Set Up Your Chatbot

Quick Setup

Most hotels set messages, bot instruction, and live chat hours in about 7 minutes.

This guide helps you configure chatbot messages, reply behavior, and guest access. Use it when you need consistent guest answers and after-hours handling.

Go to: Communication Hub → Chatbot → Setup

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Quick Reference

Task	Where to click	Result
Set a welcome message	Bot Configuration → Welcome Message	Guests see your greeting first
Set a fallback reply	Bot Configuration → Default Answer	Agent (Pi) can use it when no answer matches
Define the bot’s tone	Bot Configuration → Bot Instruction	Agent (Pi) follows your saved guidance
Choose the answer engine	Advanced Settings → Answer Engine	Switch between RAG and Agent (Pi)
Adjust reply style	Advanced Settings	Controls temperature, token cap, retrieval depth, and grounding mode
Enable Skill Mode	Advanced Settings → Skill Mode	Uses your configured skill for streamed Agent (Pi) replies
Enable guest reservation verification	Widget & Access → Guest reservation verification	Guests identify their stay before chat starts
Run Quick Setup	Quick Setup	Pre-fills messages and tone
Choose chat mode	Widget & Access → Chat mode	AI, live chat, or hybrid
Set live chat hours	Communication Hub → Livechat → Operating Hours	Staff replies only during open windows
Configure guest feedback	Communication Hub → Chatbot → Feedback Settings	Ask guests for a 1–5 chat rating
Create a landing page	Widget & Access → Create Landing Page	Guest link and QR options appear
Update a landing-page name	Widget & Access → Sync Url Name	Matches the landing page with your current merchant name
Customize QR print sheets	Widget & Access → QR Print Template	Room and location sheets use your design
Allow widget domains	Widget & Access → Whitelisted Domains	Widget loads on your websites

Plan Access

• Chatbot setup requires a paid plan.
• Chatbot Setup requires the chatbot_setup:manage permission.
• Free-tier accounts see an upgrade prompt and cannot save changes.

To upgrade, go to Settings → Billing & Subscription.

Before You Start

Confirm these requirements:

• You have permission to manage Chatbot settings
• Your plan includes Chatbot features
• You know the tone you want the bot to use

Configure Bot Messages

1. Go to Communication Hub → Chatbot → Setup

2. Stay on the Bot Configuration tab

3. Update Welcome Message with a short greeting

4. Update Default Answer with a helpful fallback reply

5. Click Save under each card

   ✓ A success message appears after each save.

Set the Bot Instruction

1. In Bot Instruction, describe the tone and rules

2. Press Enter to add a new line for separate rules or examples

3. Click Save

   ✓ The instruction is stored for new chatbot replies.

Test saved chatbot settings

When you save Default Answer, Bot Instruction, language, or Skill Mode settings, AVA uses them for new chatbot requests. Some connected AI flows may still prepare configuration in the background.

1. Save one configuration change.

2. Start a new chat when you test the updated behavior.

3. If the reply still uses older settings, wait briefly and try again.

   ✓ New replies use the latest saved configuration.

Save changes one at a time

Wait for the save confirmation before changing another AI setting. This helps AVA prepare the latest configuration without overlapping changes.

Good instruction examples

“Be concise and friendly. Ask a follow-up question if you are unsure.”

Multi-line instructions

You can paste multi-line instructions with separate rules, examples, or exceptions.

Apply setup prompts to Agent (Pi)

When Answer Engine is Agent (Pi), the Chat Widget sends your saved Bot Instruction, language, and Default Answer to the agent. Use these fields to guide the agent's tone and fallback responses.

This forwarding applies only to Chat Widget Pi-agent traffic. Voice and Request Support Chat behavior remains unchanged.

Understand shared guest message options

Chat Widget and WhatsApp Agent (Pi) replies retain the complete canonical answer. Translated delivery text remains available when translation is enabled. The retired adaptive presentation selector no longer chooses buttons, menus, or images.

Guest sees	What it means
Complete answer	The full agent response remains available
Translated answer	The delivered text uses the guest language when configured
Older rich message	Historical presentation content remains readable when stored

New widget and WhatsApp agent replies are expected to retain complete text. Ask your AVA administrator for help if the complete response or its translation is missing.

Answer booking questions with a configured skill

Agent (Pi) can answer booking questions when your selected skill supports booking lookups. Follow that skill's required details and answer format.

For example, the skill may request the hotel, confirmation number, and arrival date.

Agent (Pi) uses the selected skill and its stored context to answer the guest. Guests can ask a specific follow-up when the skill stores the required booking details.

Ask for a fresh lookup when details change

Guests should provide the new hotel, confirmation number, and arrival date when checking another booking.

