The AI Chatbot Explained

The AI Chatbot turns your Touch Stay guidebook into a smart, instant Q&A assistant for your guests and now includes the brand-new AI Chatbot Insights Dashboard inside Message Hub.

Guests can ask quick, property-specific questions like “What’s the Wi-Fi password?” or “Where’s the nearest restaurant?” and get instant, accurate answers based on your guide content.

The Insights Dashboard shows you how guests interact with the chatbot, including chat history, feedback (👍 or 👎), and sentiment, so you can spot missing details, unclear instructions, or even on-site issues to fix.

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AI Chatbot Overview

The AI Chatbot sits directly inside your guidebook. Guests simply click the Chat button to start asking questions, and the chatbot answers 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

  1. Log in to your Touch Stay account.
  2. Go to Settings → Preferences.
  3. Toggle the AI Chatbot option to Enabled.
  4. You’ll see a short pop-up explaining the Beta status, click Confirm.

Once activated, the chatbot will automatically appear in your live guidebook.

No setup required, it uses your existing content straight away!

How Guests Use the Chatbot

  • Guests open your guidebook and tap the Chat icon.
  • They type questions such as “What time is check-out?” or “How do I use the oven?”
  • The chatbot instantly replies with the right information from your guide content.
  • Guests can react with 👍 or 👎 to rate the answer.
  • If they select 👎, they’ll see a short feedback form:

What was the issue?

    • 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 (NEW)

Found in the Message Hub → AI Chatbot tab, this dashboard 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.
    • Question: Asking for information or clarification
    • Request: Asking for an action (e.g., “Can I get early check-in?”)
    • 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

  1. 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, such as “Issue” or “Question”
  2. 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, arrival date, and check-in date, it means the chatbot was accessed through an invitation link, either created manually in Message Hub or automatically generated via one of our PMS integrations.
    • If the conversation shows Anonymous User, it means 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 your AI Chatbot Conversations Report, 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 directly in the Content Hub.
  • Add customisations for property-specific details.

💬 Note: After you update content in the Content Hub, the AI Chatbot will refresh automatically once the new information is re-indexed.

This usually takes around 10 minutes, but in some cases, it can take up to 1 hour for changes to appear in chatbot answers.

If updates still don’t appear after an hour, try refreshing your guide or report it from your Settings page → AI Chatbot  → Report bugs here.

FAQs

What types of questions can the chatbot answer?

Only property-related ones, such as check-in instructions, Wi-Fi details, or local recommendations, are included in your guide.

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?

Currently available for all templates.

What languages does the AI Chatbot support?

The AI Chatbot can reply in any language

It automatically responds in the same language as your guidebook is written in or the one your guest uses when asking their question.

How long does it take for the AI Chatbot to update after I change my guide content?

After you update content in the Content Hub, the AI Chatbot will automatically refresh once the new information is re-indexed.

This usually takes around 10 minutes, but sometimes it can take up to 1 hour for changes to appear in chatbot answers.

If updates still don’t show after an hour, try refreshing your guide or go to Settings → AI Chatbot → Report bugs here to let our team know.

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?

If you get stuck, please reach out. We’ll be happy to help!

📧 support@touchstay.com

Or send us a ticket directly from your Touch Stay account.

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