AI mode lets the AI answer website visitors in your chat widget on its own. A visitor opens the widget and starts talking to the AI immediately — no contact form first — and the AI answers from your property's AI knowledge base.
This is the one place in Hello Hotel where the AI replies to someone without a staff member reviewing the message first. In your shared inbox, a person still reviews, edits, and sends every message.
A visitor clicks the widget and opens straight into an anonymous conversation with the AI. They aren't asked for their name or contact details before they can ask a question.
When they ask something, they see a thinking indicator and then the full answer.
A Talk to a human option is always available in the conversation. If the AI declines to answer something, that option becomes more prominent, so a visitor who needs a person can find one.
When a visitor escalates, the conversation moves to your team — but the AI transcript doesn't carry across. The visitor starts fresh with a person, so your team should expect to ask what the visitor already told the AI.
A web chat session stays open for 24 hours. A visitor who comes back can resume that conversation for up to 7 days, and they'll see their history when they return.
Idle sessions close automatically. Live sessions appear in your inbox as they happen, and there's a history tab for past ones.
The AI answers from your AI knowledge base. The more you put there, the better it answers — an AI mode conversation is only as good as what it has to draw on.
No personal information is collected before escalation. The AI doesn't ask visitors for contact details as a condition of answering.
The transcript doesn't follow an escalation. Plan for your team to pick up without the AI's context.
This is different from AI Assist. AI Assist drafts replies in your shared inbox for a person to review and send. AI mode replies to website visitors on its own. See About the AI Agent.
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].
