How to set up FareHarbor Agent

This feature is currently only available for selected FareHarbor clients.

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

FareHarbor 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 configure, add knowledge, and train the AI assistant to improve responses over time.

Once this fundamental configuration is finished, we recommend moving onto:

• Connect communication channels
• Configure handoff settings

Train your FareHarbor Agent

To train your FareHarbor Agent:

1. Log in to your FareHarbor Dashboard.
2. Navigate to Settings > Communication > FH Agent.
3. Open your workspace.
4. Go to AI Training via the options on the left-hand side.

5. Select Knowledge to open the instructions page.

   

6. Confirm the instructions define:
   • Tone
   • Supported topics
   • Escalation rules
   • How the assistant should respond when it is unsure (i.e. fallback rules)
7. Update the instructions to:
   • Match your business voice.
   • Ensure FareHarbor Agent does not respond outside its intended scope.

Below is an example of defined FH Agent instructions:

Add and review knowledge

To ensure FareHarbor 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 FareHarbor Agent using integrations.

Next setup steps

To finalize your FareHarbor Agent setup, you need to connect communication channels and configure handoff settings.

• Communication channels determine where guests interact with FareHarbor Agent. 
• Handoff settings determine what happens when the AI assistant cannot resolve a request. 

Both must be configured together to ensure guests can reach your business and receive support when needed.

Follow the steps in these help pages to finalize your FareHarbor Agent setup:

• Connect communication channels
• Configure handoff settings

Improve responses over time

Once your FareHarbor Agent is up-and-running, you can use conversation data to continuously improve its functionality.

To improve FareHarbor 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.

FareHarbor Agent best practices

FareHarbor 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.