---
title: How can I customize and update the Concierge information?
description: If you already have our virtual assistant Concierge at your Hotel and you want to add more information or edit its response tone, this article will help you.
---

[Skip to content](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-customize-and-update-the-concierge-information#main-content)

- [English](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-customize-and-update-the-concierge-information)
- [Español](https://soporte.myhotel.cl/es/base-conocimientos/cómo-puedo-personalizar-y-actualizar-la-información-de-concierge)
- [Português - Brasil](https://soporte.myhotel.cl/pt-br/base-conocimientos/como-posso-personalizar-e-atualizar-as-informações-do-concierge)

English

Show submenu for translations

![](https://soporte.myhotel.cl/hs-fs/hubfs/Logo%20myhotel%20a%20color.png?width=399&height=100&name=Logo%20myhotel%20a%20color.png)

- Products
  
  Show submenu for Products

    - [Guest Satisfaction Surveys](https://www.myhotel.cl/en/guest-satisfaction-surveys-for-hotels/)
    - [Online Reputation Management](https://www.myhotel.cl/en/hotel-reputation-management/)
    - [Auto Case Management](https://www.myhotel.cl/en/auto-case-management-for-hotels/)
    - [Virtual Assistant](https://www.myhotel.cl/en/ai-virtual-assistant-for-hotels/)
- Company
  
  Show submenu for Company

    - [About Us](https://www.myhotel.cl/en/about-us/)
    - [Succes Stories](https://www.myhotel.cl/en/clients/)
    - [Referral Program](https://www.myhotel.cl/en/referral-program/)
    - [Partnerships](https://www.myhotel.cl/en/partnership-en/)
    - [Work with us](https://www.myhotel.cl/en/jobs/)
- Resources
  
  Show submenu for Resources

    - [eBooks](https://www.myhotel.cl/en/ebooks/)
- [Blog](https://www.myhotel.cl/en/blog-3/)

Open main navigation

Close main navigation

- Products
  
  Show submenu for Products

    - [Guest Satisfaction Surveys](https://www.myhotel.cl/en/guest-satisfaction-surveys-for-hotels/)
    - [Online Reputation Management](https://www.myhotel.cl/en/hotel-reputation-management/)
    - [Auto Case Management](https://www.myhotel.cl/en/auto-case-management-for-hotels/)
    - [Virtual Assistant](https://www.myhotel.cl/en/ai-virtual-assistant-for-hotels/)
- Company
  
  Show submenu for Company

    - [About Us](https://www.myhotel.cl/en/about-us/)
    - [Succes Stories](https://www.myhotel.cl/en/clients/)
    - [Referral Program](https://www.myhotel.cl/en/referral-program/)
    - [Partnerships](https://www.myhotel.cl/en/partnership-en/)
    - [Work with us](https://www.myhotel.cl/en/jobs/)
- Resources
  
  Show submenu for Resources

    - [eBooks](https://www.myhotel.cl/en/ebooks/)
- [Blog](https://www.myhotel.cl/en/blog-3/)
- - [English](https://soporte.myhotel.cl/en/base-conocimientos/how-can-i-customize-and-update-the-concierge-information)
    - [Español](https://soporte.myhotel.cl/es/base-conocimientos/cómo-puedo-personalizar-y-actualizar-la-información-de-concierge)
    - [Português - Brasil](https://soporte.myhotel.cl/pt-br/base-conocimientos/como-posso-personalizar-e-atualizar-as-informações-do-concierge)

  English
  
  Show submenu for translations
- [Go to my account](https://fidelity.myhotel.cl/login)

[Go to my account](https://fidelity.myhotel.cl/login)

 How can we help you today?

- There are no suggestions because the search field is empty.

1. [Knowledge Base](https://soporte.myhotel.cl/en/base-conocimientos?hsLang=en)
2. [Manuals and Articles](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en)
3. [🤖 Concierge](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#concierge)

# How can I customize and update the Concierge information?

## If you already have our virtual assistant Concierge at your Hotel and you want to add more information or edit its response tone, this article will help you.

**This feature is available for users with the Administrator role.**

 

If your Hotel already has Concierge and you need to make some adjustments, you must go to your user menu and choose the "Product Config" option:

 

![](https://soporte.myhotel.cl/hs-fs/hubfs/image-png-Mar-06-2026-09-06-25-9101-PM.png?width=323&height=501&name=image-png-Mar-06-2026-09-06-25-9101-PM.png)

 

Once this is done, you will see how the Fidelity menu on the left side of the screen changes; here you must choose the Concierge module:

 

![](https://soporte.myhotel.cl/hs-fs/hubfs/image-png-Mar-06-2026-09-07-07-4986-PM.png?width=212&height=242&name=image-png-Mar-06-2026-09-07-07-4986-PM.png)

 

In the Concierge configuration, you will see 4 different tabs.

 

### **General**

In this tab you will have access to your hotel's active Concierge WhatsApp line; you can copy the number and send a message from Concierge to any phone number. The QR code will also be available for download.

 

**![](https://soporte.myhotel.cl/hs-fs/hubfs/image-png-Mar-06-2026-09-07-58-2998-PM.png?width=670&height=297&name=image-png-Mar-06-2026-09-07-58-2998-PM.png)**

 

### **Personality**

In this section, you can edit the **Concierge Identity** at your Hotel by assigning a Name and Job Title.

