Understanding Your Agent's Knowledge: Places and Resources

Your Agent only knows what you give it. You add that knowledge as Resources, group your Resources into Places, and assign Places to your Agent. This knowledge is shared across every Conversation, and you can add or remove it instantly. This article explains how the pieces fit together so you can organize your knowledge with confidence.

Your Agent Only Knows What You Give It

Your Agent doesn't browse the web or pull from outside sources. It answers using the knowledge you provide, and nothing else. If the answer isn't in its knowledge, the Agent won't invent one. So the quality of your Agent comes down to the quality of the knowledge you give it.

That knowledge is the same for everyone. Whatever you make available is available in every chat, to every guest. This is shared knowledge, not personal guest data, so use it for general information (your property, your policies, your offers) and keep anything guest-specific out of it.

A quick but important point: shared doesn't mean public. Your sources don't have to be findable on Google. You can upload private documents or point to pages that aren't indexed anywhere, and your Agent can still use them. "Shared" just means the knowledge applies to every Conversation this Agent has.

Places Group Your Knowledge

A Place is a container for knowledge. You put your Resources inside Places, and you assign Places to your Agent.

There are two ways to use a Place:

A real venue. Most Places represent a physical property, with a type (Hotel, Attraction, or Food & Beverage) and an address. The address helps your Agent answer location questions.
A grouping for related knowledge. You can also use a Place to group knowledge that isn't a single venue. Just leave the address empty. For example, create a "Business Travel Info" Place for guidance that applies everywhere, then reuse it across properties.

This second pattern is handy because Places are reusable. The same Place can be assigned to more than one Agent, so you write the knowledge once and share it wherever you need it.

A Place detail page showing its Resources list, so readers see that Resources live inside a Place. Columns like Resource Name, Resource Type, and Last Refresh are visible, with a few resources of different types.

Resources Are the Actual Knowledge

A Resource is one piece of knowledge inside a Place. You choose a type for each Resource based on where the information lives and how often it changes.

Website: point the Resource at a web address. Your Agent reads the page, and it refreshes automatically on a regular schedule, so when the page changes, your Agent catches up on its own. This is the best choice when the information already lives on a website.
Document: upload a file. A wide range of formats works, including PDF, Word, Excel, plain text, and CSV. Documents don't update on their own, so if the content changes, upload the file again.
Markdown: type your knowledge directly in a rich-text format. It gives you the most control over how your Agent reads the content. Like documents, it changes only when you edit it. Adding one is covered in its own article.

You'll also see two more Resource types that the Agent can create for you: Reviews, which brings in your TrustYou guest reviews as knowledge, and a Place AI Search summary the Agent generates from a Place. You don't write these by hand.

Which Type Should You Use?

Information already on a website? Use a Website Resource so it stays in sync automatically.
Have it in a file (a PDF, a spreadsheet, a policy document)? Upload it as a Document.
Want to write it yourself and guide the Agent precisely? Use a Markdown Resource.

Assigning Places to Your Agent Is Instant

You organize Places separately from your Agents, then assign the Places each Agent should use. An Agent can have one Place or many.

The best part: changes take effect immediately. The moment you save, the Agent's knowledge updates. Remove a Place, and the Agent loses access to that knowledge starting with its very next message. Add it back, and the knowledge is there again right away. There's no waiting and no re-publishing.

This makes testing fast. You can keep extra knowledge in its own Place and switch it on or off to see how your Agent responds. It also works well for seasonal or special-occasion content: assign it when you need it, unassign it when you don't.

The "Agent Places" page where Places are assigned to an Agent, showing the list of available Places with toggles or checkboxes to assign or unassign them.

Good to Know

Your Agent uses only the Resources in the Places assigned to it. Knowledge in unassigned Places is invisible to it.
This knowledge is shared across every Conversation, so keep personal guest data out of it.
Website and Reviews Resources refresh automatically. Document and Markdown Resources change only when you update them.
Assigning and unassigning Places takes effect instantly, on the Agent's next message.

What's Next

Now that you know how Places and Resources fit together, you're ready to put them to work:

Creating and Managing Places -- the hands-on guide to creating, editing, and organizing Places
Creating Your First Agent -- set up an Agent and give it knowledge end to end
Adding a Website Resource -- pull in a web page that refreshes automatically
Adding Document and Markdown Resources -- upload files or write knowledge directly