Use the complete booking format

Ask guests to provide the hotel, confirmation number, and arrival date in one message. Use the date format YYYY-MM-DD.

Keep RAG answers scoped to the selected hotel

When your chatbot has documents for multiple hotels, AVA identifies the hotel in the question when possible. It then narrows the answer to the matching document source.

Ask guests to name the hotel when a question could apply to more than one property. If AVA cannot identify a matching source, it keeps the configured document scope and default-answer behavior.

Set Advanced Reply Settings

1. Click Advanced Settings in the page header.

2. In Answer Engine, choose RAG or Agent (Pi).

3. Review the Generation section for reply behavior.

4. If you choose RAG, review the Retrieval section.

5. In Retrieval, turn Disable grounding RAG engine on or off.

6. Set values within these ranges:

   • Temperature: 0 to 1
   • Top P: 0 to 1
   • Max Output Tokens: 500 to 3024
   • Retrieval K: 1 to 7

7. If you turn on Disable grounding RAG engine, keep Retrieval K between 1 and 3.

8. Click Save.

   ✓ The modal closes after a successful save.

What these settings control

Lower values keep replies more focused. Higher values add more variety. RAG uses your chatbot documents and retrieval settings. Agent (Pi) hides the RAG-only controls in the modal. Turning on Disable grounding RAG engine prefetches context directly before answering. It uses more tokens, but retrieval is more reliable. When multiple hotel sources are available, AVA can narrow RAG retrieval to the hotel named in the question. The Chat Widget sends Bot Instruction and Default Answer to Agent (Pi) only. These settings affect chatbot replies and connected voice flows.

Use Skill Mode

Use Skill Mode when your GenAI setup should stream responses through Agent (Pi). Streamliner syncs installed skills when the service starts. New or updated skills usually appear after the next deployment.

Skill routing

When Use Skill Mode is on, skill-based chat requests route to Agent (Pi). Agent (Pi) loads the selected skill package and exposes only its configured tools.

1. Click Advanced Settings.

2. Turn on Use Skill Mode.

3. Enter a Skill Name like booking-assistant.

4. Click Save.

   ✓ The setting stays on after you reopen Advanced Settings. ✓ The modal keeps your skill name.

Skill name rules

Your Skill Name must use lowercase letters, numbers, and hyphens only. The field is required when Use Skill Mode is on. Agent (Pi) runs the selected skill behind the scenes.

If a skill does not appear

Ask your admin to restart Streamliner after adding or updating a skill package. If the skill still does not load, confirm the skill name matches the package name exactly.

Use Quick Setup (Optional)

1. Click Quick Setup in the page header
2. Follow the wizard to generate messages and tone
3. Review the results in the fields
4. Click Save on each section you want to keep

Choose a Chat Mode

1. Open the Widget & Access tab

2. Select one mode:

   • AI only
   • Live chat only
   • Hybrid (AI + live chat)

   ✓ The selected mode highlights and takes effect.

Understand Reservation Verification

Some chatbot flows ask guests to verify a stay before sharing room-specific help. AVA uses Checkout-aligned matching and keeps that reservation identity for the chat. When you turn this on, the widget preview shows the identification form and the verified state.

Step	What AVA checks	Result
Room lookup	The guest's room number	AVA finds one active checked-in or due-out reservation for that room
Guest match	The guest's name	AVA returns the matched canonical identity
Linked reservation	A reservation already tied to the chat	AVA skips the extra verification prompt and keeps the saved room
Revalidation	The verified identity from earlier	AVA checks the saved identity without fuzzy matching
Verified chat access	A reservation linked during this conversation	AVA keeps the verified-stay proof for guest-service requests

1. Ask the guest for the room number first.

2. Then ask for the main guest name.

3. Use the same spelling the PMS shows.

4. If the guest is already verified, recheck the stored identity instead of asking again.

5. Keep using the linked reservation until the guest starts a new chat.

   ✓ If the guest already linked a reservation, AVA reuses that reservation identity.

   ✓ Verification follows the same room and name rules as Checkout.

   ✓ After the guest links a reservation, the same conversation keeps verified-stay access for guest-service requests.

Matching behavior

Reservation verification reuses the same guest matcher as Checkout. It keeps Checkout's room ordering, native-name handling, and first-match behavior. AVA links a room only when exactly one active checked-in or due-out reservation matches. No active match or multiple active matches keeps the reservation unverified. Linked reservations let AVA skip a second prompt when the guest already linked the stay. If the guest changes reservations, AVA asks again for room and name.

PMS compatibility

AVA can select the reservation-verification behavior from your connected PMS configuration. You do not need to enter or maintain a PMS version for this flow.

Preview check

After you save Guest reservation verification, open the widget preview. You should see the identification form instead of the normal chat start screen.

