Under “My Knowledge Base”, a hotel maintains the entries from which CRIS, ReGuest's AI chatbot, writes its answers to guests. If none of CRIS's rules matches a message, CRIS answers from these entries, and a rule with the answer type “AI-generated answer” can also use them. The menu item is under “Sales Intelligence” › “CR:IS” › “My Knowledge Base”.
Entries come about in two ways: the hotel writes them itself, or it imports them from ReGuest, from a website or from a file.
Example: Store the breakfast times for CRIS
Open “Sales Intelligence” › “CR:IS” › “My Knowledge Base” and select the “Knowledge for my guests” tab.
On the left, open the section the breakfast times belong to.
In the header above the list of entries, select “Add entry”. The “Insert new text” dialog opens; its title is preceded by the name of the section.
Under “Internal name”, enter a name, for example “Breakfast times”. The field is mandatory, and the name becomes the title of the entry in the list.
Under “Facility/Hotel”, select the facility the times apply to. Without a facility, the entry applies to questions about every facility.
Under “Language”, select the language, and under “Text”, enter the breakfast times.
Select “Save”.
The entry now appears in the list with the title “Breakfast times”. The section thereby counts as complete, and the page recalculates the completeness of the topic and of the area. As soon as the text has been prepared for the AI search, CRIS uses it for answers to guests in this language.
The pages in detail
“Knowledge for my guests”
This tab shows the hotel's knowledge in a fixed structure of six areas: “Information and Reception”, “Dining and Cuisine”, “Offers and Reservations”, “Billing and Finances”, “Wellness and Leisure” and “Events and Conferences”. Each area is divided into topics and these into sections. ReGuest sets the structure; the hotel does not change it. A section counts as complete as soon as it has an entry. From this the page calculates how complete each topic and each area is.
“Add entry” is in the header above the list of entries and appears only when a section is open on the left. The button opens the “Insert new text” dialog for this section.
An empty section has a switch with “active” and “don't use”. With “don't use”, the section is shown paler, and “Add entry” is locked there.
“Edit” in the menu of an entry opens it for changes. A click on the entry or on one of its language codes does the same.
“Archive” takes an entry out of the knowledge CRIS searches, and “Reactivate” brings it back. No entry is deleted.
“show archived” additionally shows the archived entries. They stand after the active ones, appear dimmed and carry the label “Archived”.
“Assign selected to the following hotel/building...” and “Move selected to the following category...” each open a dialog (below).
“Simulate conversation” opens a preview of the Website Messenger in which CRIS answers, even when it is switched off for guests.
“Assign selected to the following hotel/building...”
This dialog assigns the selected entries to a facility, chosen in the “Facility/Hotel” field.
“Move selected to the following category...”
This dialog moves the selected entries to another section, chosen in the “Category” field.
“Insert new text”
In this dialog an entry is created: “Internal name”, “Facility/Hotel”, “Language” and the “Text” itself. Without “Internal name”, the text cannot be saved. “Save” stores the entry in the open section. “Delete” appears only for a newly added language version that is not yet saved, and only as long as the entry has more than one language version. After a confirmation prompt, it removes this language version from the dialog. “Delete” does not delete the entry itself.
“Edit text”
This is the same dialog for an existing entry. It opens on the tab of the user's language. In addition, under “Number of chatbot responses based on this document”, it shows how often CRIS has answered with the entry, and “Change history” shows the changes to the entry.
For an entry that was imported from a website, the dialog is called “Edit web content”. For an entry from ReGuest it is called “Re:Guest content”, and the text cannot be changed there. For a content snippet from ReGuest, a missing language version can be added there. To do so, under “Select content for...”, select the missing language and then, under “Select snippet”, a content snippet. Its text is added as a new language version, and the “Save” button appears next to “Close”.
“Import Jobs”
This tab lists every import with “Name”, “Language”, “Status”, “Facility/Hotel” and “Creation date”. “Import content” opens the choice of source (below). As long as the page is open, the list shows how far each import has got. At the end it shows the number of imported entries and the number of texts that could not be prepared for the AI search. Such a text is prepared again once, automatically.
An import from a website or from a file stops at the status “Select documents”. Then “Select documents” appears on the job and opens the selection of texts (below). In the drop-down menu next to it, “Cancel & archive task” asks for confirmation first; “Cancel & archive” in the confirmation prompt then cancels the job and archives it.
The choice of source
“Import content” first asks where the texts come from:
“Synchronise contents from Re:Guest” takes over room categories, content snippets or additional services that are already maintained in ReGuest. The additional services are missing for some hotels.
“Import external content from websites and landing pages” reads texts from a website. This choice is locked as long as two website imports are already open.
“Upload document” reads texts from a file.
“Insert content from Re:Guest”
Here the import starts with just a click on one of the cards “Room categories”, “Content snippets” or “Additional services”. The “Additional services” card is missing for some hotels. ReGuest creates an import job immediately and reports that it will be processed shortly. After that only “Close” remains. A card is locked as long as a job of the same kind is not yet complete.
If the hotel later changes one of these contents in ReGuest, the knowledge base pulls in the change every three minutes, but only for a kind that has been imported before. If a room category is archived, it is also archived in the knowledge.
Content from a website
Under “Website url”, enter the address of the website, and under “Primary language”, select a language. “Primary language” is the language of the import: the imported texts are stored in it, and under “Import Jobs” it stands in the “Language” column.
“Entire website” reads the whole website, at most 250 pages. Further pages are skipped. An entire website can be imported only once; after that only through “Website path” or “Targeted Urls”.
File upload
Here the hotel uploads a PDF or Word file (DOCX). One file is possible per upload, and “Primary language” sets the language of the import, as with the import from a website.
The selection of texts
This dialog shows the texts found by an import section by section. With “Accept” and “Discard”, the hotel decides for each text whether it goes into the knowledge base. If “Translate texts” is switched on, the selected texts are translated into all missing hotel languages and then taken over. “Start import” stands on the last section page and, after a confirmation prompt, takes over only the texts for which “Accept” is selected. If an import has found no texts, “Finalise import” appears there instead. The button sets the job to complete and closes the dialog.
Prerequisites
‘My Knowledge Base’ belongs to the CRIS Chatbot licence module.
If the module is licensed, access to it is enabled for specific users through their role. Roles are managed by ReGuest support.
Frequently asked questions
Why does CRIS not use a new entry yet? CRIS uses a text only once it has been prepared for the AI search. For an import, the “Import Jobs” tab shows how far the import has got. A text that could not be prepared is prepared again once, automatically; if that does not help, ReGuest support can help.
Why does CRIS not find an entry? CRIS uses only entries that are not archived, exist in the guest's language and match the facility of the question or are not assigned to any facility. If the question names no facility, CRIS searches in all of them. “Reactivate” brings back an archived entry, and “Assign selected to the following hotel/building...” assigns selected entries to a facility. If the guest's language is missing, after “Edit”, under “Translate...”, select this language. The text is translated automatically and appears as a new tab; “Save” takes it over. For a content snippet from ReGuest, “Select content for...” adds a missing language.
How many entries does CRIS use for an answer? At most ten entries that are sufficiently similar to the question.
Why is “Add entry” not visible or locked? The button appears only when a section is open on the left. It is locked as long as the section is set to “don't use”; the switch set to “active” releases it again.
Why can an entry from ReGuest not be changed? An entry from ReGuest is read-only in the dialog. The content is changed where it is maintained in ReGuest; the knowledge base pulls in the change every three minutes.
Can an entry be deleted? No. An entry is archived and can be reactivated. “Delete” in the dialog removes only a newly added language version that is not yet saved.
As of: 2026-10-30.