Knowledge base
How your packages, services and FAQs feed the agent, and how to write FAQs it answers well.
The agent only knows what you've entered in Flyby. No web search, no guessing: every price, date and policy it tells a customer comes from your catalog. So the quality of your catalog is the quality of its replies.
On the AI agent page, the Knowledge the agent uses card shows how many Active packages, Active services and Active FAQs you have, with a warning if any of them is empty.
The four sources
| Source | The agent uses it to | What it sees |
|---|---|---|
| Packages | Recommend trips and quote prices and dates | Active packages only |
| Services | Visas, flights, hotels, insurance, transfers… | Active services only |
| FAQs | Payment, cancellation, documents, any general question | Active FAQs only |
| Agency profile | Address, phone, about your agency, working hours | Always |
Drafts and stopped items are invisible to the agent
A package that's Draft, Stopped or Archived is invisible to the agent. When a package sells out, stop it instead of leaving it for the agent to recommend.
Packages: exactly what the agent reads
When a customer asks about a trip, the agent searches package titles (Arabic and English), destinations, summary and departure city. When it finds a match, it opens the full details:
- Prices by room type (single, double, triple, quad) and traveller type (adult, child, infant). It picks the room based on the group size and shows the calculation.
- Upcoming open departures and seats left.
- Hotels, itinerary, includes and excludes, and terms.
- Instructions for the AI agent: internal selling notes customers never see, like "highlight how close the hotel is to the Haram".
To help the agent recommend well:
- Write destinations in both Arabic and English if customers use both (e.g. "إسطنبول" and "Istanbul").
- Fill in child and infant prices, or the agent will say a consultant needs to confirm.
- Keep departures and seats up to date. The agent won't offer a past or closed departure.
- Mark your best packages as Featured package: the agent recommends them first.
Services
The agent sees the service name, description, price, processing time, required documents and your notes for it.
- If the pricing is Starting from, it tells the customer it's a starting price.
- If the pricing is On request, it says a consultant will quote it, and won't invent a number.
Writing FAQs the agent answers well
FAQs are the fastest way to cut handoffs. Every recurring customer question without an answer is a conversation that lands on your team.
Start with these:
- Payment methods (cash, bank transfer, InstaPay, card at the branch…)
- Installments and deposits
- Cancellation and refund policy
- Required documents for each trip type
- Visas: timing and requirements (without promising approval)
- How and when a booking is confirmed
- Branch addresses and hours
Example of a good FAQ:
Question: Can I pay in installments?
Answer: Yes, pay 50% upfront and the rest in two installments before departure. Installments are available on Umrah and outbound packages only.
Tips:
- One clear answer with numbers and conditions. "We offer installments" isn't enough; say how much upfront and how many installments.
- Write it the way you want customers to hear it. The agent adapts it to the customer's dialect, so you don't need separate Egyptian and Gulf versions.
- Pick the right category (General, Payment, Cancellation & refunds, Documents, Visas, Booking, Other). It helps the agent find the answer faster.
- Stop a question instead of deleting it if a policy changes temporarily. The agent ignores Stopped questions.
- Review handed-off conversations weekly: if the same question keeps coming up, add it.
FAQ or instruction?
Policies customers ask about (payment, cancellation, documents) belong in FAQs. How to sell and what to recommend ("recommend the economy package first") belongs in Instructions.