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.
For an overview of what the widget can do, see Web Chat on hellohotel.co.
What a Visitor Sees
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 — or a quick "let me check…" when the AI needs to look something up — and then the full answer, in plain text with links kept. A privacy notice sits under the message box, saying the chat may be monitored and recorded and that replies may be written by an AI assistant.
Talking to a Human
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. Your team sees a summary of the conversation so far and can read the full transcript, so there's no need to ask the visitor to repeat themselves. Hello Hotel doesn't suggest a reply on a handoff — use AI Assist if you'd like a draft.
Sessions and History
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.
Getting Good Answers
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.
Availability and Rates
When a visitor asks about availability, the AI can return live room results — images, multiple rates for the same room, and a direct booking link. These come from your PMS connection (Mews or Cloudbeds), not from your knowledge base, so there's nothing you need to add to the knowledge base to make them work.
With Mews, the rates shown are the ones on your booking engine — Hello Hotel reads the booking engine URL you set under AI Agent → Settings and quotes that engine's rate set, so a visitor sees the same price in the chat as on the booking page. Without that URL, a Mews property gets no availability answers and room search stays switched off, so set it before enabling AI mode. With Cloudbeds, rates and availability come straight from Cloudbeds, taxes and fees included. See Adding Web Chat to Your Website.
Good to know
No personal information is collected before escalation. The AI doesn't ask visitors for contact details as a condition of answering.
Your team gets the context on a handoff — a summary plus the full transcript.
Anything in your knowledge base can be shared with any visitor. Keep codes meant only for staying guests — door or Wi-Fi codes — out of knowledge-base entries.
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.
AI-led chat conversations draw from your Agentic AI Credits. Credits are included with every plan and reset monthly. See Understanding Your Bill.
Still need help?
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].