> ## Documentation Index
> Fetch the complete documentation index at: https://docs.recepai.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Chat Settings

> Teach your receptionist how to talk to guests via Chat Widget, WhatsApp, or Telegram.

The Chat Settings page is where you define how your receptionist communicates through **text** — via your website chat widget, WhatsApp, or Telegram.

<Info>
  **Why is Chat separate from Voice?** Written and spoken communication follow different rules. In chat, guests expect detailed answers with links and formatting. On a phone call, your receptionist needs to be brief and conversational. Splitting these lets you fine-tune each channel independently.
</Info>

## How They Should Chat

This is the most important field on this page. Think of it as the training manual you'd hand a new receptionist on their first day — explain the tone, the boundaries, and how they should handle different situations.

<Warning>
  **Common mistake:** Don't put hotel information (room types, prices, hours, policies) in this field. That belongs in [Training Materials](/admin-panel/documents). This field is for *behavior* — how your receptionist should act, not what they should know. Your receptionist automatically pulls knowledge from Training Materials during conversations.
</Warning>

<Info>
  **Character Limit:** 12,000 characters maximum. The counter changes color to guide you:

  * **Green (0 - 8,000):** Optimal range
  * **Orange (8,000 - 10,000):** Getting long — consider moving details to Training Materials
  * **Red (10,000 - 12,000):** May affect response quality

  For best results, keep your instructions under 10,000 characters. Detailed information (room types, restaurant hours, policies) should go in [Training Materials](/admin-panel/documents), not here — your receptionist will automatically reference them when needed.
</Info>

<Tip>
  Click the **Expand** button for a full-screen editing experience — much easier for longer instructions.
</Tip>

The quality of your receptionist's responses depends directly on how well you write these instructions. Take the time to be specific. For a step-by-step guide, see the [Chat Prompts Guide](/prompt-engineering/chat-prompts).

## Thinking Engine

This field shows which AI model powers your receptionist's chat responses. It's configured by the RecepAI team and displayed as **read-only** so you always know what's running behind the scenes.

If you need a different model, contact your account manager.

## Creativity Level

The creativity slider controls how predictable your receptionist's responses are:

| Level        | Range     | Best For                                                     |
| ------------ | --------- | ------------------------------------------------------------ |
| **Focused**  | 0.0 - 0.3 | Most accurate and consistent. **Recommended for reception.** |
| **Balanced** | 0.4 - 0.7 | More natural, slightly less predictable                      |
| **Creative** | 0.8 - 1.0 | Not recommended for guest services                           |

<Warning>
  For hotel receptionists, we recommend the **Focused** range (0.3 or lower). Guests need accurate, reliable answers — not creative interpretations.
</Warning>

<Note>
  If your hotel uses a reasoning model (a model that thinks more deeply before responding), the Creativity Level slider won't appear. These models manage their own response style internally.
</Note>

## Chat Quality Criteria

Define what "success" means for your hotel's chat conversations. After each chat, your receptionist automatically evaluates whether these criteria were met — and flags conversations that need your attention.

**How to set criteria:**

1. Click **"Add Criteria"**
2. Give it a clear name (e.g., "Guest Question Answered")
3. Describe what success looks like (e.g., "The guest's specific question was answered with accurate information")

**Example criteria:**

* Guest confirmed their question was answered
* Booking inquiry was handled with reservation contact info
* Guest expressed satisfaction or thanks

<Info>
  Quality criteria work hand-in-hand with [Training Opportunities](/admin-panel/dashboard#training-opportunities) on your Dashboard. When your receptionist fails a criteria because it lacks knowledge on a topic, that conversation shows up as a training opportunity — telling you exactly what to add to your [Training Materials](/admin-panel/documents).
</Info>

For a deeper dive into quality criteria, see the [Chat Evaluation Guide](/quality/chat-evaluation).

## Saving Changes

Click **"Save Personality"** at the top of the page to apply your changes. If you have unsaved changes and try to leave, you'll see a warning.

Use the **"Reset Changes"** button at the bottom to discard everything and go back to the last saved version.