AI Chat & Staff Knowledge Base

AI Chat (/admin/ai-chat)

The internal staff assistant. Ask it operational questions in any language — "How do I process a move-out?", "What's the late-fee policy?" — and it answers from the Staff Knowledge Base (including this guide). You have one chat with the assistant, saved to your staff profile: it picks up where you left off, and it is the same chat as on LINE (below), so a question you asked from your phone is right there in the dashboard. There is no list of conversations and no "New chat"; the assistant looks at your latest messages when it answers.

It only knows what's in the knowledge base, unless you have been given database access (below). If it can't answer, it says so and tells you to ask your manager — it will never guess a policy or a price. Every one of those unanswered questions is recorded automatically in the Unanswered tab, so nobody has to remember to report the gap.

Asking about live data

If an admin has given you AI data access, the assistant can also look things up in the live database — in the dashboard chat and on LINE alike. It reads; it never changes anything. Ask it in plain language, in English or Japanese:

What's available — "What can I offer for July?", "中野で15万円以下、今空いてる？", "anything free at Tokiwadai?" It searches by building, area, neighbourhood, station or room number, in English or Japanese, and handles typos. It lists only rooms a customer could move into — for an occupied room's rent, just ask for it directly.
What something costs — rent, the utility fee, the building maintenance fee, the monthly total and any campaign discount. Just name the building and the room: "what's the rent of ML Meguro 102?". You don't need a slug, and it works for a room that is currently occupied — a full room still has a rent, and staff are entitled to it. (Only don't offer that room to a customer.)
What a room is like — size, layout, floor, bed size, amenities, nearest stations, and how many people it takes. Named the same way: building plus room number, or a slug.
What it costs to move in — "how much to move into Kanda 103 on December 20th?" It runs the same pricing engine a real booking runs, so the deposit and prorated first month match what the customer will actually be invoiced. It needs a real move-in date; the first month is prorated by day.
Who lives somewhere — the anonymous resident mix of a share house (nationalities, ages, occupations), and which rooms are taken, by whom, and until when.

Things worth knowing:

Every figure it gives you comes from the database, not from memory. If it can't look something up, it says so rather than estimating. If a number looks wrong, check the dashboard and tell a manager — don't repeat it to a customer.
"Month-to-month" is not a vacancy. A resident past their contract end with no move-out notice stays indefinitely. The assistant says so explicitly; never promise that room.
"Possibly available" is a guess, not a date. It means a contract is ending with no notice filed. Don't promise it either.
Rent never includes utilities. The assistant always states them separately, and so should you.
Resident details are internal. Names, emails and phone numbers are for you, not for the customer sitting with you. For "what's the house like?", use the anonymous mix.
It cannot see visa status, income, employer, addresses, identity documents, contracts or payment history. Those stay in the dashboard.
Every lookup is recorded against the staff member who asked.

If you don't have access, nothing changes: the assistant answers from the knowledge base as before. Ask an admin — it's granted per person under Settings → Staff members, and the whole feature has a master switch under Settings → Automation.

Asking from LINE

You can also ask the assistant from LINE, using the same Official Account residents message. Your LINE account has to be linked to your staff profile first: message the Official Account once, then ask an admin to open that conversation in the Inbox and choose ⋯ → This is a staff member. From then on:

Your messages are answered from the Staff Knowledge Base and stop appearing in the team inbox — colleagues won't see your questions among resident conversations.
Your LINE questions and their answers go into the same chat you see under AI Chat in the dashboard, so you can carry on from either.
A thread stays together while you're using it and starts fresh after about six hours of silence.
Text only — photos and stickers get a short "please type your question" reply.
If you have AI data access, the availability, pricing and resident lookups above work here too — which is the point of having it on your phone while you're sitting with a customer.

If your LINE isn't linked, nothing changes: your message lands in the inbox like any other. An admin can unlink you any time from Settings → Staff members, which sends your messages back to the inbox.

The whole LINE side is governed by one switch: Settings → Automation → LINE staff assistant. When it's off, every LINE message goes to the inbox as normal, including from linked staff.

Unanswered tab (?tab=gaps)

The assistant's backlog: every question it couldn't answer, newest first. This is where the knowledge base grows from real demand rather than guesswork. It opens on the Status is Pending pill; remove it to see resolved and dismissed questions too.

Times counts how often the same question has been asked. Work the high numbers first — that's what the team actually needs written down.
Source shows whether it was asked on LINE or in the dashboard; Asked by shows who.
Create KB entry opens a new entry with the topic pre-filled and marks the question resolved once you save. Don't create the entry by hand from the KB tab — you'd leave the question sitting in the backlog.
Dismiss is for questions that genuinely don't deserve an entry (one-offs, personal requests, nonsense). They stay counted if asked again but stop being suggested.
If a question is asked again after you resolved it, it reopens automatically — a signal that the entry you wrote didn't actually cover the case. Read the question again and expand the entry rather than re-resolving it.

Knowledge Base tab (?tab=kb)

The Staff Knowledge Base is the assistant's brain: entries for procedures, policies, and this dashboard guide.

Browse & search — the list shows topic, category, a content preview, order, and status. Click a row to read the full entry; use Edit to change it.
Add an entry — + New Entry → topic (phrase it as the question staff would ask), category, and content in plain text/markdown. You can also import a file (PDF, Word, Excel, CSV, text) — its text is extracted into the content field for review before saving.
Active toggle — only Active entries are given to the assistant. Deactivate outdated entries instead of deleting them if unsure.
Sort order — lower numbers appear first in the list. The dashboard guide uses 100–330; keep other entries below 100 or above 400 so the guide stays grouped.
Keep entries focused — several small entries on precise topics beat one giant document, both for browsing and for answer quality. Short entries are given to the assistant in full with every question. Long ones are listed by title and section headings, and the assistant opens one when a question needs it — so a clear topic and clear ## headings are how it finds the answer.

This is the internal KB. The customer-facing knowledge base (which powers the public "Moly" assistant) lives under Content → Knowledge Base — never put internal procedures there.

Staff entries can also come from conversations: Add to KB in the Inbox, OTA Inbox, Reports and move-out channel suggests entries you review and save to the Staff KB.