Auto-reply and FAQ

Auto-reply answers guest questions in 'Chat' on your behalf, using only what you've already entered in Inscramble. It's off by default. It gives a first answer while you're away rather than replacing you: guest messages still notify your team as usual.

Turning it on

In 'Reservation rules', turn on 'Accept chat inquiries', then the 'Auto-reply' switch beneath it, which is marked 'Beta'. Auto-reply can't be on while chat inquiries are off. Save the screen to apply the switch.

What it answers from

• Service information: name, address, contact details, operating hours, holidays, booking window, and lead time.
• Product groups and products: descriptions, prices, durations, payment method, deposits, and booking notices.
• Refund policies.
• Your FAQ entries.
• Live availability. It works out the product and date, looks up open times, and reports them.

It never confirms bookings, makes promises, or sends links, and it doesn't invent numbers. Prices, refund rates, and availability are checked against your data before a reply goes out.

FAQ

Once auto-reply is on, the 'FAQ' section appears in the same card. Use 'Add FAQ' to save a question and its answer; you can save up to 30 per service. Write each entry once in your own language, and auto-reply translates it when answering. Where an entry contradicts your settings, such as an old price or opening time, the settings win.

Language and labels

Auto-reply answers in the guest's language. Every automated bubble carries the 'Auto-reply' label, and the first automated message in a conversation includes a short note that it's automated.

When it can't answer

If it finds no reliable answer, it says so and offers an 'Ask a staff member' button. When the guest taps it, or asks for a person, the conversation shows a 'Needs a reply' chip and every member is notified. Auto-reply then stays quiet in that conversation until a member replies.

Once a member sends a message, auto-reply also stays quiet in that conversation for 24 hours. From the conversation menu you can 'Turn off auto-reply' for that chat only, 'Turn on auto-reply' again, or 'Hand back to auto-reply' to end the quiet period early. Handing back takes effect from the guest's next message.

There are daily limits per conversation and per service. When a limit is reached, auto-reply stops for the day and guests reach you directly.