How to set up FH Agent

  • Updated

It's important to set up your FH Agent in a way that reflects your business information and responds accurately to guest questions.

FH Agent relies on the following as primary sources of information:

  • Assistant instructions
  • Knowledge sources
  • FareHarbor listings

Additional training is often needed for the questions guests ask most often.

This page shows how to review your configuration, add knowledge, and train the AI assistant to improve responses over time.

Review assistant instructions

To review assistant instructions:

  1. Log in to your FareHarbor Dashboard.
  2. Navigate to Settings > Communications > FH Agent.
  3. Open your workspace.
  4. Open the AI instructions tab and open the instructions page.
  5. Confirm the instructions define:
    • Tone
    • Supported topics
    • Escalation rules
    • How the assistant should respond when it is unsure (i.e. fallback rules)
  6. Update the instructions to:
    • Match your business voice.
    • Ensure FH Agent does not respond outside its intended scope.

Add and review knowledge

To ensure FH Agent responses are accurate and cover as much ground as possible:

  • Add information such as check-in times, late arrival policy, seasonal notes, and group booking guidance.
  • Add contact details for urgent details.
  • Identify questions not fully answered by FareHarbor listings but may still matter to guests.
  • Add FAQs for common guest questions like:
    • Where to meet
    • Is parking available?
    • What to bring
    • Whether children are allowed
    • Wheelchair accessibility

Note: Avoid conflicting answers for the same question.

Confirm all answers align with your FareHarbor policies.

Learn more about training your FH Agent using integrations.

Confirm channels and handoff settings

To confirm channels and handoff settings:

  1. Log in to the FareHarbor Dashboard.
  2. Navigate to Settings > Communications > FH Agent.
  3. Open your FH Agent workspace > go to Channels.
  4. Review which communication channels are active.
  5. Confirm what happens when the assistant needs to escalate a conversation.
  6. Verify that:
    • Guests can reach your team when required.
    • Handoff contact details are accurate.

Learn more about AI-automated human handoffs.

Improve responses over time

To improve FH Agent responses over time:

  1. Review conversations where responses were unclear or incorrect.
  2. Identify missing, ambiguous, or conflicting information.
  3. Update FAQs, business information, or AI training instructions.
  4. Repeat this process regularly to improve accuracy and reduce escalations.

FH Agent best practices

FH Agent performs best when your data and training are accurate and consistent.

These best practices improve response quality and reduce unnecessary handoff to your staff:

  • Keep FareHarbor listings accurate: Ensure descriptions, pricing, availability, and policies are up to date.
  • Add knowledge for common questions: Provide answers for questions not covered in listings, such as logistics and policies.
  • Review conversations regularly: Look for patterns such as incorrect answers, repeated questions, or unnecessary escalation.
  • Use handoff for sensitive topics: Escalate requests such as refunds, complaints, or exceptions.
  • Enable only the booking actions you want: Control how much of the booking process the assistant handles.