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Workflow guide

Support plan for hotels

Answer check-in, amenity, and local questions from your property pages. Refunds, special requests, and complaints go to your front desk.

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What the visitor sees

Questions to test

What the agent answers, and what stays with your team.

Use these questions as test prompts. Each one should be answered from the source under it. Account-specific answers need authentication and a supported connection.

Guest services

Planning sample

Answer from approved sources

  1. 01
    Is breakfast included?Guest FAQ
  2. 02
    How much is overnight parking?Amenities and parking
  3. 03
    Until when can I cancel for free?Cancellation policy.pdf
Boundary

Hand to your team

  • Refunds and booking exceptions
  • Complaints and compensation
  • Accessibility and special requests
For example
Can I get a refund on a non-refundable booking?
Planning guide. The examples on this page help you scope a test. They do not mean every provider, data source, or action is already connected.

Handoff rules

Write down where the agent stops.

When it does, your team sees the whole chat, not a summary.

  1. 01

    A complaint during a stay

    The agent apologizes and hands the chat to the front desk right away.

  2. 02

    An accessibility request

    The agent shares what your accessibility page says, then passes the details to your team to confirm.

  3. 03

    A change to a reservation

    Agents can’t edit bookings, so the agent hands the chat to the front desk.

Not every job belongs to an agent. Emergencies, licensed advice, and decisions nobody has approved stay with people. See the stop conditions

What your team sees

A safer first version

Four steps, one pilot review.

Record a baseline before the test, use the same time window after it, and keep the result tied to your own conversation data.

  1. 01Choose one support job
  2. 02Add approved sources
  3. 03Set action and handoff rules
  4. 04Run a private test

Sample measurement checklist

Pilot review

Pilot review progress: 0/4

Questions before setup

Decide the rules before customers see it.

No. Agents can’t run actions in your booking system. The agent explains your policies and hands changes to the front desk.

Yes. The agent replies in the language the guest writes in, using your sources. Test each language you expect before you publish.

Account-specific lookups and actions in another system need a supported integration and the right permissions. Check the integrations directory before including either in the workflow.

Use real questions with sensitive data removed. Compare each answer with the approved source, test the handoff, and record any missing or incorrect answer before making the agent public.

More workflow guides

Plan another support job.

All solutions

Test one narrow workflow first.

Start with five real questions, remove sensitive data, and compare every answer with the source your team approved.

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