SwiftAssist
Implementing a Chatbot to your website offers quick answers and support around the clock. All answers are fully customised to your properties needs, and customer behaviour. Improving guest experience and daily operations, and aimed to drive more direct bookings.
Benefits to properties
Capture and answer queries received outside business hours
Self Help ability to set answers to commonly asked questions instantly
Retention: Conversion as you are minimising customers from leaving your site and looking at competitors
Resource and time management as your staff are free for higher value work
Benefits to customers/bookers
Efficiency: general queries are answered immediately, less frustration from waiting on replies to emails
Better and easier guest experience
Availability whether the guest is searching outside business hours or a different time zone they will have access to answers
Ability to guide guests through the booking process
Personalised recommendations based on queries asked by the guests
Less work for the customer as they do not need to search the website for answers
To Access SwiftAssist:
Login to the STAAH Extranet
Go to the Booking Engine module
Select SwiftAssist
Steps to Set Up SwiftAssist
Within the SwiftAssist module, there are six tabs, each serving a specific purpose to ensure guests have all the information they need during the booking process.
Property information
Enter property information and set labels for quick access buttons. This information is visible when SwiftAssist is accessed.
NB: SwiftAssist does not have a live person they can connect to. Through the ‘Talk to an Agent’ selection a call will be made using WhatsApp function to the mobile configured
Key Topics
Create information that is relevant to your property, guests and/or surrounding areas. Key Topics are buttons that are visible when SwiftAssist is opened by your guest, and displayed with buttons set in property information.
Example - you may receive many queries for recommendations on where to eat, using Key Topics is an easy way to showcase this to visitors
Select ‘Add Key Topic’
Enter a summary about places to eat, which is displayed when a user selects this Key Topic. Alternatively, you can list all of the places available.
You also have the option to create sub-Key topics (optional). This allows you to categorise the options displayed to your visitors.
Within the sub-Key Topics, you can then list the options thatare available
FAQs
Create answers to frequently asked questions, ensuring customers are assisted instantly. This helps save time for your customers and staff, while also improving your customer experience
How does it work? You create the question and the answer. When a user types this question, SwiftAssist It will go through your FAQs and display the answer to this question.
Select ‘Add FAQ’ button
Enter the frequently asked question (example: Airport Transfers)
Enter the response that is relevant to the question (example Airport Transfers available with 72 hours notice. Please contact us via phone or email to arrange your Airport transfer)
Chat History
Visibility of guests that have interacted with the OBI. History provides an in-depth understanding of guests interactions, conversations and searched availability made through SwiftAssist feature.
Immediately, the guest name and email address (if provided) is visible. Guests that have not entered information are displayed as Guest user.
Select the arrow next to each guest to expand and see a more detailed overview of the guest's interaction
You will see 2 tabs (applicable only for guests who have made a reservation through SwiftAssist)
Chat history: See all queries written by the guest and the response provided by SwiftAssist.
Bold is the query/text entered by the guest
Following that is the response to the query. Response is based on the information you have entered within the SwiftAssist setup
Booking history: Applicable to guests who have made a reservation through SwiftAssistI.
No booking, guest information and booking history tab is visible.
Identify guests searched dates and availability & rates results returned.
Upon room selection, occupancy is requested, and details are visible in the history
All confirmed bookings are recorded with their associated booking reference ID.
Option to filter based on guest name
Refresh will pull in recent interactions.
Customisation
Here is where you can customise the colours of SwiftAssist to keep consistent with your website colour scheme. Ensuring a seamless experience for your guests. You will see various fields that can be customised.
Header and Chat - applies to the Property name in the header of SwiftAssist, the guest’s message and send message icon.
Submenu - applies to Property information and Key Topic buttons
Bot message - set colour to messages from the bot (i.e Welcome message)
Chat background colour - customise the chat background
Logo background colour – customise the logo background
Chat script
Implementing SwiftAssist is simple. Simply copy the script and provide to your website developer to add to your site.
Groups
Chat OBI is available to group listings. This enables the group to create information relevant to all properties and add the widget to their website
Same browser is same thread, need to check cookies
Group need to indicate what property they are booking
Additional information:
Bookings made via SwiftAssist will include SwiftAssist as the POS (Point of Sale)
Booking addons via SwiftAssist currently not available
Available to SwiftBook Booking engine subscribers, contact sales@staah.com to enable this feature.
Key Points:
General Functionality
The Pay Now and Pay Later options operate identically to the Booking Engine, and if enabled, will follow the same behaviour.
The Chatbot is implemented on the property’s website and requires an additional subscription cost; it is not an Extras option within the booking flow.
Multilingual selection is not available within the Chatbot.
The Chatbot behaves the same on mobile view as it does on desktop.
There is no limit to the number of FAQs a property can add.
Chatbot availability for demo accounts is planned for end of January 2026, and it is recommended to wait for enhancement releases before adding to test accounts.
Booking Workflow
Group bookings or multiple room bookings in a single flow are not supported.
Day Use booking may be possible but requires further confirmation.
The Manage Booking option cannot be hidden and is mandatory for cancellation.
Booking modification is not supported; only cancellation is available, despite the label showing “Cancel/Modify”.
A Special Request field is not available during the booking process.
A personalised welcome message for returning guests is not supported.
Guest details are only captured when the booking process is initiated, and not before the conversation begins.
Notifications and Integrations
WhatsApp notifications for new bookings are not part of the Chatbot functionality.
Reminders for pending bookings or payment alerts are not supported within the Chatbot.
WhatsApp is the only third‑party messaging tool currently supported for agent communication.
Reporting and Tracking
Bookings generated through the Chatbot are expected to show POS = SwiftAssist within STAAH (to be confirmed).
Chat history will be available for download, and the system retains at least the last 100 chats.
Data Handling and Privacy
Chat history download will be available, and guest email addresses will be masked; details included are still being confirmed.
Chatbot cookies are stored for 365 days unless manually cleared.
Property details such as name, website, address, and contact information (excluding mobile number) are auto‑populated.
Guest phone numbers will not be displayed in chat history.
Sensitive personal information will be masked, and updates to masking have been implemented but are pending release.