AI Profiles: what they are and how to order them
The AI Profile determines how the AI agent behaves: tone, autonomy, Instructions, Topics, and time slots. This guide explains what it contains, how to create a profile for a specific time slot, and why the Default Profile should be at the bottom of the list.
This page is not translated yet: you are seeing the Italian version.
You are in the right place if…
- “The night profile never activates”
- “I would like the AI to respond differently at night or on weekends”
- “What is the Default Profile?”
- “How do I create a new AI Profile?”
This guide has not yet been verified against the latest software version.
The AI Profile is the AI agent's behavior manual: it decides how and when it responds. Facts about the property (hours, Wi-Fi, parking, rules) do not go into the profile but into the Knowledge Base.
What a profile contains
- When it activates: always, during specific time slots, or on certain days of the week.
- Tone of voice for responses.
- Autonomy level: how much the AI can respond on its own, based on the Confidence Level.
- Whether to send a courtesy message to the guest when the conversation is handed over to a human agent.
- Instructions: behavioral rules that are always valid.
- Topics: fixed responses to specific questions.
You can have multiple profiles, for example, a standard one and a night one, each with different rules.
The order rule
For every incoming message, SmartChat scans the list of profiles from top to bottom and uses the first one active at that moment. For this reason:
- place profiles with specific times or days at the top;
- leave the Default Profile at the bottom, as it is always active and acts as a fallback.
If the Default Profile is above a specific profile, it will always win, and the specific profile will never activate.
Correct order: 1. Evening (9:00 PM–7:00 AM), 2. Weekend (Saturday and Sunday), 3. Default.
Example: an evening profile
Suppose you want the AI to remind guests that the reception reopens in the morning between 9:00 PM and 7:00 AM.
- Open AI Profiles and click New Profile.
- Name: "Evening".
- Activation: time slot 9:00 PM–7:00 AM, every day.
- Time zone: the property's time zone.
- Add an Instruction, for example: "If the request is not urgent, kindly remind them that the reception is available from 7:00 AM".
- Save and check that "Evening" is above the Default in the list.
How to get started
- Fill out the Knowledge Base first: it is the part that most impacts the quality of the responses.
- Start with cautious autonomy for a few days and increase it once you are satisfied with the responses.
- Add Instructions and Topics after seeing how the AI behaves with real messages.