Three layers work together: a conversation flow we build and maintain (greetings, questions, availability checks, bookings), your live account data (experiences, real-time availability, and pricing pulled every time it's asked), and your Knowledge Base (the content you upload). You don't train the AI yourself — you just build a Knowledge Base and assign it.

Yes. It reads the name, description, and details of each experience and routes guests accordingly. Keep your experience names and descriptions clear (e.g. "Hudson River Sightseeing Tour" vs "JFK Airport Transfer") and it picks up the same language you'd use.

Yes. The assistants handle everyday conversations in 30+ languages and generally reply in whatever language the guest uses — a guest who opens in Spanish or French is usually answered in kind, with no setup on your part. Two things to know: your Knowledge Base and greeting are stored in the language you wrote them, so the assistant translates on the fly rather than serving native-language content — for fully localized answers, add a translated Knowledge Base. And availability, dates, and prices always come straight from your account regardless of language. If you need a specific language fully supported, let us know.

Yes. The chatbot installs with a single snippet you paste into your site's HTML before the closing </body> tag. On website builders like Squarespace, Wix, and WordPress, paste it into the custom-code or code-injection area (often labeled "Footer" or "Before </body>"). It works on any site where you can add a snippet — see Set up your AI Chatbot. (The callbot needs no website; it answers your phone.)

Yes. Both the chatbot and callbot setup forms have a Language selector on the Settings tab, so you set the primary language the bot is built to converse in rather than leaving it to guess. This is separate from the automatic in-conversation language-matching described above: the selector sets the bot's base language, while a guest who writes in a different language is still generally answered in kind.

Yes. Next to Language on the Settings tab is an AI Model selector, grouped by provider, so you can pick the model your chatbot or callbot runs on. If you're not sure which to pick, the default is a safe choice, since we test and tune against it first; newer or specialty models may behave differently with your Knowledge Base and conversation flow.

It pulls the latest version of TripWorks' underlying conversation template onto your bot, so you get our newest performance, reliability, and functionality improvements. You'll see the prompt with an "Upgrade Now" button on the Settings tab whenever a newer template is available.

Know before you click: the sync replaces your bot's underlying conversation prompt/workflow with the current template's; it isn't a merge. Your name, greeting, Knowledge Base, language, AI model, and phone-transfer/forwarding number are preserved, but any deeper customizations you (or TripWorks support) made directly to the conversation flow are overwritten by the template's latest version. If you're not sure whether you have flow-level customizations, ask support before upgrading.

It's a read-only reference ID (with the bot's created date) on the Info tab of the chatbot/callbot setup form, alongside a copy button. You won't need it for day-to-day use — it's there for when you contact TripWorks support about a specific bot, so we can look up the exact underlying agent instead of relying on the bot's name alone.

Your Knowledge Base and bots sync to the AI system in the background, and these badges tell you honestly where that stands instead of showing a false "saved." Not synced (on a Knowledge Base row in a bot's checklist) means that Knowledge Base hasn't finished syncing yet, so the bot can't draw on it; wait a moment and refresh. Sync failed means the last sync attempt errored; hover the badge for the specific error, and try saving again. Neither badge changes whether the item is Active — that toggle is separate.

Yes — every time. Availability and pricing are pulled live from your account, and closed, sold-out, and non-ecommerce timeslots are filtered out. Keep your experiences, timeslots, and pricing current so it always shows the right thing.

Live data: pricing, availability, and details are never cached. Guardrails: it's instructed never to invent pricing, availability, dates, or details — if it doesn't know, it says so. Payment safety net: nothing is confirmed until the guest pays, and the final price is calculated at checkout, not by the AI. That said, AI isn't 100% accurate — we monitor conversations and keep refining. Review your history regularly and update your Knowledge Base when content changes.

When an answer draws on your Knowledge Base, the transcript can show which document it came from, so you can trace an answer back to its source and spot outdated content. See Knowledge Base citations in AI conversations for how citations work and when they appear.

Not today. If a guest gets stuck or asks for a human, it points them to your contact info. The callbot can also notify your team about calls (see its notification settings), and callers who don't book can be captured as leads to follow up.

It tells the guest it doesn't have that answer and suggests contacting you directly. Include your contact info in your Knowledge Base so there's always a fallback.

Not today. Both assistants can create new bookings but can't edit or reschedule existing ones — they'll direct the customer to your team for changes.

The AI never processes payment itself. It creates a draft booking and sends a payment link; the guest pays through your standard TripWorks checkout — so CVV, AVS, 3D Secure, and fraud monitoring all apply as normal. There's no path that bypasses them. See How AI bookings work.

No new risk — it hands off to your standard checkout, which has the normal protections. Every conversation is scoped to your account only; the AI can't access other customers' or other operators' information.

Partly for chat: during a booking the chatbot collects name, email, and phone, and anything shared is kept in the transcript. The callbot goes further — enable Create leads in Lead Center and it logs a lead for callers who don't book.

Chat: every conversation with an AI summary — see Review AI chatbot conversations. Calls: per-callbot calls, bookings, and revenue plus transcripts — see Review AI callbot calls & analytics. Bookings are tagged AI Chat Bot or AI Call Bot so you can report on them separately.

Yes — create multiple chatbots (e.g. one per site) and, where available, multiple callbots, each with its own Knowledge Base and settings.

No — it's a 24/7 helper for common questions and bookings, not a replacement for your team. For complex requests or anything out of scope, it points customers back to you.

Each call and chat conversation is tagged with an outcome, for example a booking made, a lead captured, or a message taken, plus, for calls, a Transferred outcome when the callbot hands off to your team's forwarding number. We keep the full list and definitions in the two reporting articles rather than duplicating it here: see Review AI callbot calls & analytics and Review AI chatbot conversations.