Set Up Guest Feedback

Use Feedback Settings to ask guests about their chat experience. You can use feedback after an unanswered bot reply, after staff close Live Chat, or both.

Both feedback triggers are off by default. The settings apply to the selected hotel and can be changed independently.

Go to: Communication Hub → Chatbot → Feedback Settings

Setting	What it controls	Guest sees
Rating style	Uses faces or stars	Five choices from 1 to 5
Rating question	Sets the rating prompt	Your question above the choices
Ask when a guest goes quiet	Starts an idle follow-up	A Yes or No question after a bot reply
Minutes after bot reply	Delays the idle follow-up	The wait before the follow-up appears
Minutes to wait after follow-up	Delays the rating	The wait before the rating appears
Ask when staff closes a live chat	Starts a closure rating	A rating immediately after ticket closure

Configure the rating

1. Open Communication Hub → Chatbot → Feedback Settings.

2. Choose Five faces or Five stars.

3. Enter your Rating question.

4. Review the widget preview.

   ✓ Guests can submit one score from 1 to 5.

Ask for feedback after a guest goes quiet

1. Turn on Ask when a guest goes quiet.

2. Enter a Follow-up question.

3. Set Minutes after bot reply from 1 to 60.

4. Set Minutes to wait after follow-up from 1 to 60.

5. Click Save changes.

   ✓ AVA sends the follow-up after the configured delay. ✓ A Yes answer waits for another guest message. ✓ A No answer shows the rating. ✓ A new guest message cancels the pending prompt.

Ask for feedback after staff close Live Chat

1. Turn on Ask when staff closes a live chat.

2. Click Save changes.

   ✓ AVA shows the rating after staff close the ticket. ✓ This rule does not send an additional follow-up question.

Feedback timing

AVA uses the latest saved settings for new feedback prompts. Guests already answering a prompt can finish that prompt using its displayed choices.

Save or discard feedback changes

1. Review the live preview before saving.

2. Click Save changes to apply the new settings.

3. Click Discard to restore the last saved settings.

   ✓ The page shows Saving while AVA updates the settings. ✓ Editing is temporarily disabled during the save. ✓ A success message confirms the saved settings.

Hotel context

AVA reloads feedback settings when you switch hotels. Always confirm the hotel name before saving changes.

Handle Guest Service Requests

Verified in-house guests can use text chat to request services configured by your hotel. Available request types can include amenities, cleaning, luggage, wake-up calls, issues, feedback, and other services. For date-sensitive requests, Agent (Pi) uses your hotel's current date, time, and configured timezone. It keeps this timezone even when the guest's device uses another timezone. This helps guests use phrases such as “seven thirty tomorrow morning.”

Guest action	Chat behavior
Ask what services are available	Chat lists services enabled for the verified stay
Request or cancel a service	Chat shows a preview before creating or cancelling the request
Confirm a preview	The request is submitted only after a later turn that clearly agrees with the exact preview
Check a request	Chat shows the status of a request created in that chat
Request an already active item	Chat explains that the matching request is already active
Request new and active items together	Chat names the new requests and already active items separately

Help guests choose an available service

Chat checks amenity, miscellaneous, and issue requests against your hotel's service catalogue. If a guest uses the exact name of one catalogue entry, chat matches it without requiring a code. Name matching ignores capitalization. When a guest reports something broken, faulty, or not working, chat treats it as an issue request. If the first issue name is not listed, Live Chat retries once using your available issue names. If one issue fits, chat prepares the exact listed name. If none fits, chat asks the guest to choose from listed issues or explains that none match. Chat does not prepare an unlisted issue name. If a guest's request needs clarification, chat shows relevant available services by name. If one service clearly fits, chat retries with that service. If several services could fit, chat asks the guest to choose by name. Repeated names include a number, such as “Hand Towel (1)” and “Hand Towel (2)”. The guest must choose the numbered name when duplicate entries appear. If the retry does not succeed, chat uses the same choice prompt when options are available.

Live voice catalogue names

During a live voice follow-up, the assistant keeps the names it already showed the guest. Issue and miscellaneous-service names stay visible instead of becoming blank numbered options. Duplicate names still include numbers so guests can choose the correct entry.

Guests do not need to know internal service codes or identifiers.

This check prevents invalid requests from reaching Housekeeping. Keep your hotel's service catalogue current so guests see accurate options.

Guest sees	What to do
One suggested service	Confirm that the name matches the guest's request
Several service names	Ask the guest to choose one by name
No relevant service names	Review the service catalogue and offer staff assistance

Fault reports use listed issue names

Ask guests to choose an issue name shown by chat when their wording does not match your catalogue. The guest does not need to know the internal issue code.

