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🤖 Reelzy.co Chatbot (Skippers)

📣 What happens when the chatbot is ON

Updated over 5 months ago

Help guests get faster answers - and save yourself time. Here’s exactly how the chatbot behaves when enabled for a listing:

🎯 What It Does

  • Auto-replies from your Answer Library when there’s a clear match.

  • Drafts a reply from your listing facts & policies for you to approve if there’s no clear match.

  • Handles small-talk (hi/hello/thanks/“I’ve got a few questions…”) with a short, friendly message prompting for details.

🧠 How It Decides
1️⃣ Small-talk first
If the guest message is a greeting or a generic opener, the bot sends a short, polite reply that invites specifics (e.g., pricing, availability, what’s included, meeting point, fuel/captain, cancellation).

2️⃣ Try Answer Library (auto-reply)
The bot compares the guest’s message to your QAs. If a QA clearly answers it, the bot auto-replies with that answer.

3️⃣ Otherwise: Draft from listing
If no QA is a strong match, the bot prepares a concise draft using your listing data and policy text. You can edit and send.

The bot never invents details. If something isn’t in your data, it says it’s not specified in the draft and lets you provide the answer.

📚 Where Answers Come From

  • Answer Library: your Q/A pairs (one topic per entry works best).

  • Listing facts: title, location, capacity, amenities, rules, description.

  • Your profile data: languages spoken, about text.

  • Policies: your cancellation policy text.

🔥 Hot QAs (Automatic)

  • “Hot” QAs are the most-used Answer Library entries for this listing in the recent window (default 30 days).

  • Usage is counted from host replies and approved bot drafts that cite a library entry.

  • We prioritize up to 15 Hot QAs for auto-replies. The rest remain available for drafting.

  • No manual pinning - Hot updates automatically as usage changes.

Tip: If a new QA isn’t auto-replying yet, use/cite it in replies - once it’s used enough, it moves into Hot and will be prioritized.

🗣️ Small-Talk & Generic Openers
Examples the bot treats as small-talk:

  • “Hi”, “Hello”, “Thanks!”

  • “I have a few questions”, “Quick question”, “Can you help?”
    The bot will reply briefly and ask what they’d like to know (availability, what’s included, etc.).

🌦️ Weather & Tides
The bot does not guess conditions. For weather/tide questions it drafts a short message that points the guest to check conditions via your listing tools.

✅ What You’ll See

  • Auto-reply: message sent by “Bot”.

  • Draft: appears in your inbox for approval/editing.

  • Citations (internal): help power analytics and Hot QAs.

  • Metrics: a “Top/Hot QAs” list shows which entries drove the most answers.

⚙️ How to Enable

  1. Open your Listing → Chatbot settings.

  2. Toggle Enable Chatbot.

  3. Ensure your Answer Library is clear and up to date.

💡 Tips to Improve Auto-Replies

  • Keep each QA focused on one topic with a direct, short answer.

  • Use the same wording guests use (“fuel included?”, “meeting point?”, “bring own gear?”).

  • Merge duplicates to avoid splitting usage.

  • Approve good drafts - those citations help promote effective QAs into Hot.

  • Keep listing facts current (capacity, meeting point, rules).

🔍 Troubleshooting

  • It drafted instead of auto-replying: no QA strongly matched—add/clarify a QA for that topic.

  • My new QA isn’t used: it may not be in the Hot set yet; as it’s cited/used, it will rise into Hot.

  • Answer seems too generic: tighten the QA text or add a more specific QA.

📜 Behaviour & Safety

  • The bot avoids sharing external contact info and won’t move chats off-platform.

  • If a fact isn’t available, it creates a draft with “not specified” text rather than guessing.

  • The bot respects your cancellation policy and listing rules when drafting.

🎣 Get Started
Enable the chatbot in Chatbot settings, review your Answer Library, and let the bot handle common questions while you focus on trips.

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