Beta Feature: The AI Chatbot is currently in beta. To get started, make sure the feature is enabled - contact us at support@tripworks.com to join the beta.
The AI Chatbot adds a conversational booking assistant directly to your website. It answers visitor questions using content you provide, shows real-time availability, and can complete bookings inside the chat — 24 hours a day, without you having to be available.
This guide walks you through how to:
- Add content to your Knowledge Base
- Set up a Chatbot connected to that content
- Install the chatbot on your website
- How visitors book through the chat
- Review conversation history
Step 1: Set Up Your Knowledge Base
Your Knowledge Base is the content your chatbot draws from when answering visitor questions. You can create multiple knowledge bases and mix types — for example, one with your FAQ text and another that pulls from your website pages.
- In the left-hand menu, go to General > Knowledge Base.
- Click Add New Knowledge Base.
- Choose the type of content you want to add:
| Type | What it does | Best for |
|---|---|---|
| Text | Paste or type content directly | FAQs, policies, pricing, directions, custom Q&A |
| URLs | Enter specific pages to crawl (up to 100) | Your tour pages, about page, contact page |
- Add a title and description to help you stay organized.
- Complete the content entry, then click Save.
After saving, the system syncs your content. You'll see a status indicator — Pending, Ready, or Error. The chatbot can only use knowledge bases in Ready status.
You can create multiple Knowledge Base entries to power your chatbot across different topics — like booking questions, cancellation policies, or FAQs.
Note: Keep your knowledge base content up to date. If your tour schedule, pricing, or policies change, update the relevant knowledge base so your chatbot gives accurate answers.
Step 3: Create Your Chatbot
- In the left-hand menu, go to Marketing > Chatbot.
- Click Add New ChatBot.
- Fill in the chatbot details:
| Field | Description |
|---|---|
| Name | Internal label — not shown to visitors |
| Welcome Message | The first message visitors see when they open the chat |
| Knowledge Bases | Select one or more Ready knowledge bases to power this chatbot |
| Colors | Customize the chat button and visitor message bubble to match your brand |
| Allowed Domains | Optional. Restrict the chatbot to specific domains so the embed code only works on your site |
- Click Save. Your chatbot will appear in the list with a Ready badge once it's fully synced.
You can create multiple chatbots for different sections of your site, each with its own messaging, knowledge base, and domain.
Step 4: Install the Chatbot on Your Website
Once your chatbot is created:
- In the Chatbots menu, locate your bot and click Install.
- The install modal gives you two code snippets to add to your website:
- TripWorks SDK script tag — add this once to your site's header
- Widget configuration — add this where you want the chat bubble to appear
- Paste both into your website's HTML and the chatbot bubble will appear in the corner of your pages.
Note: If you use a website builder like Squarespace, WordPress, or Wix, paste the SDK script tag into your site's custom code or header injection area. Your website platform's help documentation can show you exactly where.
How Visitors Book Through the Chat
Once a visitor is ready to book, they can complete the entire reservation inside the chat — no need to navigate to a separate booking page.
The flow works like this:
- Visitor asks about an activity (e.g. "I want to book the kayak tour for Saturday")
- Chatbot checks live availability and offers available timeslots
- Visitor picks a time and guest count
- Chatbot collects name, email, and phone number
- A payment link is sent to the visitor's phone via SMS
- Visitor completes payment — booking appears in TripWorks as confirmed
If the visitor doesn't complete payment, the chatbot automatically follows up by email at 2 hours, 24 hours, and 72 hours after the conversation — separate from your standard abandoned cart emails, with messaging that references the chat.
Reviewing Conversation History
After installation, TripWorks collects all visitor interactions. Go to the History tab under Chatbots to review conversations.
Each conversation shows:
- Visitor name or ID (linked to a customer record if recognized)
- Date and time
- AI-generated summary of what was discussed
- Sentiment indicator — Positive, Neutral, or Negative
- Tags categorizing the conversation (booking intent, question topics, etc.)
Use conversation history to find common questions you haven't answered in your knowledge base, and spot patterns in where visitors drop off.
FAQ
Can I have more than one chatbot?
Yes. You can create multiple chatbots — for example, one for your main website and a separate one with a different knowledge base for a partner site.
What happens if the chatbot doesn't know the answer?
If the chatbot can't find a relevant answer in your knowledge base, it will let the visitor know and suggest they contact you directly. Make sure your knowledge base includes your contact info so visitors always have a fallback.
Will in-chat bookings show up differently in TripWorks?
Yes — bookings created through the chatbot are tagged with the source AI Chat Bot so you can filter and report on them separately.
Are chatbot follow-up emails the same as abandoned cart emails?
No. Chatbot follow-ups use separate templates with messaging that references the chat conversation, not a shopping cart. They run on their own schedule and don't overlap with your standard abandoned cart sequence.
How do I keep my chatbot's answers accurate?
Update your knowledge bases whenever your tours, pricing, hours, or policies change. After saving an update, the system re-syncs automatically.
Tips & Best Practices
- Use clear, searchable titles and content in your Knowledge Base.
- Tailor your welcome messages to match the page topic or customer intent.
- Test your chatbot flow internally before going live.
Related Articles
- Lead Center
- Automated Emails
- Booking Widget