Summary: The Context Box in AI Settings tells Allin how to respond to guests — think of it as giving Allin "house rules" for conversations. This is different from uploading documents (which give Allin factual knowledge). Writing clear, concise instructions here ensures Allin responds in a way that matches your brand and property standards.
Permissions Required: Brand Admin (for brand-level context) or Location Admin (for location-level context)
What is the Context Box?
The Context Box is found in Settings → AI Settings for each brand and location. It allows you to provide specific instructions that shape how Allin communicates with guests.
There are two levels:
Brand Context Box — Instructions that apply across all properties within your brand (e.g. tone of voice, brand style guidelines).
Location Context Box — Instructions specific to a single property (e.g. local dining rules, on-site facility details). Location-level information is combined with brand-level information and takes priority when there is a conflict.
What Goes in the Context Box
Think of the Context Box as a place for "house rules" — short, direct instructions that guide Allin's behaviour. Use it for:
Tone adjustments — e.g. "Use a more relaxed style for spa bookings."
Prioritisation rules — e.g. "Always recommend our in-house restaurants before outside options."
Escalation triggers — e.g. "If a guest asks about private dining, always say you'll check with our events team."
Exclusions — e.g. "Do not mention construction on the 5th floor."
Guest treatment preferences — e.g. "Always address loyalty members by name if available."
Greeting management — e.g. "Use time-appropriate greetings such as Good morning, Good afternoon, or Good evening based on the hotel's local time."
What Does NOT Belong in the Context Box
Exhaustive hotel facts (hours, menus, policies) — upload these as PDF documents or URLs instead.
Marketing copy or long descriptions — keep the Context Box focused on short instructions only.
Customer-specific information — never include guest personal data.
Steps to Follow
Go to Settings in the left-hand side menu.
Click on the Location or Brand tab, depending on which level you want to configure.
Select the desired property (if configuring at location level).
Open the AI Settings tab.
Type your instructions into the Context Box as if you were training a new member of staff. Use plain English.
Keep your instructions to 2–5 concise bullet points. Short and general works better than trying to cover every possible scenario.
Click Save when you are finished.
Common Questions
Q: Should I write instructions in a language other than English?
A: No. Always write Context Box instructions in English, regardless of the language your guests use. Allin handles translation separately.
Q: What happens if my brand-level and location-level instructions conflict?
A: Location-level instructions take priority over brand-level instructions. Make sure your instructions at each level do not contradict each other.
Q: How long should my instructions be?
A: Keep it under 500 words. Two to five bullet points is ideal. The more concise and specific your instructions are, the better Allin performs.
Q: Can I use the Context Box to tell Allin how to handle specific guest scenarios?
A: Yes. For example, you can add instructions like: "If a guest asks about late check-out, refer them to our late check-out policy which allows stays until 2pm for a fee of $50." This helps Allin respond accurately without needing to escalate.
💡 Tips for Writing Good Instructions
Be direct and specific — Instead of "Sound luxury," say "Use formal tone with elevated vocabulary."
Give rules, not full example responses — Instead of writing a full sample reply, write "Keep answers under 120 characters for SMS."
Avoid conflicts — Make sure your brand-level and location-level instructions do not contradict each other.
Test and refine — After adding instructions, send a few test messages and review how Allin responds. Adjust your wording if needed.