Under “My Rules”, a hotel sets what CRIS, ReGuest's AI chatbot, does for a particular intent of a guest message: how CRIS answers the guest and whether the conversation is assigned to a team. If no rule fits, CRIS answers from the entries under “My Knowledge Base”. The menu item is under “Sales Intelligence” › “CR:IS” › “My Rules”.
The hotel edits the rules but does not create new ones and does not delete any.
Example: Answer questions about pets with selected entries
Guests ask whether they may bring their dog. CRIS should answer this only with the entries the hotel has created about pets.
Open “Sales Intelligence” › “CR:IS” › “My Rules”. The list shows the rules, grouped by department.
Open the rule for the intent “Pets Policy”. Under “Message intent:” it says “Pets Policy”.
Under “1. Response to the guest”, select the answer type “AI-generated answer”.
For “Should elements from the knowledge base be used for the answer?”, select “use selected entries”.
Select “Add elements”. In the dialog, search for the entries about pets with “Filter by internal name...” and add them with “Add”.
Under “2. Task management and assignment”, select “do not assign to a team”.
At the top, select “Save”. The rule does not save itself. Afterwards it says “saved” there.
As long as a change is not saved, “Simulate conversation” is locked.
The pages in detail
The list of rules
The list shows all rules, grouped by department. “Filter by name...” searches for a rule by its name. “All” shows all rules. The filters “AI-generated answer”, “Forward answer”, “Predefined answer” and “No answer” show only the rules with this answer type. “Simulate conversation” opens a preview of the Website Messenger in which CRIS answers, even when it is switched off for guests.
A rule
The page of a rule names, under “Message intent:”, the intent it applies to, and has two parts.
“1. Response to the guest” sets how CRIS answers. The choices are always “AI-generated answer”, “Forward answer”, “Predefined answer” and “No answer”.
“AI-generated answer”: CRIS writes the answer itself. Under “Should elements from the knowledge base be used for the answer?”, the hotel selects what CRIS answers from: “use no entries”, “search all entries (only relevant entries are used)” or “use selected entries”. With the last choice, “Add elements” adds the entries. Under “Internal instruction”, the hotel writes how CRIS should answer the guest; CRIS bases its answer on it. If no entries are used, the “Internal instruction” is mandatory.
“Predefined answer”: CRIS sends the fixed text from “Automated answer text”, one per language.
“Forward answer”: CRIS writes to the guest in their language that the request is being forwarded to the selected team. This answer type requires a team under “2. Task management and assignment”.
“No answer”: CRIS does not answer the guest.
“2. Task management and assignment” sets what happens to the conversation: “do not assign to a team”, “Set task/notification to completed” or “assign to a team”. “Set task/notification to completed” does not assign the conversation to any team and sets the open notifications for its messages to completed. With the last choice, the hotel selects the team under “Which team to assign to?”.
The dialog for adding entries
The dialog shows the entries from “My Knowledge Base”. “Filter by internal name...” searches for them by their internal name, “Add” adds them to the rule, and “Close” closes the dialog.
Prerequisites
‘My Rules’ belongs to the CRIS Chatbot licence module.
If the module is licensed, access to it is enabled for specific users through their role. Roles are managed by ReGuest support.
Frequently asked questions
When does CRIS answer the guests itself? Only if “answers general questions directly, applies the rules to specific questions and supports the team with response suggestions” is selected under “Settings”.
Why can a team not be archived? A team that is entered in rules can be archived only once another team is selected under “Which team to assign to?” in these rules. Which rules still use the team is shown on the team's page under “Used in the following rules”.
As of: 2026-10-19.