What Is TrustYou Agent

TrustYou Agent is an AI-powered guest communication platform built for the hospitality industry. It lets you deploy always-available Agents that answer guest questions, provide personalized recommendations, and handle routine front-desk tasks across your website, SMS, and WhatsApp.

What You Can Do with TrustYou Agent

• Handle public questions. Your Agent answers the questions every guest asks: check-in times, directions, parking, breakfast hours, amenities. The kind of things your front desk repeats dozens of times a day.
• Answer personal questions. When connected to guest data, the Agent can respond to private, guest-specific questions based on their booking details and history.
• Free up your team. The repetitive, standard questions get handled automatically. Your staff focuses on the interactions that actually need a human touch.
• Escalate when it matters. When the Agent reaches its limits, it hands over to your team via email or your ticketing system (like Freshdesk). Guests never hit a dead end.

How It Works at a Glance

You set up an Agent in the backoffice, assign it to one or more Places (your properties), pick the channels you want it available on, and turn on the features it needs. Each Agent only sees the knowledge from the Places you've assigned to it, so you control exactly what it knows and talks about. You can run multiple Agents with different Places, for example one Concierge per property or a single Booking Agent that covers your entire portfolio.

Here's the basic flow:

1. A guest sends a message through your website widget, SMS, or WhatsApp.
2. The Agent checks what it knows. That includes two types of knowledge:
   • Property knowledge (public): hotel details, policies, FAQs, reviews, local tips. Available to every guest.
   • Guest context (private): if you've connected an external knowledge source like the TrustYou CDP, the Agent has access to guest-specific data (booking details, stay dates, preferences, history). That means a guest could ask "What time is my check-in?" or "Can I extend my stay?" and get an answer based on their actual reservation.
3. It formulates a response using that knowledge, staying within the tone and instructions you've configured.
4. If the guest needs something the Agent can't handle, it hands over to a human on your team.

The Agent is designed to stay grounded in what you tell it. It can't pull information from the internet and prioritizes your knowledge over speculation. Public knowledge comes from the Resources you add to your Places. Private guest context comes from connected external sources like the TrustYou CDP. You're always in control of what the Agent knows and says.

Key Concepts

Before you dive into the backoffice, here are the building blocks you'll work with:

Agent

An Agent is your AI-powered assistant. You can create multiple Agents for different purposes. Each Agent has its own name, personality, knowledge, and channel configuration. There are two main Agent types:

• Guest Agent -- a general-purpose hotel assistant that answers guest inquiries. It works with both property knowledge and guest-specific data from connected sources like the TrustYou CDP, so it can handle personal questions about reservations, preferences, and stay history.
• Booking Agent -- focused on driving direct bookings. It guides guests toward your configured booking portal with pre-filled fields (dates, room type, guest count) so they're ready to book in one click.

Place

A Place represents a physical property: a hotel, resort, or venue. You create Places in the backoffice and assign them to Agents. Each Place has its own knowledge (documents, website content, reviews) that the Agent can draw from when answering questions about that property.

Resource

A Resource is a piece of knowledge you add to a Place. There are several types:

• Documents -- PDFs or text files you upload (hotel policies, room descriptions, menus)
• Webpages -- pages from your website that the Agent can reference
• Reviews -- TrustYou guest reviews and feedback data
• Markdown -- formatted text content you write directly

When you add a Resource, it gets indexed so the Agent can search through it during conversations.

Feature

Features are capabilities you can turn on or off for each Agent. Some examples:

• Human Handover -- lets the Agent escalate to your team
• Quick Actions -- adds shortcut buttons to the chat (like "Book a Room" or "See Menu")
• Personalized Welcome Messages -- greets guests differently based on context

You decide which Features to enable. The Agent can only use the ones you've turned on.

Channel

A Channel is how guests reach your Agent. TrustYou Agent supports three channels:

• Web Widget -- an embeddable chat window for your website
• SMS -- text message conversations via Twilio
• WhatsApp -- WhatsApp Business messaging via Twilio

You can enable one channel or all three for the same Agent.

The Backoffice

The backoffice is where you manage everything. From there you can:

• Create and configure Agents
• Add Places and fill them with knowledge (Resources)
• Set up Channels (web widget, SMS, WhatsApp)
• Enable Features for each Agent
• Write custom instructions to shape how the Agent responds
• Monitor Conversations and review chat transcripts
• Check Insights for performance metrics and unanswered questions
• Manage your team (invite users, set permissions)
• Customize your Organization's branding

What's Next

Now that you know what TrustYou Agent is and how the pieces fit together, here's where to go next:

• How the Agent Works -- understand the mental model behind knowledge, features, and conversations
• Creating Your First Agent -- step-by-step setup guide
• Understanding Your Agent's Knowledge: Places and Resources -- how the Agent knows what it knows