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 when that property has been analyzed.
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.
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.
Where to find it #
Turn it on #
Go to HomeRunner -> AI Concierge -> Chatbot and enable the Property Page Experience toggle. 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.
Point at your PMS knowledge field #
Open HomeRunner -> AI Concierge -> Property KB. There you choose which synced custom field holds your concierge knowledge. 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, an AI Concierge — Local Knowledge box 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 this home, or have me find you something else”) 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.
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.
- For where Property Chat sits among the other operator surfaces, see Operator Tools and the Overview.