We’re building up the Automated Assistant's (formerly called Auto-Agent) knowledge and ability to answer questions about hotels all the time, but there will always be some occasions where it doesn’t have the answer to a guest’s question. 

If a guest asks a question and the Automated Assistant doesn’t know the answer it will reply to let the guest know it can’t help and will ask them if they have another question. This gives the guest a chance to rephrase their question or to ask something different. 

If the guest then asks a second question that the Automated Assistant can’t answer, it will ask for the guest’s email so that a member of hotel staff can back to them. When this happens then the Automated Assistant will also back off from answering any further messages in that chat for the next two hours, so that it doesn’t annoy the guest. 

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