Your assistant uses your properties to work out which building a caller means. One property is enough to start. You can add the rest whenever you like.
Why your properties matter
Doorkeep does not answer in the abstract. On every call the assistant has the name and address of each property on file, so it can confirm which building the caller is at.
A caller at a twelve unit building should not be mixed up with a different building across town.
If you manage one property this takes a couple of minutes. If you manage twenty, start with the one that generates the most calls and add the others as you go. The assistant does not need your whole portfolio loaded to be useful.
Add a property
Open the Properties page and click New Property.
Fill in Property Name, Property Type, and the address: Street Address, City, State, and Zip Code.
Create the property, then add its units from the property's page with Add Units.
Pick the property type that matches the building. For a single-family home with no units on file, the assistant does not ask the caller for a unit number.
Where the details go
The property record holds the name, address, type, and units. What the assistant can tell a caller about a building, like parking, laundry, trash day, or which entrance to use, goes on the Knowledge page as facts. When you add a fact, choose the property under Applies to. New facts land in review, and nothing reaches a call until you turn it on.
Where something is, like a shutoff valve, goes in Situation notes instead.
A useful test: if a new hire answered your phone on their first day, what would you want written on the card in front of them? That is what belongs on the Knowledge page.
What the assistant passes to you instead
A few topics always go to you, even when a fact covers them: pets and animals, lease terms, money (rent, fees, deposits, and anything owed), and legal questions and disputes. On the Knowledge page, facts on these topics are marked Goes to you.
That is deliberate, not a gap. Those are where a confident wrong answer costs you the most. A misquoted fee, an outdated pet rule, or a lease term explained slightly wrong stops being a bad phone call and becomes a Fair Housing or contract problem. So the assistant does not answer, takes a message, and sends the question to you with the detail intact.
It is still worth keeping those facts on the Knowledge page so the information lives in one place for your team. They just do not get read aloud.
What not to put in
Facts are written to be spoken to whoever is on the phone. Assume anything you add can be read aloud to someone who says they live at the property and may or may not.
Leave out gate and door codes, master key locations, vacant unit numbers, staff home numbers, and anything about a specific resident. If you would not want it said to a stranger, it does not belong there.
After you add it
Call your own number and ask about something you just turned on. If the assistant answers the way you would have, the fact is doing its job. If it does not know, check that the fact is turned on and applies to that property.
See Make test calls before you go live for what else is worth checking.