surface homes. Separately, if the page you are on limits the Concierge to one area or category (see [Page Scope](/docs/ai-concierge-page-scope/)), every search it scopes that way also offers a one-tap "Search all areas" chip ("Beyond Telluride" when a location narrowed things down), whatever the result count.

If the assistant recommends one specific home out of a set of results, it names the exact listing so the reply reliably links to that property's page, using the short, conversational form of the title (dropping a location suffix like "| Telluride") rather than reading back the full PMS-style name.

The same safety rule that governs the rest of the Concierge still applies here: the assistant answers only from the details it has been given, and refuses to invent facts it cannot confirm.

## What is automatic vs. operator-configured

Be clear on which parts you control:

- **Automatic:** the core facts, amenities, descriptions, and any photo observations are pulled from the listing for you. You do not configure these per property.
- **Operator-configured:** the knowledge base is yours to set. The Concierge will not have house rules, quirks, or local tips unless you add them.

## The per-property knowledge base

The knowledge base is supplemental, authoritative knowledge you write for a specific listing: anything that is *not* already in the listing description. It comes from two sources, and the Concierge combines both at chat time:

- **A PMS-synced field.** If your PMS feeds a custom field of concierge knowledge into each property, you point the Concierge at it once and it is used everywhere automatically.
- **A per-listing local field** you author by hand inside WordPress.

Good knowledge-base material includes things like:

- Smart-lock or check-in instructions and timing.
- Pet policy specifics ("dogs only, refundable deposit").
- The nearest grocery store and how long the walk is.
- The owner's favorite nearby restaurants.

Each source is capped at 4,000 characters, with a soft warning at 3,000. Keep entries tight: long knowledge bases slow responses and dilute the assistant's focus, so cover only what is not already in the listing description.

Door codes, PINs, and passwords are removed from this text before the Concierge sees it (the **Sensitive-Data Scanner** setting, on by default), and the fields that held one are flagged in WordPress admin so you can clean up the source. If a guest asks for a code, the Concierge says access details are shared through your check-in instructions. Put the timing and process in the knowledge base and keep the code itself out.

## Where to find it

### Turn it on

Go to **HomeRunner -> AI Concierge -> Property KB** and, in the **Property Page Experience** section, switch on **Enable Property Page Chat**. This master switch is **off by default**. While it is off you can still author knowledge-base entries, but they will not reach the chatbot, and property pages get the standard welcome rather than the property-aware one.

The same section has a companion toggle, **Attention Pulse on Every Visit**, which is **on by default**. With it on, the launcher gets a brief attention-pulse animation every time a visitor lands on a listing page with chat closed. Turn it off and the pulse becomes more restrained: it only plays once per visitor session, and only when your property tooltip's auto-show is also turned off.

### Configure the property tooltip

The same Property Page Experience section also controls a small tooltip next to the chat tab on listing pages, inviting the guest to ask about that home. Leave the **Property Page Tooltip** text blank to keep the standard tab tooltip, or write your own using `{property}` to insert the listing's name (for example, "Ask me anything about {property}!").

Four more toggles shape when and how it shows. They apply only once you enter Property Page Tooltip text; with the text blank, the standard tab tooltip and its own settings stay in charge:

- **Auto-show Property Tooltip** (on by default): shows the tooltip on its own after a short delay, once per browsing session.
- **Auto-show Property Tooltip After**: the delay before it auto-shows. Five seconds by default.
- **Show Property Tooltip on Hover** (off by default): also shows the tooltip whenever a visitor points at the chat tab.
- **Tooltip Once Per Visitor** (off by default): remembers a visitor's browser so the tooltip shows only once ever, rather than once per browsing session.

### Point at your PMS knowledge field

Open **HomeRunner -> AI Concierge -> Property KB**. There you choose which synced custom field holds your concierge knowledge (the default field is `homerunner_concierge_kb`). The picker lists the custom fields discovered across your published properties, so you can select the right one rather than typing a field name from memory.

### Author and review local knowledge

Two places write to the same per-property local field:

- **On any individual property,** a box titled **Local Knowledge** (its full title starts with "AI Concierge") appears on the edit screen (it shows up once Property Page Experience is on). Type the listing's notes there with a live character counter.
- **In the Property KB tab,** a single table lists every published property so you can see at a glance which listings have knowledge authored, scan previews, filter to the ones still empty, and edit any entry inline without opening each post.

