What happens when the AI does not know an answer?
TravelPal's AI does not guess: when no answer is saved, it asks your team first. It tells the guest it has asked, then puts your answer in the same chat.
Answers only from saved facts
The AI answers questions about the unit, building, fees, policies or procedures only from saved facts. Saved facts come from the house manual, listing data (unit details) and learned answers. The AI must not answer from general knowledge. It must not say something is unavailable only because nobody wrote it down.
What the guest experiences
The AI asks your team before the guest is told anything. When the guest reads that your team was asked, it is already true. A message and an email go to your team. The AI never promises when your team will answer. If the guest asks the same unanswered question again, your team is not asked twice. The AI tells the guest your team already has it.
Your answer appears in the chat
You answer once, in the TravelPal inbox. The AI concierge writes the reply in the guest's chat, with your answer first. Tick teach when you answer. Then your answer is saved in the knowledge base, the list of learned answers. After that, the AI never has to ask that question again. Automatic learning never replaces an answer your team saved.
Questions and requests are handled differently
A question goes to your team as a question. For example: will the water be off this week? A request for something physical, like a crib, extra towels or maintenance, becomes a task for your team. The AI never says a request was passed to your team unless the task exists. Complaints and refund requests stop the AI completely in that chat. Then the AI waits for a person.