You can also choose the **Communication Style** between the two available options and the use of emojis.

On the right side, you can see a preview of the changes made.

💡Remember to save the changes made.

 

![](https://soporte.myhotel.cl/hs-fs/hubfs/image-png-Mar-06-2026-09-09-57-8383-PM.png?width=670&height=297&name=image-png-Mar-06-2026-09-09-57-8383-PM.png)

 

### **Knowledge**

In this section, you can enter and update your Hotel information.

Fidelity offers several areas:

- General Information
- Rooms
- Reservations
- Payments and billing
- Stay policies
- Connectivity and technology
- Food and beverages
- General services
- Access, parking, and transportation
- Wellness and recreation
- Events
- Activities and experiences
- Inclusion and sustainability
- Safety and emergencies
- Tourist information
- Additional information

 

Within each **Area**, several **Topics** can be created, which will be displayed as fields that organize the received information.

![](https://soporte.myhotel.cl/hs-fs/hubfs/image-png-Mar-06-2026-09-14-27-4895-PM.png?width=670&height=425&name=image-png-Mar-06-2026-09-14-27-4895-PM.png)

 

The information can be uploaded manually by writing within each Area - Topic; if a Topic is missing within an area, it is possible to create it using the "Create new topic" button:

![](https://soporte.myhotel.cl/hs-fs/hubfs/image-png-Mar-06-2026-09-15-25-5460-PM.png?width=670&height=132&name=image-png-Mar-06-2026-09-15-25-5460-PM.png)

 

To upload a PDF or a URL, you must click on the "Upload document" button. When uploading a document, you can do it in three ways:

- **File:** The PDF will be analyzed and the information will be uploaded.
- **Resource:** The PDF will be sent directly to guests. For example, a menu.
- **URL:** When uploading a URL, all available information will be read. This can then be edited.

 

![](https://soporte.myhotel.cl/hs-fs/hubfs/image-png-Mar-06-2026-09-16-57-9391-PM.png?width=670&height=121&name=image-png-Mar-06-2026-09-16-57-9391-PM.png)

 

You can manage your uploaded documents from "Files and resources" at the end of the area list.

In this section, you will see all uploaded files, organized in a table showing the type, name, description, who uploaded the information, the upload date, and actions (View file or delete).

 

### **Campaigns**

By having Concierge active, you can activate campaigns that will allow you to send messages to your guests before check-in or a welcome message at the time of check-in.

Each campaign allows you to configure a message template, when the message is sent, and at what time; on the right side, you will have a preview and you can also send yourself a test message.

To activate campaigns, it is necessary to have active WhatsApp Bundles; we recommend consulting with your [**Customer Success Executive**](https://fidelity.myhotel.cl/contact-executive).

 

 

- [Manuals and Articles](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#main-content)

    - [Users and alerts](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#users-and-alerts)
    - [Online](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#online)
    - [Surveys](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#surveys)
    - [Desk](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#desk)
    - [Sentiment (Semantic)](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#sentiment-semantic)
    - [🤖 Concierge](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#concierge)
    - [API](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#api)
    - [🎓 Trainings and sessions](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#trainings-and-sessions)
    - [Platform operation](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#platform-operation)
    - [Policies and protocols](https://soporte.myhotel.cl/en/base-conocimientos/manuals-and-articles?hsLang=en#policies-and-protocols)
- [Fidelity Glossary](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#main-content)

    - [A](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#a)
    - [C](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#c)
    - [D](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#d)
    - [E](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#e)
    - [F](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#f)
    - [G](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#g)
    - [I](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#i)
    - [M](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#m)
    - [N](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#n)
    - [O](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#o)
    - [P](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#p)
    - [R](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#r)
    - [S](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#s)
    - [T](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#t)
    - [U](https://soporte.myhotel.cl/en/base-conocimientos/fidelity-glossary?hsLang=en#u)
- [Templates](https://soporte.myhotel.cl/en/base-conocimientos/templates?hsLang=en)
- [Guides](https://soporte.myhotel.cl/en/base-conocimientos/guides?hsLang=en#main-content)

    - [Digital Marketing for hotels](https://soporte.myhotel.cl/en/base-conocimientos/guides?hsLang=en#digital-marketing-for-hotels)
    - [Reputation and Guest Experience](https://soporte.myhotel.cl/en/base-conocimientos/guides?hsLang=en#reputation-and-guest-experience)
    - [Hotel Management and Operations](https://soporte.myhotel.cl/en/base-conocimientos/guides?hsLang=en#hotel-management-and-operations)
- [Finance](https://soporte.myhotel.cl/en/base-conocimientos/finance?hsLang=en#main-content)

    - [🤔 Frequently Asked Questions (FAQ)](https://soporte.myhotel.cl/en/base-conocimientos/finance?hsLang=en#frequently-asked-questions-faq)
    - [📚 Manuals](https://soporte.myhotel.cl/en/base-conocimientos/finance?hsLang=en#manuals)

[![Chill listening crop-3](https://soporte.myhotel.cl/hs-fs/hubfs/logotipo-myhotel@2x.png?width=100&height=45&name=logotipo-myhotel@2x.png "Chill listening crop-3")](http://myhotel.cl)

Help Center

Copyright © 2026, myHotel