ℹ️ This article covers the new Hub. On the legacy Hub, the same settings and dashboard are under Message Hub instead of Messaging & Chat.
The AI Chatbot turns your Touch Stay guidebook into a smart, instant Q&A assistant for your guests, and the AI Chatbot Insights Dashboard shows you how guests use it.
Guests can ask quick, property-specific questions like "What's the Wi-Fi password?" or "Where's the nearest restaurant?" and get instant answers based on your guide content.
The Insights Dashboard shows chat history, feedback (👍 or 👎) and sentiment, so you can spot missing details, unclear instructions, or even on-site issues to fix.
Table of contents:
AI Chatbot Overview
The AI Chatbot sits directly inside your guidebook and answers guests instantly using your existing guide content.
Provides instant responses based on your guidebook content and any points of interest you've included.
Focuses only on property-specific queries (like Wi-Fi codes, parking, or local restaurants).
Politely declines unrelated questions, keeping the conversation relevant to your property.
Collects guest feedback via thumbs up/down to help you improve your guide content.
How to Enable the AI Chatbot
Open Messaging & Chat in the left sidebar.
Click Settings.
Scroll down to the AI Chatbot section.
Click Enabled.
Once it's on, the chatbot appears in your live guidebook straight away. No setup is required — it uses your existing content.
ℹ️ The AI Chatbot is included on some plans only. If your plan doesn't include it, this section shows an Upgrade now option instead of the toggle. Team members with the Viewer role can see the setting but can't change it.
⚠️ What guests see if you turn it off: on Guidebook 2.0, the Assistant tab stays but shows your contact details instead of the chat, and guests can no longer report an issue there. On the legacy guidebook design, the chat button disappears completely, and with it the in-guide options to contact you or report an issue.
How Guests Use the Chatbot
Guests open your guidebook and go to the Assistant tab (Guidebook 2.0) or tap the chat button (legacy design).
They type questions such as "What time is check-out?" or "How do I use the oven?"
The chatbot replies with the right information from your guide content, in the language the guest asked in.
Guests can react with 👍 or 👎 to rate the answer.
If they select 👎, they'll see a short feedback form:
It didn't answer my question
The answer isn't detailed enough
It's misleading or incorrect
This feedback helps you understand where your content might need more clarity.
AI Chatbot Insights Dashboard
Open Messaging & Chat → AI Chatbot. The page is titled AI Chatbot conversations reports and gives you a full overview of how guests interact with your AI Chatbot.
What You'll See
Total Chatbot Conversations: The number of individual guest chats started with your AI Chatbot. Each conversation represents a unique guest interaction.
Total guest messages for chatbot: The total number of questions or comments sent by guests within all conversations.
Total answer feedback: Shows how many times guests reacted to chatbot answers with a thumbs up or thumbs down, helping you see how useful they found the responses.
Guest sentiment analysis: Breaks down the emotional tone of guest messages.
Positive: Friendly or appreciative tone (e.g., "Thanks so much!")
Neutral: Straightforward or factual questions (e.g., "What time is check-in?")
Negative: Signs of frustration or confusion (e.g., "That didn't help.")
This helps you quickly spot conversations where guests might have struggled.
Answer Feedback Reactions: Shows how guests rated the chatbot's answers.
👍 Liked answers: Guests found the answer helpful.
👎 Disliked answers: Guests weren't satisfied with the response.
Primary Message Type: Shows what guests are mainly using the chatbot for. Each guest message is given one of 8 types:
Question: Asking for information or clarification
Request: Asking for an action (e.g., "Can I get early check-in?")
Wish/Preference: Sharing a wish or preference
Issue/Problem: Reporting something that isn't right or isn't working
Information Update: Sharing or updating information
Feedback/Reaction: Giving feedback or reacting to an answer
Small Talk: Friendly comments or chatty messages
Irrelevant / Out of Scope: Off-topic questions the chatbot can't answer
💡Tip: Use these insights to update unclear topics, add missing information, or improve instructions in your guide. The more complete your content, the smarter your chatbot becomes!