## How it sharpens answers

With Property Chat on and a property page open, a guest gets a property-aware welcome ("Ask me anything about Lakeside Cabin, or have me find you something else," using the listing's title) with three starter chips ("Is this good for families?", "What's the area like?", and "Any standout features?") and answers that combine the listing's own facts, your knowledge base, and any photo observations, all under the assistant's no-invented-facts rule. The result is fewer "I'm not sure" deflections and more confident, on-listing answers.

## Watch management

> **This depends on the Conversion Kit plugin.** Watch Management only works on sites that also run Conversion Kit with its Availability Watchers tool turned on. Without it, the Concierge tells the guest plainly that availability alerts are not set up on the site yet, and offers to take their contact details instead of a watch.

A guest looking at a property (or dates) with no availability can just ask, in plain conversation, for the Concierge to keep an eye out: "let me know if this opens up for the first week of August," for example. The Concierge asks for exact dates if none were given (it will not guess at a "sometime in August" window, since a guest is going to be emailed about this), and figures out which home or homes to watch from whatever the guest already had in view: this property page, a set of search results just shown, or their saved wishlist.

The Concierge does not create the watch itself. It replies with a watch card showing the proposed dates and home(s), and the guest confirms by entering an email address and submitting the card, then confirming a second time from a link in that email. From there, the watch itself is created and tracked by [Conversion Kit's Availability Watchers](/docs/ckit-availability-watchers/) tool, not by the AI Concierge. The chat is only where the guest asks for it.

### Checking and cancelling a watch

A guest can come back later in the same chat session and ask something like "what am I watching" to get a list of the watches they set up, each with its dates, home(s), and status (waiting on email confirmation, active, or paused). Asking to cancel one works the same way in reverse: the Concierge never cancels a watch on its own. It surfaces a confirm option, and only the guest's own click sends the cancellation.

If something goes wrong, such as a database hiccup, the Concierge says so plainly ("try again shortly") instead of guessing, and it will never tell a guest they have no watches when it actually could not check.

## Settings

All of these sit under **HomeRunner -> AI Concierge -> Property KB**.

| Setting | What it controls |
| --- | --- |
| Enable Property Page Chat | The master switch for the property-aware welcome, chips, and attention pulse on single-listing pages, and for sending the listing's facts to the AI as context. Off by default. |
| Attention Pulse on Every Visit | Pulses the chat launcher every time a visitor lands on a listing page with chat closed. When off, the pulse plays only once per session and only if the property tooltip's auto-show is off. On by default. |
| Property Page Tooltip | The tooltip beside the chat tab on listing pages. Use `{property}` for the listing's name. Leave blank to keep the standard tab tooltip. Blank by default. |
| Auto-show Property Tooltip | Shows the property tooltip on its own after the delay below, once per browsing session. Applies only when Property Page Tooltip has text. On by default. |
| Auto-show Property Tooltip After | Seconds to wait before auto-showing. 0 to 120; 0 shows it as soon as the launcher settles. Default: 5. |
| Show Property Tooltip on Hover | Also shows the tooltip whenever a visitor points at the chat tab. Off by default. |
| Tooltip Once Per Visitor | Shows the tooltip once per visitor, remembered in their browser, instead of once per browsing session. Off by default. |
| Knowledge Base Custom Field | Which synced custom field holds the per-listing knowledge base. Default: `homerunner_concierge_kb`. Choosing **Disable KB (use property facts only)** turns off that synced source; the local knowledge you author inside WordPress is still used. |

## Tips

- **Author knowledge for your highest-traffic listings first.** The Property KB table's "Empty" filter makes the gaps obvious.
- **Lean on the PMS field if you already maintain concierge notes in your PMS** so you set the source once instead of copying into every listing.
- **Keep entries under 3,000 characters** and reserve them for what the description does not already say.
- **Availability alerts need Conversion Kit.** See [Conversion Kit: Availability Watchers](/docs/ckit-availability-watchers/) to turn that tool on before guests can use Watch Management from chat.
- For where Property Chat sits among the other operator surfaces, see [Operator Tools](/docs/ai-concierge-operator-tools/) and the [Overview](/docs/homerunner-ai-concierge-overview/).