What it does
Writes from your documents
Policies, menus, SOPs, brand guidelines, compliance rules. The reply cites your actual room service hours instead of apologising in general terms.
Shows its sources
Every generated reply can show the passages it used and the section of the document each came from — so you can check the answer, not just trust it.
Try it before you trust it
Run any of your real reviews, or paste wording of your own, through the exact pipeline the inbox uses. Nothing is saved and nothing is sent.
Corrects what isn't true
When a complaint refers to something you don't offer, it says so politely rather than apologising for a service you never had.
Exact figures or none
Times, prices and limits are quoted word for word and attached to the right service. When it can't tell which, it stays general rather than inventing.
One workspace at a time
Documents belong to the workspace you upload them to, so a hotel's policies never end up answering for the restaurant next door.
How it works
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1
Upload the documents your team already has — policies, menus, scripts, brand guidelines.
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Each one is split into short, labelled passages FeedbackRobot can look up while it writes.
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Try it on a real review, see which passages it used, and fix the document if the answer isn't right.
Inside the product
What it looks like in FeedbackRobot
The difference it makes
A guest writes that room service never turned up. Without your documents, the best any AI can do is a polite non-answer: sorry to hear it, we’ll look into it. It is fine, and it is forgettable.
With your service standards uploaded, the same complaint gets an answer that knows the business: what the hours actually are, what should have happened, and what you do about it when it doesn’t. The customer can tell someone read it.
Without your documents
"We're sorry to hear about your experience with room service. This is not the level of service we aim to provide. Please reach out so we can make it right."
Trained on your documents
"Room service runs 7am to 10pm, so a call at 11pm would have reached the front desk instead — that should have been explained to you at the time, and it wasn't."
What to upload
Whatever you would hand a new employee on their first day.
- Standard operating procedures — hours, policies, what staff may authorise
- Menus with ingredients, allergens and prices
- Customer service scripts and approved language for common complaints
- Brand and tone guidelines, so replies sound like you rather than like software
- Compliance rules about claims that must never be made
Documents with clear headings work best. Each section becomes a separately findable passage, so a question about parking finds the parking section rather than a paragraph that mentions parking in passing.
See what it used
Every reply can show its working. The Knowledge Base page has a Try it on a real review panel: pick one of your own reviews, or paste wording of your own, and generate. Alongside the reply you get the passages it pulled and the section each came from.
That is the difference between hoping the AI read your policy and knowing which paragraph it read. When a reply is weaker than you expected, the sources panel usually shows why — the document doesn’t say what you assumed, or says it somewhere the AI wouldn’t think to look.
Nothing in the simulator is saved to the review or sent to anyone.
Where the training applies
Uploaded documents inform review replies drafted for you and AI resolutions with unhappy customers. They supply the facts; your tone settings supply the voice. You want both.
Documents belong to the workspace you upload them to, so in a group with several venues each one is trained on its own policies.
Frequently asked questions
What is the Knowledge Base?
It is where you upload the documents that describe how your business works — policies, menus, service standards, brand guidelines. FeedbackRobot reads the relevant parts before writing a review reply or handling a resolution, so answers are grounded in your facts rather than generic.
What kinds of document work best?
Anything a new employee would be handed: standard operating procedures, menus with allergens and prices, customer service scripts, tone of voice guidelines, and compliance rules about what must never be said. Documents with clear headings work best, because each section becomes separately findable.
Can I see what it used to write a reply?
Yes. Generate a reply from the Knowledge Base page and it shows the passages it retrieved alongside the reply, naming the document and the section each passage came from.
Can I test it before it goes near a customer?
Yes. Try it on a real review runs one of your own reviews, or any wording you paste in, through the same pipeline the inbox uses. Nothing is saved to the review and nothing is sent.
Will it quote prices and times correctly?
Figures are reproduced word for word from your document and attached to the service they belong to. If it cannot tell which service a figure belongs to, it stays general rather than quoting the wrong one.
Which file formats are supported?
PDF, plain text and Word documents up to 20 MB each. A scanned PDF with no extractable text will fail — run it through OCR or paste the content into a text file instead.
Setup takes 3 minutes. Your agent handles the rest.
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