What your AI answers from
The assistant does not know your business. It knows the documents you have given it, and it is built to refuse anything outside them — which is the only reason it is safe to put in front of a buyer unsupervised.
That design decision has a consequence people meet in week two: the quality of every answer is the quality of what you uploaded.
Why it refuses to guess
A general-purpose chatbot asked “is the 3BHK still available?” will produce a confident, plausible, completely invented answer. In property that is not an embarrassment, it is a misrepresentation made by your business in writing.
So Vesma answers only from approved material. Where the documents are silent it says it will confirm with your team and, depending on the question, hands the conversation over. It will not state an approval that is not evidenced, guarantee a possession date beyond what the brochure says, make appreciation claims, or negotiate a price.
The practical read: a gap in your documents becomes a handover, not a wrong answer. That is the trade you are making, and it is the right way round.
What to upload first
In rough order of how often customers ask about them, and therefore of how much each one buys you:
Which files are actually read
Text is extracted and indexed from these:
Anything else is rejected at upload rather than accepted and silently ignored — a file that looks uploaded but answers nothing is worse than a clear refusal.
Why a floor plan is stored but never quoted
Images — .jpg, .jpeg, .png — are stored and can be sent to a customer, but they are never indexed. A floor plan or a brochure photograph carries no extractable text, so there is nothing for the assistant to answer from.
Uploading them is entirely legitimate and useful: the assistant can share the file. Expecting it to read a price off a photograph of a price list is the mistake. If your rate card only exists as an image, retype the numbers into a spreadsheet or a text file as well.
The failure that looks like a bug and is not
The most common support question in this area is some version of “the AI quoted the old price.” It almost always did exactly what it was built to do: it read the document that was there.
Because answers are grounded strictly in your material, an out-of-date document produces an out-of-date answer with complete confidence. Replace price sheets, possession timelines, registration numbers and certificates in the knowledge base the day they change — not the week you notice.
Nothing warns you that a document has gone stale. There is no expiry date on an upload and no nudge. Until there is, treat the knowledge base as something with an owner and a review date, the way you would treat a published price list — because to your customers, that is exactly what it is.
FAQs beat documents for the top questions
For the ten questions you are asked constantly, a short written FAQ answer beats a sixty-page brochure. The brochure contains the answer somewhere; the FAQ is the answer, in your words, phrased the way you would phrase it.
Write them as the customer asks them, not as you would title them internally. “Do you work in Mumbai?” rather than “Service coverage area.”
Give it an hour, once
Upload the price list, the brochure and the payment schedule, and most of what your team retypes every day stops being their job.