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Set Up AI Concierge

Turn on the AI chat assistant for guests, pick a model, and configure the system prompt and budget.

Set Up AI Concierge

What you'll learn: How to enable the AI Concierge — a chat assistant that answers guest questions on the TV and mobile companion using your hotel's information.

Time needed: 10 minutes.

Before you start

You'll need:

  • Login access.
  • An OpenAI API key OR an Anthropic API key. You get these from each provider's website. There's a small monthly cost based on usage — typically a few dollars per month for a small hotel.
  • A few minutes to write a brief about your hotel (used as the AI's "system prompt").

Cost note: Even if you pick Anthropic for the chat, the embedding model (the part that finds the right knowledge document for each question) currently runs on OpenAI. So you'll likely need both keys if you go with Anthropic.

Step 1: Open AI Concierge → Settings & test

In the left sidebar, under PLATFORM, click AI Concierge.

The page has three tabs: Knowledge base, Suggested questions, Settings & test. Click Settings & test.

AI Concierge page with the Settings & test tab selected, showing the Enable toggle, provider dropdown, and the API key fields

Step 2: Enable the AI Concierge

At the top, toggle Enable AI Concierge on.

When off, the TV and mobile chat tiles still appear, but tapping them shows an "AI is currently unavailable" message.

Step 3: Pick a provider

Under Provider, choose one:

  • OpenAI — chat + embeddings from one provider. Simplest setup. One API key.
  • Anthropic — chat from Anthropic, embeddings still from OpenAI. Two API keys needed.
  • None (disabled) — same as turning the toggle off.

[SCREENSHOT_PLACEHOLDER: Provider dropdown expanded with the three options visible]

Step 4: Pick a chat model

The Chat model dropdown shows models available for your chosen provider. The default is sensible — pick a faster/cheaper one for FAQ-style hotels, a more capable one for complex requests.

Step 5: Paste your API key(s)

  • OpenAI API key — paste your key (starts with sk-…). If a key is already saved, you'll see a green badge with a masked preview. Paste a new key only to replace it.
  • Anthropic API key — paste your key (starts with sk-ant-…). Only used if Provider is Anthropic.

Step 6: Write the system prompt

The System prompt field is the AI's "personality and rules". Write 2–4 short paragraphs about:

  • The hotel's name and style (luxury / boutique / family-friendly).
  • What the AI is allowed to help with (room service, spa, local tips, hotel facilities).
  • What it should not do (give medical advice, make reservations it can't actually make, invent prices).
  • Tone (formal, casual, brief, detailed).

You can use {{hotel_name}} and the system inserts your hotel name automatically.

Example:

You are the friendly concierge for {{hotel_name}}, a boutique
hotel in central Krakow. Help guests with hotel facilities,
restaurant hours, spa bookings, and local recommendations.
Be warm, brief, and accurate. If you don't know something,
say so politely and suggest the guest call reception (extension 0).
Never invent prices, opening hours, or staff names. Reply in
the language the guest writes to you in.

Step 7: Tune behavior

  • Temperature — slider from 0 to 1.5. Lower = more factual and predictable. 0.3 is recommended.
  • Max tokens — how long each reply can be. ~500 is a good default.

Step 8: Set a budget (recommended)

To avoid surprise bills:

  • Monthly budget (USD) — e.g. 20. Set to 0 for no cap.
  • Daily message limit — e.g. 200. Set to 0 for no cap.

When the cap is reached, new messages get a polite "limit reached" response.

Step 9: Test the connection

Click [Test connection] at the bottom. If your API key works, you'll see a green confirmation. If not, fix the key and test again.

Step 10: Save

Click [Save settings].

Step 11: Add a tile to the main menu

In Main Menu Editor, click [+ New item], set Type = AI Concierge, give it a title and icon, save.

Now guests see an AI Concierge tile on the home screen.

See: Customize the Main Menu

What if it doesn't work?

Test connection fails:

  • Wrong key. Re-paste it.
  • Key has been revoked. Generate a new one.
  • The provider has billing issues — check your account at OpenAI or Anthropic.

AI gives generic answers, not hotel-specific ones: The knowledge base is empty. See Manage Knowledge Base.

Replies are too long or too short: Adjust Max tokens (length) or rewrite your system prompt to ask for the style you want.

Costs are higher than expected: Lower Temperature, lower Max tokens, set a Monthly budget, or pick a cheaper model.

Next steps