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.

1. In the left-hand menu, go to General > Knowledge Base.
2. Click Add New Knowledge Base.
3. Choose the type of content you want to add:

4. Add a title and description to help you stay organized.
5. 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 2: Create Your Chatbot

1. In the left-hand menu, go to Marketing > Chatbot.
2. Click Add New ChatBot.
3. Fill in the chatbot details:

4. 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 3: Install the Chatbot on Your Website

Once your chatbot is created:

1. In the Chatbots menu, locate your bot and click Install.

2. 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
3. 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:

1. Visitor asks about an activity (e.g. "I want to book the kayak tour for Saturday")
2. Chatbot checks live availability and offers available timeslots
3. Visitor picks a time and guest count
4. Chatbot collects name, email, and phone number
5. A payment link is sent to the visitor's phone via SMS
6. Visitor completes payment — booking appears in TripWorks as confirmed

If the visitor doesn't complete payment, the booking stays in draft status and follows your standard abandoned cart flow so you can follow up.

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
• The full transcript of what was discussed
• An AI-generated summary preview of the conversation

Use conversation history to find common questions you haven't answered in your knowledge base, and spot patterns in where visitors drop off.

FAQ

About the chatbot

How is the chatbot trained?
The chatbot has three layers working together: a configured conversation flow (built by our team to handle greetings, questions, availability checks, and bookings), your account data (it pulls live experience details, real-time availability, and pricing directly from your TripWorks account every time it's asked), and your knowledge base (the FAQs and content you upload). You don't have to train the AI yourself — just add your knowledge base content and turn it on.

Can the chatbot tell the difference between different types of tours (sightseeing, charters, airport transfers, etc.)?
The chatbot reads the name, description, and details of each of your experiences and uses that to route customers to the right options. As long as your experience names and descriptions are clear (for example, "Hudson River Sightseeing Tour" vs "JFK Airport Transfer"), the bot picks up on the same language you'd use to describe each one.

Can the chatbot speak languages other than English?
Yes — basic conversations work in 30+ languages out of the box. If a guest writes in Spanish, French, or another language, the bot generally responds in kind. Your knowledge base content and welcome messages are stored in whatever language you uploaded them in, so for fully localized support in another language, you'd want to add translated content. If you need a specific language fully supported, let us know.

Accuracy and safeguards

Does the chatbot have real-time access to availability and pricing?
Yes. Every time a customer asks about availability or pricing, the chatbot pulls live data directly from your TripWorks account. Closed timeslots, sold-out times, and dates not visible to ecommerce customers are automatically filtered out. Make sure your experiences, timeslots, and pricing are kept up to date in TripWorks so the bot always shows the right information.

Is there any risk the chatbot provides inaccurate information? What safeguards are in place?

• Live data: Pricing, availability, and experience details are pulled live from your TripWorks account — never cached.
• Built-in guardrails: The chatbot is explicitly instructed to never make up pricing, availability, dates, or experience details. If it doesn't have a piece of information, it says so rather than guess.
• Payment is the safety net: Bookings are not confirmed until the customer pays through the payment link. The final price the customer pays is always calculated at checkout, not by the chatbot.

That said, AI is not 100% accurate. We monitor conversations and continuously refine the bot. We recommend reviewing your chatbot's conversation history regularly and updating your knowledge base when content changes.

Customer experience

Can the chatbot transfer a customer to a real person?
Not today. If a customer gets stuck or asks for a human, the chatbot directs them to your contact info (phone or email from your TripWorks account).  

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.

Can the chatbot modify or reschedule existing bookings?
Not today. The chatbot can create new bookings but cannot edit or reschedule existing ones. If a customer wants to change a reservation, the bot will direct them to contact your team. 

Payments and security

How does the chatbot handle payments? What about 3D Secure and fraud protection?
The chatbot doesn't process payments itself. After collecting booking details, it creates a draft booking and sends the customer a payment link via SMS. The customer pays through your standard TripWorks checkout — same as any direct website booking. That means all your normal payment protections apply: CVV checks, AVS, 3D Secure, and fraud monitoring. The chatbot has no special path that bypasses any of this.

Are there any fraud risks specific to the chatbot?
The chatbot doesn't introduce new fraud risk because it doesn't process payments itself — it hands off to your standard checkout flow, which has all the normal fraud protections in place. The chatbot also can't access other customers' information; every conversation is scoped to your account only.

Leads, reporting, and follow-up

Can it collect contact information from guests who don't complete a booking?
Partially. During a booking flow, the chatbot collects name, email, and phone before the booking is created. If a guest abandons the conversation before booking, any contact info they shared is captured in the chat transcript but isn't yet surfaced as a clean lead.  

What kind of reporting do I get on chatbot performance?
Today you can see every conversation in the chatbot history view, including a summary of what was discussed.  

General

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.

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.

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.

Is the chatbot a substitute for direct customer service?
No — it's a 24/7 helper for common questions and bookings, not a replacement for your team. For complex requests, complaints, or anything outside the bot's scope, the chatbot directs customers back to you.

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.

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