Review Before Use
Review before use is the approval step between new content and live agent knowledge.
The agent should not use scraped, imported, or uploaded information until it is approved.
Why it matters for your business
- Save money: prevent wrong answers that create refunds, callbacks, or support work.
- Work faster: approve clean content once and reuse it across calls.
- Standardize service: only approved information becomes part of the Guest experience.
- Delight every Guest: Guests receive reliable answers instead of unverified content.
What can be staged
Staged content may come from:
- website scrape,
- onboarding,
- manual file upload,
- Guesty or PMS listing sync,
- company information,
- FAQs.
Step-by-step in the app
- Open Knowledge base.
- Find content marked as needing review.
- Preview the content.
- Approve accurate content.
- Reject or edit content that is incomplete, outdated, or unsafe.
- Test the agent after approving important information.
Best practices
- Approve information in small batches.
- Use clear titles for categories.
- Reject content that should not be said to a Guest.
- Re-check imported property or listing data before peak seasons.