Duplicate service names need clarification

If multiple catalogue entries share one name, chat shows numbered names in catalogue order. Ask the guest to choose the matching numbered service from the available names. An unnumbered shared name remains ambiguous, so chat asks the guest to choose.

Request multiple luggage items

Ask guests to include the number of bags when requesting luggage collection. AVA carries that number into the request preview and the submitted bellboy task.

Guest message	Expected behavior
“Collect two bags from my room”	The preview and task show a quantity of two bags
“Collect my bags from my room”	Review the preview carefully before confirming the request

Ask the guest to confirm the complete preview after AVA identifies the quantity.

Request a wake-up call

Ask guests to include the wake-up time and day when possible. AVA interprets relative dates using the hotel's configured timezone.

Guest message	Expected behavior
“Wake me at seven thirty tomorrow morning”	AVA prepares a request for the hotel's next calendar day
“Wake me at seven thirty”	AVA asks which day the guest means

Check the hotel's timezone before testing date-sensitive requests. Go to Settings → Essentials → Hotel Basic Details and verify Timezone.

Confirmation is required

Chat never creates or cancels a service request from the first message alone. One guest message cannot both prepare and confirm a request. The guest must agree with the exact preview in a later message. Agent (Pi) judges whether the later turn is genuine agreement, instead of matching fixed confirmation phrases. Questions, hesitation, corrections, or unrelated words do not confirm a request. The guest does not need to provide a prepared-request identifier or other internal fields. AVA binds the confirmation to the pending preview held by the server. If the guest's reply is unclear, AVA discards that preview before asking again. The next confirmation cannot submit the old preview. AVA prepares the same request again, reads it back, and asks for confirmation once more.

Confirmation can take longer when services are busy

AVA retries a confirmation when Housekeeping is slow or the first answer is lost. The guest may wait about 17 seconds before AVA reports a failure. Retries reuse the same request details, so they do not create duplicate wake-up calls. Ask the guest to wait for the result instead of sending another confirmation.

Explain already active service requests

Chat checks each requested item against the guest's active requests. It does not describe an already active item as a failed request. It does not create another task for that item.

Guest request	Guest hears
Only an already active item	The item is already active
New and already active items	Which items were newly requested and which were already active

Tell guests to wait for the existing request when an item is already active. Ask them to contact the front desk if the active request needs changing.

The guest must have a verified current stay with a room number. Unverified guests can continue asking general hotel questions, but cannot submit service requests. After reservation verification, AVA keeps the verified-stay proof for the active conversation. The guest can then continue with supported service requests without verifying the reservation again.

Answer guest benefit questions

Verified guests can ask text chat or voice assistant questions about included benefits. Examples include breakfast inclusion, today's availability, and the next available date.

The assistant checks the verified stay automatically. Guests do not need to provide reservation or room identifiers in their questions. Keep your PMS connection, benefit catalog, and rate-plan assignments current.

Guest question	Expected answer
Is breakfast included?	Included or not included
Can I use breakfast today?	Available today or unavailable today
When is it available?	The next available date, when provided

Staff redemption remains separate

Guest answers do not redeem benefits. Staff continue using Entitlements to check allowances and record consumption.

Test a guest service request

1. Verify a test guest through a room QR code or reservation verification.

2. Ask for the available guest services.

3. Request one enabled service.

4. Review the preview and confirm it in a separate message.

   ✓ The request appears only after the guest confirms the exact preview. ✓ The guest confirms the displayed request without entering an internal identifier.

5. Test an unsupported service name.

   ✓ Chat shows the services available for the verified stay. ✓ If several services could fit, chat asks the guest to choose by name. ✓ Chat does not send the invalid request to Housekeeping.

6. Report a fault using a name that is not in the issue catalogue.

   ✓ Chat retries once with the available issue names. ✓ A matching issue uses the exact listed name. ✓ If no issue fits, chat asks the guest to choose or says none match.

7. Reply vaguely to a preview, then confirm after chat asks again.

   ✓ Chat prepares and reads the request again before accepting the later confirmation.

Guest service requests do not appear

What you see: A verified guest asks for a service, but chat cannot offer the request flow.

Fix:

1. Confirm the guest is checked in and has a room assigned.
2. Confirm the guest completed reservation verification, or used the correct room QR code.
3. Check that the requested service is enabled for the hotel.
4. Confirm Answer Engine is set to Agent (Pi) when testing service requests.

Chat says a requested service is unavailable

What you see: The guest names a service, but chat asks them to choose from available services.

Fix:

1. Ask the guest to choose one of the available services by name.
2. Check that the service is enabled in your hotel's service catalogue.
3. Confirm the guest has a verified current stay with a room number.
4. Retry after the catalogue or guest configuration is updated.
5. Contact support if an enabled service remains unavailable.

Chat refuses a guest fault report

What you see: The guest reports something broken, but chat refuses immediately.

