How to utilize chatbot automations

Set responses for conversational FAQs

Chatbot Automations

• Basic subscription - 3 Automations
• Premium subscription - 8 Automations
• Enterprise subscription - Unlimited Automations

Step 1: Activate Settings

Step 2: Add Intent Actions & Replies

Step 3: Create Keyword Commands

Step 4: Set Sentiment Actions

Step 5: Enable Booking Engine Integration (if available)

Step 6: Agent Intervention

Step 1: Activate Settings

1. Go to the Automations tab inside Whistle

2. Under Chatbot Automations, select Settings

3. Enable Chatbot Automations and Guest Replies (Live Chat/Guest Chat) to have automations send

   1. Chatbot Automations - Automated Actions, internal notifications or tickets
   2. Automation Delay - Determines how long to wait before an intent action is sent, allows time for agent intervention
   3. Live Chat (Guest Replies) - Automated Replies,  answering specific questions within Live Chat
   4. Guest Chat (Guest Replies) - Automated Replies, answering specific questions within Guest Chat
      

Step 2: Add Intent Actions & Replies

1. While in the Automations tab inside Whistle

2. Under Chatbot Automations, select the Intent Actions & Replies - with hundreds of responses available, you can go through each section and configure the responses specifically for your property

   • Hotel

   • Hours

   • Directions

   • Contact

   • Policies

   • Booking Online

   • Payments

   • Reservation

   • Check-In/Out

   • Rooms

   • Food & Drinks

   • Activities/Recommendations

   • Internet

   • Parking

   • Service Requests
   • Work Orders
   • Storage
   • Rentals
   • Small Talk

3. Click the down arrow next to the question you wish to adjust to view reply 

   1. To edit click the 'Reply to Guest' response text

   2. To add a new response click the plus sign

   3. To remove old response click the red trash can
      
4. Create Action, select the Message Sentiment - if you don't know what to chose select ANY
5. Chose your Action Type
   1. Create a Ticket - Automatically creates task and dispatches to selected department
   2. Reply to Guest - Set the response you want the guest to receive
   3. Notify a Team Chat Channel - Alert a team internally
   4. Send an Email - Send a custom email to the email address of your choice
   5. Sent a Text - Create your own customized text alerts
6. Enter Response/Trigger
7. Add reply button (OPTIONAL - available within Live Chat responses ONLY)
   1. Intents - Use to suggest an action or response from a guest
      
   2. External URL - Link to any website you would like to send the guest
      
   3. Date Picker - A calendar view for a guest to be able to pick a date(s)
      

8. Click Save

• Enable the questions you wish to be automated, limited enablement with subscription plan

Step 3: Create Keyword Commands 

Guest messages that match the following keyword commands will have this trigger dispatched.

1. While in the Automations tab inside Whistle
2. Select the Keyword Command button
3. Click + New Command at the top right
   
4. Create Action: Add Command (word/phrase)
5. Select the Message Sentiment - if you don't know what to chose select ANY
6. Select your Action Type
   1. Create a Ticket - Automatically creates task and dispatches to selected department
   2. Reply to Guest - Set the response you want the guest to receive
   3. Notify a Team Chat Channel - Alert a team internally
   4. Send an Email - Send a custom email to the email address of your choice
   5. Send a Text - Create your own customized text alerts
7. Enter Response/Trigger
8. Click Save
   

Step 4: Set Sentiment Actions

Guest messages that have the following sentiment (positive, negative) will have this trigger dispatched.

1. Go to the Automation tab inside Whistle
2. Select Sentiment Triggers section
3. Click the + New Sentiment Trigger
4. Select Sentiment Category
   1. Positive
   2. Negative
5. Select the Event Trigger
   1. Create a Ticket - Automatically creates task and dispatches to selected department
   2. Reply to Guest - Set the response you want the guest to receive
   3. Notify a Team Chat Channel - Alert a team internally
   4. Send an Email - Send a custom email to the email address of your choice
   5. Send a Text - Create your own customized text alerts
6. Enter in Action
7. Click Save

Step 5: Enable Booking Engine Integration (if available)

1. While in the Company tab inside Whistle

2. Select Integrations section

3. Scroll down until you get to the Booking Engine Integrations section and click enable next to your PMS
   
   

• Once enabled, you can have the option for guests to book a room, directly within Live Chat. Ask them for their dates of stay, and Whistle will produce real-time rates and availability directly from your booking engine.

Booking Engine Integration only available for properties utilizing:

• MEWS

• Cloudbeds

• Stayflexi

• WebRezPro

Step 6: Agent Intervention

Guest messages that match any intent action & reply questions will showcase a preview of the auto reply to send or cancel (ONLY AVAILABLE WHEN CHATBOT AUTOMATION DELAY IS SET).

1. While in a guest message and the message matches an intent action/reply, a suggestion will display
2. Click Send and Cancel
   
   1. If you do not cancel the automation will send depending on the delay set