Use the customize messaging to support AI-generated answers or replace enterely
Custom Responses allow clients to customise how the chatbot responds to specific topics — either by adding images and buttons to support the AI-generated answers, or by fully replacing it with predefined responses that include your own text, images, and buttons. This is done by configuring two parts: Topics, which define what guest questions should trigger a response, and Topic Responses, which define what the chatbot replies.
How Custom Responses Work
Every Custom Response starts with a Topic, which is a concept or keyword you want the chatbot to recognise (e.g., "spa reservation", "loyalty program", or "Wi-Fi").
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Topic Configuration is where you train the chatbot to recognise guest intent using natural language.
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Topic Response Configuration is where you define the actual reply content (text, images, and buttons).
Topic Configuration
Before you can define what the chatbot should say, you need to teach it when to say it. This is done by training the topic with example phrases.
Key guidelines:
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You must add at least 5 training sentences.
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Sentences must be written in English.
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Use varied and natural phrasing to improve detection (e.g., "What time does the gym close?", "When can I use the fitness room?").
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Topics by themselves don't do anything - they only have value when they have Topic Responses configured associated to them.
HiJiffy also provides a library of pre-trained topics based on years of usage data:
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As you type, suggestions may appear.
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These include pre-filled topics along with training sentences.
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You can edit, remove, or build upon the suggestions.
Once a Topic is created, it will show up in the Topics Configuration Table, which shows how many sentences the topic has, how many responses are configure for the given topic and who last updated the topic and when.
Topic Responses
Once a topic is trained, you must define what happens when it is triggered. Topic Responses define what the chatbot replies with when a topic is identified.
There are two types of topic responses:
Support AI-generated answer (Complementary Mode)
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The chatbot uses the document to generate the main answer.
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You can enrich the reply with buttons or images.
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The text input field is disabled.
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Example: Add a “Reserve Now” button to a document-based reply about room types.
Replace AI-generated answer (Full Override Mode)
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The chatbot does not use the document.
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You write the full response (text, images, and buttons).
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Example: Show emergency instructions or legal disclaimers exactly as written.
Each trained topic must have at least one Topic Response created in order to be used. Clients can set responses for specific properties or configure them to apply to all properties at once.
You can also temporarily disable a Topic Response without deleting it by toggling off the Enable this response switch located at the top of the Topic Response screen.
You can create Topic Responses in any of your chatbot languages - if the answer is not configured for any of the languages, we’ll translate from the existing language to reply in the guest/visitor language.
When to configure a Custom Response in multiple languages?
You should do that if you want to show different buttons, URLs or different images depending on the language of the user.
Once a Topic Response is created, it will show up in the Topics Response Configuration Table, which shows the Topic, the type of Response, its State, the properties the response applies to and who last updated the topic and when.
From there you can quickly navigate to the page to configure the respective Topic. Know that for any configured Topic Response, you can also always edit it or delete it all together.
When to Use Custom Responses
Support AI-generated answer (Complementary Mode):
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Add an image to a restaurant’s operating hours
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Example: Include a link to an event calendar alongside text
Replace AI-generated answer (Full Override Mode):
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Display static contact info or emergency procedures
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Example: Provide Wi-Fi credentials only for in-stay guests