Set up chat and concierge

Chat puts a round chat button on your guest pages. A few seconds after a guest opens a page, a short question, Hi, looking for tickets or tables?, appears beside it, once per visit; clicking it opens the chat. Guests leave their name, email, and phone, then message you. Your team or your AI concierge answers from the Chats page.

Turn chat on

1. Go to Settings and choose Chat. It opens over Settings; the card shows On or Off.
2. Turn on Show chat on your pages.

Changes save on their own. The button now shows on your public events page. It stays off the checkout, so it never covers a guest's order or the pay button. Guests send text; your team can still send them images.

While chat is off, the Chats page says so, and Turn on chat there switches it on in one step. Past chats stay in the list, and open when you click them.

To add it to your own website:

1. Go to Marketing → Widgets and choose the Chat tab.
2. Under Preferences, pick a Position (Bottom right or Bottom left), a button Color, and Dark or Light.
3. Copy the code and paste it before the closing body tag, or in your site builder's custom code area. See Embed on your website.

The color is part of the code, so copy it again after you change it. Chat works on your website as soon as the code is published there.

Set your team's hours

Guests can ask for a person in the chat at any time, unless you set when your team answers.

1. In Settings → Chat, under Team availability, turn on Team hours.
2. Turn each day on or off and pick the times, in your venue's timezone from Settings → Account. A time that ends before it starts runs into the next day, such as 9:00 PM to 3:00 AM.
3. To change it for now, choose Available or Away at the top right of the Chats page. It holds until your hours next change. Away also works with Team hours off, until you switch back. Anyone with Full Access to Chats can change it.

While your team is away, Speak to a person doesn't show in the chat. If Your team replies first, the AI concierge answers new chats instead. Without the concierge, the chat tells guests you're away and will reply by email, and their chat waits in Chats for you.

The concierge never offers or promises a person while you're away. If a guest asks for one, it says your team isn't available right now and can reply by email, and keeps helping. If someone may be in danger, it tells the guest to call emergency services and find the nearest staff member or security, and still alerts your team.

Set up the AI concierge

The concierge answers questions, shares your menus, checks table availability, and sends event cards with a Book now button. When a guest asks what tickets or a table cost, it gives the starting price (the cheapest ticket on sale, or the cheapest free table's deposit and minimum spend) and sends the card to book. When a guest says how many people are coming, it names only the tables that fit that many, with how many each fits, and their starting price; if none do, it says so and names the largest table still open. It goes by each table's own capacity where you set one. For a group bigger than any open table, it says so and names the largest one before handing the chat to your team, if your details say large groups go to you. It may ask once how many are coming, alongside the card, and the guest still picks any table when they book. When a guest asks about passes, it names up to three with their prices and sends a pass card: one pass with its picture, price and a Buy pass button, or a few, each opening its own page, and View all passes for the rest. A pass that isn't on sale shows why instead of Buy pass. It can't book a table, sell a pass or take a payment itself: the guest taps the card to book or buy and pay. It hands the chat to your team when needed. See Venue details and menus.

It knows what's on your published events and passes, however far ahead, so guests can ask about a night by its name or date: ticket types and prices, add-ons, each event's description and questions, tables and their deposits (a section with no deposit shows as a request), each night's guest list and its sign-up link, and your passes. It can also help guests with their account: signing in, finding their tickets, and Wallet. It shares your phone and email only where you show them to guests. It always says that fees aren't refundable and sends refund requests to your team. It replies in the guest's language.

1. In Settings → Chat, open the AI concierge tab and turn on Answer with AI.
2. Type a Name. If you leave the default, guests see your venue name followed by "Concierge".
3. Under Who replies first, choose AI concierge to reply straight away, or Your team to have new chats wait for you.
4. Under Tone, choose how it sounds to guests: Warm (friendly, the default), Polished (refined and formal), Lively (upbeat, with the odd emoji), or Direct (short answers). The tone changes only the wording, never what it can say.
5. Under What it knows about you, click each topic and write in plain sentences. The venue, What you offer, and Reservations matter most, and say Needed while they're empty. Each closed topic shows the start of what you wrote. You don't need to list your events: it already knows them.
6. In Common questions, click Add question, then write the question and its answer. Click a question to change it; to remove one, clear its question and close it. A question without an answer says No answer and isn't used until you add one.

Everything here saves on its own. Each box takes up to 1,000 characters, Anything else up to 1,500, and Common questions up to 20 questions (160 characters each, with answers of up to 400). If something isn't in these boxes or your events, the concierge says it doesn't have that detail and offers to connect your team (while your team is away, it says your team can reply by email).

Good to know

• It asks your team to join when a guest asks for a person or raises a complaint, safety, legal, or payment issue. During your team's hours, guests can also tap Speak to a person. The concierge tells the guest it has sent the request to your team, answers anything else they asked, and keeps helping in the meantime. The chat shows as Requesting.
• If a guest says someone may be in danger, such as a medical emergency, the concierge tells them to call emergency services and asks your team to join. It never gives medical advice.
• If no one joins within 3 minutes, the concierge tells the guest no one from the team is available right now and offers to help. The chat shows as Requesting until someone from your team joins or replies; from then on, only your team answers.
• If a guest sends a few messages before the concierge replies, it answers all of them in one reply.
• A guest's chat picks up where it left off in the browser tab they started it in, after a reload too. A new tab, another phone or computer, or the next person on a shared computer gets an empty form with the consent box unticked: nothing a guest typed is kept once they close the tab or the chat ends. From somewhere else, their next message starts a new chat under the same guest.
• The chat button doesn't appear inside embedded calendar or event widgets. Add the chat code separately.

Keeping it on topic

The concierge only talks about your venue: your events, tickets, tables, guest list, passes, menus and visits. It turns down anything else, such as writing code, homework, essays or translations, and it ignores messages that try to change its rules. It never promises free entry, discounts or anything else your details and events don't say.

To keep one chat from running up costs, the concierge stops answering a chat after three off-topic messages, after 25 replies, or if it can't reply. The guest is told your team will pick it up (or, while your team is away, that your team can reply by email), and the chat moves to your team. Each venue also has a daily limit on concierge replies; past it, new messages wait for your team.