Summary: Allin uses uploaded documents and website URLs as its factual knowledge base for answering guest questions. This article explains how to upload PDFs and add URLs, along with best practices to ensure Allin can read and use your content effectively.
Permissions Required: Brand Admin (for brand-level content) or Location Admin (for location-level content)
How It Works
Allin's knowledge base is built from two types of content:
PDF documents — Text files you upload directly through the AI Settings interface.
Website URLs — Links to publicly accessible web pages that Allin will scrape, summarise, and store.
Content can be added at both Brand level (applies across all properties) and Location level (applies to a specific property). When there is conflicting information, location-level content takes priority.
⚠️ Warning: Location level contents take priority when there is conflict information between Location and Brand.
Steps to Upload PDF Documents
Go to Settings in the left-hand side menu.
Click on the Location or Brand tab and select the relevant property.
Open the AI Settings tab.
Click + Add Resource button.
Click Upload document and select your PDF file.
Wait for the file to finish processing before uploading another.
💡 PDF Best Practices
Use plain text ONLY — PDFs must contain simple, readable text. Do not include tables, images, or complex formatting as Allin cannot read these.
Label content clearly — Each paragraph should clearly identify what the information is about (e.g. start with the venue name, the policy name, or the service type).
Use separate documents for different topics — For example, create individual files for Experiences, Hotel Policies, Brand History, and Loyalty Programme information.
Keep content up to date — Remove or update documents when information changes (e.g. seasonal events, limited-time offers).
File size limit — Each document cannot exceed 5MB.
Do not use PDFs for behavioural instructions — Instructions about tone of voice or how to respond to specific guest messages belong in the Context Box, not in uploaded documents.
Steps to Add Website URLs
Go to Settings in the left-hand side menu.
Click on the Location or Brand tab and select the relevant property.
Open the AI Settings tab.
Click + Add Resource button.
Click + Import URL button.
Enter the URL of the website you want Allin to learn from. You can add a single URL or a list.
Click Import. Allin will scrape each page, summarise the content, and store it as a PDF in the Allin resources section once processed.
URL Best Practices and Limitations
Only publicly accessible pages work — URLs behind passwords or logins will not be processed.
Only HTML web pages are supported — PDFs or other file types linked via URL will not be processed.
Use relevant URLs — Only add pages directly useful to guests, such as your hotel website's dining page, FAQs page, or amenities page.
Add context in the Context Box — When adding a URL for a nearby attraction, also add a note in the Location Context Box explaining why it is relevant so Allin understands how to use the information.
Common Questions
Q: Is there a limit to how many documents I can upload?
A: There is currently no limit on the number of documents, but each individual file cannot exceed 5MB.
Q: What is the difference between the Context Box and document uploads?
A: The Context Box tells Allin how to respond (tone, rules, behaviour). Document uploads and URLs give Allin what to respond with (factual information like menus, opening hours, and policies).
Q: Can I upload documents at both brand and location level?
A: Yes. Brand-level documents provide general information across all properties (e.g. loyalty programme details). Location-level documents provide property-specific information (e.g. on-site dining menus). Location-level content takes priority when there is a conflict.
Q: How do I know if a URL has been processed?
A: Once processed, the scraped content will appear as a document in the Documents section of AI Settings.