Fix:

1. Confirm the guest has a verified current stay with a room number.
2. Check that the issue is enabled in your hotel's service catalogue.
3. Ask the guest to use one of the listed issue names.
4. Retry in a new message if the first response did not show available issues.
5. Contact support if chat still refuses the fault report.

Chat asks you to prepare the request again

What you see: The guest agrees vaguely, then a later “yes” does not submit the request.

Fix:

1. Let chat prepare and read the request again.
2. Ask the guest to confirm the complete, unchanged preview.
3. Keep duplicate service names distinct in the hotel's catalogue.
4. Contact support if chat does not prepare the request again.

The wake-up request asks for a date

What you see: The guest says “tomorrow,” but chat asks which day they mean.

Fix:

1. Verify Timezone in Settings → Essentials → Hotel Basic Details.
2. Ask the guest to provide the exact day and time.
3. Confirm the preview before submitting the request.

A confirmed wake-up call reports a failure

What you see: The guest confirms a wake-up call, but chat reports a failure.

Fix:

1. Wait for the confirmation response to finish before asking the guest to try again.
2. Check Tasks or Housekeeping for the wake-up call.
3. Do not create another request if the original wake-up call appears.
4. Ask the guest to retry once if no request appears.
5. Contact support if the retry also fails.

Reservation links, but service requests remain unavailable

What you see: The guest links a reservation, but the same chat cannot offer guest services.

Fix:

1. Ask the guest to send a new message in the same conversation.
2. Confirm the reservation is checked in and has a room number.
3. Confirm Answer Engine is set to Agent (Pi).
4. Start a new chat and test again if the issue continues.
5. Contact support if the guest still cannot request an enabled service.

Set Live Chat Hours

Use live chat hours when guests should only reach staff during coverage windows. The schedule uses your hotel timezone. Guests see your away message outside open hours. You can set multiple windows for each weekday.

1. Open the Widget & Access tab.

2. Turn on Limit live chat to operating hours.

3. Check the Timezone chip.

4. If it is wrong, update Timezone in Settings → Essentials → Hotel Basic Details.

5. Add open periods for each weekday.

6. Use Copy Mon → weekdays, Copy Mon → all days, Set 24/7, or Clear all to fill faster.

7. Use Open this day when a day stays closed.

8. Click Save changes.

   ✓ The status pill shows Open now or Closed now. ✓ Guests only reach staff during open windows. ✓ Outside hours, guests see your away message. ✓ Replies use the latest schedule. ✓ Invalid times show red borders and helper text.

Safe schedule fallback

If schedule data is incomplete or malformed, Streamliner loads a safe fallback schedule. You can still open the page, review the editor, and save a corrected schedule.

Read-only timezone

The timezone on this page always matches your hotel timezone. Use the Change link to open Settings → Essentials → Hotel Basic Details.

Create a Landing Page Link

1. In Widget & Access, find Landing Pages

2. Click Create Landing Page

   ✓ A new link appears for guest access.

3. Use View QR to preview the guest code.

4. Click Download chatbot QR if you need printed signage for rooms or welcome areas.

Sync the landing-page name

Use this action after you change your merchant name. It updates the chatbot landing-page name to match the current merchant name. The existing page keeps its page ID and API key while AVA updates its URL path. Deleting and recreating a page also uses the current merchant name.

1. Open Communication Hub → Chatbot → Setup → Widget & Access.

2. Find the landing page you want to update.

3. Click Sync Url Name.

   ✓ The landing page uses your current merchant name. ✓ The page content and API key remain available. ✓ The landing-page list refreshes, and any open QR preview closes.

4. Recopy the landing-page link if the displayed URL changed.

5. Replace printed QR signs if they use the old link.

Create Printed Room QR Codes

Printed room QR codes open the shared chatbot landing page and include the scanned room as context. When exactly one active in-house stay matches that room, AVA links the chat session to that stay. The linked stay context is refreshed before guests use text chat, voice, or video-call features. If the guest already has a conversation, scanning again attaches the latest room context to that conversation. The latest room scan takes priority when the guest's room has changed. AVA also matches one native DUE_OUT stay when your PMS capability contract supports that status. Otherwise, printed room QR lookup matches CHECKED_IN stays only. AVA uses the exact room value encoded in the QR code. If AVA cannot find one unique active in-house stay, the room remains an unverified hint. The QR link remains available if CCI is temporarily unable to resolve the stay. Guest titles, such as Mr or Ms, can remain in the PMS record. AVA uses the guest's first and last name when linking the chat session.

Room access required

AVA loads room numbers from your room-access configuration. Create a chatbot landing page first.

