Select a conversation
The name the bot uses, and the name booking emails must match.
Pages the bot may share with a guest — reviews, a video tour, the booking page, house rules.
Whether the bot sends on its own, and how long it waits before the first text.
Numbers must be SMS-capable in your Twilio account (purchased or hosted there). A number Twilio doesn't control will fail to send.
The bubble on this property's website. Same tone, guardrails and property description as SMS — set those under AI, along with the greeting and reply-length rules.
Guests reach you by tapping the WhatsApp button on the websites. Because they always message first, no Meta message templates are needed.
In priority order, for this property. The first person is the one named to a guest when the bot promises a call back — "Raymond will give you a call shortly". Everyone here is alerted; the order decides who is named. Each property has its own list — nobody here is alerted about a guest at another property.
Each person chooses what reaches them, and by which route: the boxes under their email and their mobile. Untick everything for someone to stop alerting them without losing their details.
How the bot sounds for this property. Applies to SMS, website chat and WhatsApp alike.
Every rule the bot must follow at this property. One list, not a base plus an override — there used to be a second "extra rules" box layered on top, and its contents were folded into this field on 28 Sep.
Everything the bot may say about this place: type, bedrooms, amenities, beach distance, check-in/out, house rules, FAQs. If it is not written here the bot will not claim it.
What a visitor sees the moment the bubble opens on this property's site.
How long replies should run and how they should be laid out. SMS length rules are built in; these cover the other two channels.
How this place compares with the others, so the bot can answer "which one suits us?" honestly and point a guest elsewhere when the other one fits better. e.g. "Reina del Sol is a private villa 10 min from the beach; Reina del Mar is a condo 5 min from the Palace resort area. Villa suits big groups; condo suits smaller families."
What the bot does when it does not know, or must not say. This also governs anyone asking for door codes without a booking, so read it before you shorten it.
The guest-facing version of everything below, at its own web address. It reads the same entries and the same appliances, and its Ask Anything box uses the same tone, guardrails and lookup as SMS, so the two channels cannot drift apart. Door codes stay hidden there until a reader enters a phone number that matches a live booking.
Uploads are resized and stored on our own servers, so they keep working after Touch Stay goes. Remember to Save.
Everything a booked guest might ask: arrival, amenities, house rules, the local area, check-out. The bot searches this and answers from it, so anything not written here it will not claim. Entries marked Guests only are withheld unless the caller's phone matches a current or upcoming reservation.
Anything a guest has to operate. Brand and model let the bot be specific; the manual link and the videos are what it hands over when the instructions are not enough.
Ask a question the way a guest would. You see what a confirmed guest gets and what a stranger gets, side by side. This is how you confirm the door codes are withheld, rather than taking my word for it.