Skip to main content
The System Prompt defines how your chatbot should behave, including its role, response style, and important instructions.

​
Update the instructions

  1. Open Knowledge Base.
  2. Select the System Prompt tab.
  3. Review the existing instructions before changing them.
  4. Edit the text to reflect your hotel’s requirements.
  5. Select Update System Prompt.
  6. Click Retrain Chatbot at the top of the page.
  7. Wait for the retraining confirmation, then open Test your chatbot.

​
Writing useful instructions

Use direct, specific language. Explain what the chatbot should do when information is missing, when guests need assistance, and when a question requires a hotel employee. Do not add facts that are not confirmed by the property. For example, you might instruct the chatbot to direct guests to the hotel’s contact form for special requests rather than promising availability.

​
Opening the contact form

When appropriate, the system prompt can include the special link [Contact Us](lobbychat://contact) to direct guests to the built-in enquiry form.

​
FAQ

​
Do System Prompt changes require retraining?

Yes. Save the updated prompt and click Retrain Chatbot.

​
Should I put temporary offers in the System Prompt?

Usually, maintain time-sensitive details in an appropriate knowledge source and remove or update them promptly when they expire. Avoid conflicting instructions.
Last modified on October 22, 2026