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The Chat Settings page is where you define how your receptionist communicates through text — via your website chat widget, WhatsApp, or Telegram.
Why is Chat separate from Voice? Written and spoken communication follow different rules. In chat, guests expect detailed answers with links and formatting. On a phone call, your receptionist needs to be brief and conversational. Splitting these lets you fine-tune each channel independently.

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How They Should Chat

This is the most important field on this page. Think of it as the training manual you’d hand a new receptionist on their first day — explain the tone, the boundaries, and how they should handle different situations.
Common mistake: Don’t put hotel information (room types, prices, hours, policies) in this field. That belongs in Training Materials. This field is for behavior — how your receptionist should act, not what they should know. Your receptionist automatically pulls knowledge from Training Materials during conversations.
Character Limit: 12,000 characters maximum. The counter changes color to guide you:
  • Green (0 - 8,000): Optimal range
  • Orange (8,000 - 10,000): Getting long — consider moving details to Training Materials
  • Red (10,000 - 12,000): May affect response quality
For best results, keep your instructions under 10,000 characters. Detailed information (room types, restaurant hours, policies) should go in Training Materials, not here — your receptionist will automatically reference them when needed.
Click the Expand button for a full-screen editing experience — much easier for longer instructions.
The quality of your receptionist’s responses depends directly on how well you write these instructions. Take the time to be specific. For a step-by-step guide, see the Chat Prompts Guide.

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Thinking Engine

This field shows which AI model powers your receptionist’s chat responses. It’s configured by the RecepAI team and displayed as read-only so you always know what’s running behind the scenes. If you need a different model, contact your account manager.

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Creativity Level

The creativity slider controls how predictable your receptionist’s responses are:
LevelRangeBest For
Focused0.0 - 0.3Most accurate and consistent. Recommended for reception.
Balanced0.4 - 0.7More natural, slightly less predictable
Creative0.8 - 1.0Not recommended for guest services
For hotel receptionists, we recommend the Focused range (0.3 or lower). Guests need accurate, reliable answers — not creative interpretations.
If your hotel uses a reasoning model (a model that thinks more deeply before responding), the Creativity Level slider won’t appear. These models manage their own response style internally.

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Chat Quality Criteria

Define what “success” means for your hotel’s chat conversations. After each chat, your receptionist automatically evaluates whether these criteria were met — and flags conversations that need your attention. How to set criteria:
  1. Click “Add Criteria”
  2. Give it a clear name (e.g., “Guest Question Answered”)
  3. Describe what success looks like (e.g., “The guest’s specific question was answered with accurate information”)
Example criteria:
  • Guest confirmed their question was answered
  • Booking inquiry was handled with reservation contact info
  • Guest expressed satisfaction or thanks
Quality criteria work hand-in-hand with Training Opportunities on your Dashboard. When your receptionist fails a criteria because it lacks knowledge on a topic, that conversation shows up as a training opportunity — telling you exactly what to add to your Training Materials.
For a deeper dive into quality criteria, see the Chat Evaluation Guide.

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Saving Changes

Click “Save Personality” at the top of the page to apply your changes. If you have unsaved changes and try to leave, you’ll see a warning. Use the “Reset Changes” button at the bottom to discard everything and go back to the last saved version.