1. Open Widget & Access in Communication Hub → Chatbot → Setup.

2. Create a landing page if Shared chatbot landing page has no options.

3. In Room QR Code, select the shared chatbot landing page.

4. Click Generate.

   ✓ AVA creates one active QR code for each room without a code.

5. Select rooms, then click Print selected.

   ✓ If you select no rooms, AVA prints every active room QR code.

6. Print the sheets and place each code in its matching room.

Maintain printed room QR codes

• Click Print to print one room code.
• Click Regenerate after replacing a code or suspecting it was shared.
• Click Disable when a printed code should stop working.
• Click Enable to restore a disabled code.

Regeneration invalidates the old code

Print and replace the room sign immediately after regeneration. The previous QR token stops working.

Create Printed Location QR Codes

Create named QR codes for shared areas, such as the lobby or pool. Each code opens the selected shared chatbot landing page with location context.

1. Open Widget & Access in Communication Hub → Chatbot → Setup.

2. Create a landing page if Shared chatbot landing page has no options.

3. In Location QR Code, select a shared chatbot landing page.

4. Enter a unique Location name, such as Main entrance.

5. Click Add location.

   ✓ The new location appears in the QR code list.

6. Select one or more active locations, then click Print selected.

7. Place each printed code in its named location.

Location names

Location names can contain up to 100 characters. Names are matched without case differences.

Maintain printed location QR codes

• Click Print to print one location code.
• Click Regenerate after replacing a code or suspecting it was shared.
• Click Disable when a printed code should stop working.
• Click Enable to restore a disabled code.

Regeneration invalidates the old code

Print and replace the location sign immediately after regeneration. The previous QR token stops working.

Protect Location QR Privacy

Location QR codes provide location context for general guest assistance. They never verify a reservation or link a stay to the chat session. They also do not request reservation verification, CCI lookup, or stay context. Video calls from location QR sessions do not receive reservation-based enrichment.

QR type	Reservation and stay behavior
Room QR	Can link one unique CHECKED_IN stay, or native DUE_OUT when supported by the PMS capability contract
Location QR	Keeps location context only and never links a reservation

Place location codes in shared areas

Use location QR codes in lobbies, facilities, and other shared areas. Use room QR codes only where room-specific stay linking is appropriate.

Customize the printed QR layout

Use one template for both room and location QR print sheets. The QR code stays readable with a white background behind the code.

Upload a print background

1. In QR Print Template, click Upload background image.

2. Choose a PNG, JPG/JPEG, or single-page PDF file.

3. Keep the file at or below 10 MB.

   ✓ The template appears in the preview.

PDF files must have one page

AVA rejects PDF files with zero pages or multiple pages.

Position the QR fields

1. Drag QR Code onto the background, or click the field and click the preview.

2. Drag QR Label onto the background when you want a room or location name.

3. Select a field to edit its X, Y, Width, and Height values.

4. Keep the QR Code square. AVA locks its width and height to a 1:1 ratio.

5. For QR Label, set the font size, text color, and alignment.

6. Use the preview toggle to check template fields or sample print values.

7. Click Save design.

   ✓ The layout applies to printed room and location QR codes.

The QR Label changes automatically for each room or location. Remove QR Print Template to restore AVA's default three-up print sheet.

Manage Whitelisted Domains

1. In Whitelisted Domains, enter a domain like yourhotel.com
2. Click Add Domain
3. Use the toggle to enable or disable the domain
4. Remove a domain only if the widget should stop working there

Troubleshooting

Chatbot Setup is missing

What you see: You cannot find Chatbot → Setup in the Communication Hub.

Fix:

1. Confirm your plan includes Chatbot features.
2. Ask an administrator to grant your role the chatbot_setup:manage permission.
3. Refresh AVA after your access changes.

Direct links to Chatbot Setup also require this permission.

Save button is disabled

What you see: You cannot save a message or instruction.

Fix:

1. Make sure the field is not empty
2. Remove extra spaces and try again
3. Confirm your plan includes Chatbot features

Advanced settings will not save

What you see: The Save button stays disabled or shows validation errors.

Fix:

1. Wait for the current advanced values to load
2. Check every red validation message
3. Keep Max Output Tokens between 500 and 3024
4. Keep Retrieval K between 1 and 7
5. If Disable grounding RAG engine is on, keep Retrieval K between 1 and 3
6. Try Save again

RAG controls are missing

What you see: You cannot find Retrieval K or Disable grounding RAG engine.

Fix:

1. Open Advanced Settings

2. Check the current Answer Engine

3. Select RAG

4. Click Save

   ✓ The RAG-only controls appear again.

Retrieval K looks too low

What you see: Retrieval K only allows values from 1 to 3.

Fix:

1. Turn off Disable grounding RAG engine
2. Recheck Retrieval K
3. Save the updated settings

Skill Mode will not save

What you see: Saving fails after you turn on Use Skill Mode.

