Under “Settings”, a hotel sets how CRIS, ReGuest's AI chatbot, reacts to incoming messenger messages: not at all, with a response suggestion for the team, or with an answer of its own to the guest. The menu item is under “Sales Intelligence” › “CR:IS” › “Settings”.
Example: Let CRIS answer the guests itself
Open “Sales Intelligence” › “CR:IS” › “Settings”. The page is called “Adapt the behavior of CR:IS”.
For “How does CR:IS behave with incoming messenger messages?”, choose “answers general questions directly, applies the rules to specific questions and supports the team with response suggestions”.
Switch on the “Pause when a hotel user intervenes in the conversation” switch and enter, for example, 30 under “minutes (pause)”.
Switch on the “Deactivate automatic responses of the chatbot for company guests” switch if CRIS should not answer company guests itself in the Website Messenger.
Select “Save”.
After that, CRIS answers the guests itself, and the inbox also shows response suggestions to the team. If a staff member has written in the conversation in the last 30 minutes, CRIS does not answer there.
The pages in detail
“Adapt the behavior of CR:IS”
The page has a selection, two switches, a field and the “Cancel” and “Save” buttons. “Cancel” only appears while there are unsaved changes; it discards them and restores the last saved settings, without leaving the page.
The “How does CR:IS behave with incoming messenger messages?” selection has three values:
“doesn't answer”: CRIS does not answer and makes no suggestions. This choice is the default.
“suggests a response in the backend, which must be confirmed before sending”: The inbox shows response suggestions from CRIS. A staff member accepts, edits or discards them. CRIS itself does not write to the guest.
“answers general questions directly, applies the rules to specific questions and supports the team with response suggestions”: CRIS answers the guests itself, and the inbox continues to show response suggestions. Answers from CRIS on WhatsApp, Facebook and Instagram carry a “✨” in front of its name.
“Deactivate automatic responses of the chatbot for company guests” blocks the automatic answers from CRIS in the Website Messenger for company guests and for event offers. The switch is off by default.
If “Pause when a hotel user intervenes in the conversation” is switched on, CRIS does not answer in a conversation in which a staff member has written. The “minutes (pause)” field sets for how long: the default is 60 minutes, and values from 5 to 600 are allowed.
Prerequisites
‘Settings’ belongs to the CRIS Chatbot licence module.
If the module is licensed, access to it is enabled for specific users through their role. The following needs its own access in the role: saving the settings. Roles are managed by ReGuest support.
Frequently asked questions
CRIS does not answer a guest. What is the reason? Check in this order: Is “answers general questions directly, applies the rules to specific questions and supports the team with response suggestions” selected for “How does CR:IS behave with incoming messenger messages?”? Has a staff member written in the conversation within the minutes entered under “minutes (pause)”? Is the guest a company guest, and is “Deactivate automatic responses of the chatbot for company guests” switched on? Under “My Rules”, for the rule whose “Message intent:” matches the guest's message, is “No answer” selected under “1. Response to the guest”? If none of this applies, ReGuest support can tell you whether CRIS is set up for the hotel so that it answers guests.
Why can the settings not be saved? Saving needs its own access in the role. Without it, the page shows the settings but does not apply any change. Roles are managed by ReGuest support.
Can a guest write to CRIS in the Website Messenger without signing in? Only if “answers general questions directly, applies the rules to specific questions and supports the team with response suggestions” is selected for “How does CR:IS behave with incoming messenger messages?” and anonymous chatting is set up for the hotel. ReGuest support can tell you whether this is the case.
As of: 2026-10-20.