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, with a difference between the two. The website chatbot handles everyday conversations in many languages and generally replies in whatever language the guest uses. The callbot speaks the single language you pick on its Settings tab, from English, Spanish, French, German, Italian, Portuguese, Polish, Dutch, Japanese, Korean, Chinese, Russian, Arabic, and Hindi. For a second language on calls, set up a second callbot. 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.

For the website chatbot, yes. Next to Language on its Settings tab is an AI Model selector, grouped by provider. 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. The phone callbot doesn't have this setting. Its model is managed by TripWorks and kept current with the callbot template, which Upgrade Now brings up to date.

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.

The callbot can. When a caller asks for a person, or when the callbot is off or outside your business hours, it transfers the call to the number you set as its transfer destination. See Set your Callbot's transfer destination. The chatbot can't hand a conversation to a person. If a guest gets stuck or asks for a human, it points them to your contact info.

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.

No. The chatbot and callbot can create new bookings only. They can't move a reservation to another date or time, change its guests or ticket types, or cancel it. When a guest asks for a change, the assistant points them to your team. The callbot can transfer the call to your transfer number or take a message for you. Make the change yourself in TripWorks, or let guests reschedule themselves if you've turned on self-rebooking.

No. The assistants can explain your cancellation policy, but they can't cancel a booking or refund a payment. Those go to your team, and the assistants never agree to refunds or policy exceptions on your behalf.

No. A booking the chatbot or callbot creates includes the activity, timeslot, and ticket types only, so it can't add optional add-ons or upsell extras. To sell extras, add them to the trip in TripWorks after it's booked. The assistants also never offer free add-ons, discounts, or price matches.

No. The assistants never collect card details. The callbot creates the booking and can text the guest a payment link, and the guest pays through your normal checkout. If the text can't be sent, it gives the guest the confirmation code and your contact details instead.

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.

Yes. A single chat or call with your AI assistant runs for up to 10 minutes, then ends. Most conversations finish well inside that, and a straightforward booking usually takes a few minutes. If a guest reaches the limit, they can start a new chat or call right away. The assistant starts fresh and doesn't pick up the earlier conversation.