Building a great knowledge base

Your knowledge base is the single biggest lever on answer quality. A thorough one means Rezi handles almost everything on its own; a thin one means more escalations to you.

Think of it as the brain dump you’d give a brilliant new employee on their first day, everything they’d need to answer the phone for this building without ever asking you. The difference is that this employee reads instantly, never forgets, and answers a thousand guests at once. The knowledge base is where all of Rezi’s value concentrates, so it’s worth approaching deliberately rather than as a form to rush through.

What to include for every building

• WiFi: network name(s) and password(s)
• Access: check-in/out times, lockbox or smart-lock codes, gate/buzzer instructions
• Parking: where to park, permits, guest parking, EV charging
• Amenities: pool/gym hours, laundry, mail and packages, trash and recycling days
• House rules: quiet hours, pets, smoking, guest policy
• Local tips: nearby grocery, transit, recommendations (great for short-term guests)
• Who to contact: who to reach for an emergency, and what counts as an emergency

If you’re not sure where to start, start with your text history. Scroll back through a few months of guest messages on your phone and you’ll find the same ten questions on repeat, that list, answered clearly, is the highest-value knowledge base you can write. Everything else is refinement.

Uploading documents

You can paste text directly or upload files. Rezi reads PDFs and Word documents (.pdf, .docx), welcome guides, house manuals, and local-tips sheets all work. After upload, Rezi automatically extracts the content and indexes it.

Documents and direct entries work together: upload the twelve-page house manual for coverage, then add short direct entries for the facts guests ask about most. When the same fact appears in both, keep them consistent, if the manual says checkout is 10am and a direct entry says 11am, you’ve created a coin flip. The fix for a changed policy is always to edit or remove the old entry, not to pile a correction on top.

Writing entries that work

A few habits make entries dramatically more effective. Be specific: “Guest parking is the four spots marked VISITOR behind the building; overnight guests need a permit from the office” beats “guest parking available.” Be self-contained: each entry should make sense alone, since the AI retrieves entries individually. And include the why when it prevents follow-ups: “Trash goes out Tuesday night, pickup is early Wednesday, bins left out other days attract fines from the city” answers the question and the argument.

Cover edge cases that generate angry messages: what happens when a guest is locked out at 2am, whether early check-in or late checkout is possible and what it costs, what the policy is if a guest breaks something. These are exactly the conversations you least want to have live at midnight, and exactly the ones a complete knowledge base handles for you.

How much is enough?

There’s no minimum word count, coverage of real questions is the metric. A focused knowledge base of 30 well-chosen facts outperforms a 50-page document dump that never mentions the gate code. Launch with the essentials from the checklist above, then let the first weeks of escalations tell you exactly what’s missing. Once your knowledge base is in good shape, review improving answer accuracy for ongoing tuning.