Fix:

1. Confirm Skill Name is not blank
2. Use lowercase letters, numbers, and hyphens only
3. Try a name like booking-assistant
4. Click Save again

Skill Mode cannot find a skill

What you see: A skill does not show up after deployment.

Fix:

1. Wait for the next deployment to finish.
2. Confirm the skill package name matches the Skill Name.
3. Ask your admin to restart Streamliner if the skill was added after startup.
4. Contact support if the skill still does not load.

Chatbot still uses the previous instruction or fallback

What you see: A test reply still follows the old instruction or fallback answer.

Fix:

1. Confirm the save notification appeared.
2. Start a new chat and test again.
3. Wait briefly if the reply still uses older settings.
4. Avoid testing from an existing chat session.
5. Contact support if new chats still use the old configuration.

Agent (Pi) shows a provider error

What you see: A guest request shows an Agent (Pi) provider error instead of a reply.

The message can identify the provider failure more clearly than a generic chatbot error. If your hotel has Pi failure alerts configured, AVA also sends support staff a Telegram summary. The alert includes the merchant, reason, time, request ID, and conversation ID. It does not include guest messages, prompts, credentials, or raw provider errors.

Fix:

1. Save the full error message, including any provider or request details.
2. Ask the guest to send the request again once.
3. Confirm Answer Engine is set to Agent (Pi) only when you expect Pi behavior.
4. Check that the selected skill and chatbot settings are still saved.
5. Contact support if the provider error returns.

Share the request ID with support so they can find the matching service logs.

Do not share provider credentials or API keys in a support request.

AI configuration changes while saving

What you see: Saving fails with "GenAI configuration changed while saving. Please retry."

This message can appear for older hotel records missing newer Skill Mode fields. After the service update, those legacy configurations can save normally.

Fix:

1. Wait briefly if another save is still processing.
2. Reload Communication Hub → Chatbot → Setup.
3. Confirm your latest values are present.
4. Click Save again.
5. Retry the preparation action if AVA asks you to prepare the configuration again.
6. Contact support if the message returns repeatedly after the retry.

Genuine concurrent changes

AVA still rejects a save when another person changes the configuration first. Reload the page, review the latest values, and save your changes again. No database backfill is required for older configurations.

Reservation verification does not find the stay

What you see: The chatbot cannot match the guest to a reservation.

Fix:

1. Confirm the guest entered the correct room number.
2. Ask for the main guest name on the reservation.
3. Check that exactly one reservation is checked in for that room. If your PMS natively supports DUE_OUT, a departure-day stay can also match.
4. If several active stays share the room, ask the front desk to correct the PMS data.
5. Retry the verification flow.

Guest benefit answers are missing or refused

What you see: A verified guest asks about a benefit, but the assistant refuses or cannot answer.

If the guest has no benefit, the assistant should say it is not included. That answer is expected when Entitlements returns an empty result.

Fix:

1. Confirm the guest has a verified current stay.
2. Confirm the PMS connection is active.
3. Confirm the benefit is assigned to the guest's rate plan.
4. Check Entitlements for the same reservation.
5. Ask the guest to send the question again.

If Entitlements shows no benefit, the assistant should say it is not included. If the assistant refuses instead, contact support with the conversation details.

Verification preview still shows the normal chat

What you see: The widget preview does not show the identification form.

Fix:

1. Open Widget & Access.
2. Turn on Guest reservation verification.
3. Click Save.
4. Refresh the preview panel.
5. Check that the preview mode is not hiding the verification screen.

Verification works once, then fails again

What you see: The guest verifies successfully, then fails during a later check.

Fix:

1. Ask the guest to use the same room number and guest name again.
2. Confirm the guest is still using the same reservation.
3. Start a new chat if the guest switched reservations.
4. Refresh the conversation and retry.

Landing page will not create

What you see: You get an error when creating a landing page.

Fix:

1. Refresh the page and try again
2. Follow any prompt to replace an older page
3. Contact support if it still fails

Landing-page name is outdated

What you see: A chatbot landing page still shows your old merchant name.

Fix:

1. Open Communication Hub → Chatbot → Setup → Widget & Access.
2. Confirm you are viewing the correct hotel.
3. Click Sync Url Name for the affected landing page.
4. Refresh the landing-page list.
5. Recopy the link and replace printed QR signs if needed.
6. Contact support if the name remains unchanged.

Room QR codes will not generate

What you see: Generate stays disabled, or AVA cannot load rooms.

Fix:

1. Create at least one chatbot landing page.
2. Confirm room access is configured for the hotel.
3. Refresh Communication Hub → Chatbot → Setup.
4. Select a landing page, then click Generate again.

Location QR code will not create

What you see: Add location stays disabled, or the save fails.

