We’re building up Auto-Agent’s knowledge and ability to answer questions about hotels all the time, but there will always be some occasions where Auto-Agent doesn’t have the answer to a guest’s question.
If a guest asks a question and Auto-Agent 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 Auto-Agent 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 Auto-Agent 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.