Knowledge Setup
Before enabling Autopilot, you must complete the Knowledge Setup. This ensures Autopilot has the right information to accurately and automatically respond to guest messages.
Please complete all applicable steps below before moving on.
Step 1: Upload Documents (Optional)
Upload any documents that contain important operational or property-related information.
👉 Go to: EnsoAI > Sandbox and select Tech your AI mode. Remember to select the listing the information will apply to and the hit the + to upload a file.
What to upload
Operational guidelines
Examples: policies, standard operating procedures (SOPs), escalation guides, internal workflows.Listing-specific details
Examples: property lists with addresses, Wi-Fi details, amenities, access instructions, and other relevant listing information.
These documents help Autopilot better understand your business rules and property context.
💡 No documents yet? You can skip this step and move on to Step 2.
Step 2: Complete Global Policies
Define how guest inquiries should be handled across your entire account.
👉 Go to: EnsoAI > Policies
What to do
Fill in all Global Policies.
Optional: Add more specific policies at the Listing Group or individual Listing level if different rules apply.
✅ Completing Global Policies is strongly recommended, as they guide Autopilot’s responses to common guest questions.
Step 3: Complete Knowledge Base Listings
Add and complete listing information in your Knowledge Base.
👉 Go to: EnsoAI > Knowledge Base > Click on a listing
Best practices
Ensure each Listing includes accurate and up-to-date information.
If you manage many listings, complete one Listing Group at a time before moving on to the next.
This ensures Autopilot has the correct listing-specific context when responding to guests.
Enable Autopilot
Once your Knowledge Setup is complete, you’re ready to turn on Autopilot.
To start answering guest messages automatically, you’ll need:
✅ At least one Topic enabled
✅ At least one Listing Group enabled
Step 1: Enable Topics
Enable the Topics you want Autopilot to respond to.
👉 Go to: EnsoAI > Autopilot > Topics
Topics define which types of guest questions Autopilot is allowed to answer automatically.
Step 2: Enable Listing Groups
Choose where Autopilot should be active.
👉 Go to: Enso AI > Autopilot > Listing Groups
What happens next
Select and enable the Listing Groups.
Once enabled, Autopilot will begin answering guest messages for the selected Topics and Listing Groups using your Knowledge Base content.