The library

• Checked by a person. An entry governs a guest message only once an authorised person has confirmed it. Every entry in this public edition is verified.
• Gaps become entries. Where no entry exists yet, the agent answers carefully, logs the answer as unverified, and proposes the entry for a person to confirm.
• Wrong lines are kept, not forgotten. A line that was wrong, or that a newer decision replaced, keeps its wording in the library so the agent recognises it and refuses it.

Every entry carries a short code, so the agents and the message log can point at it exactly. The letters say what kind of entry it is; the number is its place in the list.

• F a fact the agents rely on
• PR a price
• R a rule
• PB a playbook: a workflow with steps
• K a note on how the library itself works

• Company, then property. A company entry applies everywhere unless a property entry overrides it. Air conditioning that heats the bedrooms is company-wide; how to switch the hot water on is per property. This public edition shows the company-wide entries.
• What it is about. The property, the guest journey (with its upsell branch), money, operations, channels and systems, and governance. Every entry sits in exactly one branch.
• Playbooks read entries. A trigger, then steps, then branches. Each step names the entry it reads, so the same playbook gives a different answer at a different property.
• The tree is the agent's route. Scope first, category second, then the playbook, then the entries it reads.

• Lookup first. Where a verified entry covers the situation, it governs the message and the message carries its identifier in the log.
• Latitude, not a straitjacket. Every entry says how far the agent may vary without asking: wording freely, figures never. Beyond that limit, or on money, regulation and company policy, the agent asks.
• No entry, no freeze. Where nothing is written yet, the agent answers as it always has and the sentence is logged as unverified. On a sensitive topic it holds and says it will check.
• Property before company. A property entry wins over the company entry with the same title, and a property fact is never borrowed from another property.
• Tested against example conversations. Each playbook lists example messages and the route they must take; when an entry changes, they run again.

Nothing changes by being typed. An agent or a person proposes a new entry or an edit, with the old and new text side by side. An authorised person decides, and only a confirmed change governs a message.