Viewing Conversations
Click any conversation to open its details.
You'll see the full guest–chatbot message thread, including:
The guest's questions and the chatbot's answers
The guest's sentiment (positive, neutral, or negative)
Any feedback (👍 or 👎)
The message type — one of the 8 types above, such as "Question" or "Issue/Problem"
This helps you quickly identify where guests may have struggled or where your content could be clearer.
💬 Note about guest names and details:
If you see the guest's full name and stay dates, the chatbot was opened from a personal invitation link, created manually (see How to create a guest invitation) or by one of our PMS integrations.
If the conversation shows Anonymous User, the chatbot was used via a Quick Share Link. In this case, guest-specific details (like name or stay dates) won't appear.
Filters in the AI Chatbot Insights Dashboard
At the top of the AI Chatbot conversations reports page, you'll see several filters that help you narrow down what you're viewing:
Guides – choose to view data for all guides or a specific guide.
Date – select the time range you'd like to review (e.g. Last 7 days, Last 30 days).
Message Type – filter conversations by the type of message guests sent (questions, requests, small talk, etc.).
Sentiment – view only conversations with a certain emotional tone (positive, neutral, or negative).
Feedback – show chats based on guest reactions (positive, without reaction, didn't answer question, etc).
Taking Action from Insights
Once you've spotted a recurring issue, you can:
Update your guidebook content.
Add missing property-specific details to the relevant topics.
💬 Note: After you update your content, the AI Chatbot refreshes automatically once the new information is re-indexed. This can take up to around 8 hours. Some answers may reflect your changes sooner, but allow up to 8 hours before assuming something is wrong.
If updates still don't appear after that, report it from Messaging & Chat → Settings → AI Chatbot → Report bugs here.
FAQs
What types of questions can the chatbot answer?
Only property-related ones that are covered in your guide, such as check-in instructions, Wi-Fi details, or local recommendations.
Can I customise the chatbot's responses?
Not yet, it relies entirely on your guide content. Keeping your guide current ensures accurate answers.
Who can use the AI Chatbot?
It's included on some plans. If yours doesn't include it, Messaging & Chat → Settings → AI Chatbot shows an Upgrade now option.
What languages does the AI Chatbot support?
The AI Chatbot can reply in any language. It answers in the language the guest uses for their question, whatever language your guidebook is written in.
How long does it take for the AI Chatbot to update after I change my guide content?
Allow up to around 8 hours for changes to appear in chatbot answers. Some answers may pick up your changes sooner. If they still don't show after that, go to Messaging & Chat → Settings → AI Chatbot → Report bugs here to let our team know.
Is there a limit to how many chatbot conversations a guide can have?
On some plans, yes. The limit is per guidebook and resets with each billing cycle. It counts conversations (guest sessions), not individual questions, so several questions in one visit count once. If a guidebook goes well past its limit, the chatbot pauses for that guidebook until the next billing cycle and guests are pointed to your contact details instead.
Is there a limit during the free trial?
Yes. Free trial accounts have a limited pool of chatbot credits, shared by all your guidebooks. Each question a guest asks uses one credit. You can see how many credits you have left in Messaging & Chat → Settings → AI chatbot. We send a reminder email when you have 10 credits left.
What if the chatbot gives an inaccurate response?
If the chatbot gives an incorrect or incomplete answer, guests can still:
View the full guidebook to find the correct information.
Contact you directly using the built-in contact options in the guide.
Best Practices
✅ Keep your guide content accurate and detailed; the chatbot only knows what's in your guide.
💬 Check your AI Chatbot Insights Dashboard regularly to spot trends.
📈 Use guest feedback to refine instructions and improve the guest experience.
🧠 Remember, small improvements in clarity mean fewer guest questions later!
🤝 Need help?
Our Fin AI assistant is available 24/7 and typically responds in under 10 seconds. If Fin isn't able to solve your issue, our support team will take ownership of your case from there.
You can also reach out to our team at [email protected], and we'll be happy to help.