What this page is for
The concierge chat answers guest questions on your booking website. Here you read the chats: the questions guests have, which listing they were looking at, and whether the answer came from AI or from the standard answers. Use them to improve your listing descriptions and your information pages.
Who can use it
Read concierge chats (by default Admin, Sales and Front desk).
How to review chats
- Open Concierge chats from the booking platform menu. The newest chats are first.
- Select the date to open a chat and read every message.
- When guests ask the same question often, add the answer to the listing description or to an information page (Website, Pages). The concierge uses those pages for its answers.
Fields and columns
| Column | Meaning |
|---|---|
| Last message | When the guest last wrote. |
| First question | The first thing the guest asked. |
| Listing | The listing page the guest was on, if any. |
| Messages | Messages from both sides. |
| Answered by | AI, or Standard answers when no AI connection answered. |
Statuses and automation
- With an AI connection, the concierge answers from your listings, house rules, cancellation policy, contact details and published pages. It never makes up prices: a price is only given when the guest gives dates, and it comes from the booking engine.
- Without AI, it answers from the best matching page, gives the live price for dates, or points to matching places and your contact details.
- Chats older than the retention days are deleted every night.
- Each visitor can send up to 30 messages an hour.
Settings that change this page
Modules, AI concierge, Settings: home match on or off, concierge chat on or off, concierge name, greeting, and how many days to keep chats. AI features: which AI connection answers.
FAQs
Can I reply to a guest here? No. The chat is self-service. Guests who need a person are pointed to the enquiry form and your contact details.
Does the concierge see guest payment details? No. It only sees your published information and the chat itself, and it tells guests not to share card details.
Troubleshooting
| Problem | What to do |
|---|---|
| Answers are generic | Connect an AI service under AI connections, and check the Concierge chat feature is On under AI features. |
| An answer was wrong | Correct the listing or page it came from. The concierge only repeats your information. |
| No chats appear | Check the Concierge chat setting is on and that the booking website is live. |