Fix:

1. Create at least one chatbot landing page.

2. Select a landing page in Location QR Code.

3. Enter a location name between 1 and 100 characters.

4. Check that another location does not use the same name.

5. Click Add location again.

   ✓ Names that differ only by capitalization still count as duplicates.

Location QR code is unavailable

What you see: A guest scans a location code, but the chat does not open.

Fix:

1. Open Location QR Code in Communication Hub → Chatbot → Setup.
2. Check whether the code is disabled.
3. Click Enable, or click Regenerate and print a replacement.
4. Confirm the selected landing page still exists.

A printed room QR code no longer works

What you see: A guest scans a room code, but the chatbot does not open.

Fix:

1. Open Room QR Code in Communication Hub → Chatbot → Setup.
2. Check whether the code is disabled.
3. Click Enable, or click Regenerate and print a replacement.
4. Confirm the landing page still exists.

QR print template upload fails

What you see: AVA rejects the background file or shows an upload error.

Fix:

1. Use a PNG, JPG/JPEG, or PDF file.
2. Keep the file at or below 10 MB.
3. If you use PDF, remove extra pages and upload one page only.
4. Refresh Communication Hub → Chatbot → Setup, then upload the file again.

QR print design does not save

What you see: Save design fails, or your positions disappear after refreshing.

Fix:

1. Confirm the background preview still loads.
2. Place the required QR Code field on the preview.
3. Keep the QR Code width and height equal.
4. Click Save design again.

Printed QR sheet uses the default layout

What you see: A print sheet uses AVA's standard three-up layout.

Fix:

1. Return to Communication Hub → Chatbot → Setup → Widget & Access.
2. Check that QR Print Template still shows your saved background.
3. If the template is missing, upload it again and click Save design.
4. Print the QR codes again after the template appears.

Room QR registration fails

What you see: A guest scans a room QR code, but registration fails. You may see an error mentioning guest.property title should not exist.

Fix:

1. Ask the guest to refresh the QR landing page.
2. Ask the guest to scan the room QR code again.
3. Confirm the guest's stay is CHECKED_IN. A DUE_OUT stay matches only when your PMS natively supports that status.
4. Confirm the encoded room value exactly matches the PMS room value.
5. Confirm exactly one active stay matches the room.
6. Leave the guest title in the PMS record; you do not need to remove it.
7. Use manual guest verification if the QR lookup still fails.
8. Contact support if registration still fails.

Domain toggle does not work

What you see: The switch changes but reverts.

Fix:

1. Refresh the page
2. Remove the domain and add it again
3. Try the toggle again

Guests see the away message outside hours

What you see: Guests get the away message during times you expect live replies.

Fix:

1. Open Widget & Access.
2. Check Limit live chat to operating hours.
3. Confirm the current day is open.
4. Check the Timezone chip matches Settings → Essentials → Hotel Basic Details.
5. Save again after any changes.
6. If the schedule just changed, refresh the widget and wait for the next transition.

Feedback settings will not save

What you see: Save changes stays disabled, or AVA rejects the settings.

Fix:

1. Enter a Rating question.
2. Enter a Follow-up question.
3. Set both delay fields between 1 and 60 minutes.
4. Confirm your account has the chatbot_setup:manage permission.
5. Click Save changes again.

Feedback settings do not load

What you see: The page shows an error instead of the feedback controls.

Fix:

1. Confirm your plan includes Chatbot features.
2. Confirm your role has the chatbot_setup:manage permission.
3. Click Try again.
4. Refresh AVA after switching hotels.
5. Contact support if the page still cannot load.

Discard does not restore my changes

What you see: The preview or fields still show unsaved values.

Fix:

1. Wait until the page finishes loading.
2. Confirm AVA is not showing Saving.
3. Click Discard again.
4. Refresh the page if the hotel context recently changed.
5. Contact support if the saved values remain incorrect.

Guests do not see a feedback prompt

What you see: The widget does not show a follow-up or rating.

Fix:

1. Open Communication Hub → Chatbot → Feedback Settings.
2. Confirm Ask when a guest goes quiet or Ask when staff closes a live chat is on.
3. Confirm the guest is using the website chat widget.
4. For idle feedback, wait through both configured delays.
5. Ask the guest to send a new message if the conversation changed.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Reservation verification still fails after you confirm the room number and guest name
• ❌ Landing pages do not generate
• ❌ The issue lasts longer than 30 minutes

Helpful to include:

• Screenshot of the Communication Hub → Chatbot → Setup page or conversation
• The action you tried and the error message
• Guest room number and guest name, if verification failed
• Time the issue started

Related Guides

• Style the Chatbot Widget
• Create a Live Chat Link for Guests
• Manage Live Chat Tickets