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The guest chat: Chat Settings and the chat page

The chat is a page on the open web that a guest opens from a link and signs into with a room number and a name. Here is the address to give them, the two settings that reach them, and what to check before you print the link on anything.

Where to find it
Prostay AIChat Settings
Last checked
August 17, 2026

The guest chat is the visible half of Prostay AI. It is a web page, not an app: a guest opens a link, types their room number and their name, and asks questions. Nothing is installed and nothing is emailed to them.

Chat Settings is where you brand it, choose the questions it suggests, and find the address to hand out.

What the guest chat is

Three things are worth knowing before you set it up.

  • It is on the open web. The page is not behind your Prostay login. Anyone with the link reaches the sign-in screen.
  • Signing in is a room number and a name. There is no password, no code and no email confirmation. That is convenient, and it is not proof of identity.
  • It is per property. Unlike the permissions and learning material screens, which are shared across your whole account, these settings and this address belong to one hotel.

The four settings, and the two that reach a guest

The APP SETTINGS card on Chat Settings. The current logo sits at the top left as a small blue thumbnail with a remove cross on it, beside a drop zone reading Click to upload an image. Custom AI Name reads Marlowe Concierge and Default Language reads English. Under AI EXAMPLE QUESTIONS an input reads Type the question and press Enter, and four chips below it read What time is breakfast served?, Can I get a late check-out on Friday?, Is there parking at the hotel? and How far is the beach?
Four of these settings; only two of them reach a guest. The logo and the example questions do.
SettingDoes a guest see it?
Logo Yes. It appears in the header of the chat, so upload the mark you would put on a keycard.
AI EXAMPLE QUESTIONS Yes. They become the tappable questions on the opening screen, in the order you add them.
Custom AI Name No, not currently. The chat introduces itself as Ocean whatever you put here. Reported.
Default Language No, not currently. Set the languages that matter on General AI System Settings instead.

Choosing the example questions

The example questions are the most valuable setting on this screen, because they are what a guest taps instead of typing, which means they decide what most conversations are about.

Choose them the way a concierge would anticipate: the four things people ask on the first evening. Breakfast, late check-out, parking and how far the beach is are good precisely because they are dull and constant. Two habits help:

  • Phrase them as a guest would. What time is breakfast served? rather than Breakfast information.
  • Only ask what you have answered. Every example question should have a matching answer in Learning Material. Offering a question you have not taught it is inviting the one answer you do not want a guest to get.

The address to give a guest

The CHAT URL card on Chat Settings. A pill at the top right reads CHAT URL: https://chat.prostay.com/demo-hotel with a copy button beside it. Below, a switch labelled Enable Custom APP URL is off.
This is the address to give a guest. It works as it stands; the switch below is only for putting your own domain in front of it.

The pill at the top right holds your chat address, and it is chat.prostay.com followed by your property's identifier. The copy button beside it is the reliable way to take it: it is a shared host with your own property on the end of it, and retyping it from a screenshot is how people end up publishing somebody else's chat.

That address works as it stands, with nothing else to set up. The switch underneath is optional and is only about the name in front of it.

Putting your own domain in front of it

The CHAT URL card with Enable Custom APP URL switched on. The pill at the top now reads CHAT URL: https://chat.marlowehotel.example. A DNS INSTRUCTIONS heading has appeared, with Desired Domain reading chat.marlowehotel.example and three columns below it: DNS HOST reading chat, TYPE reading CNAME, and VALUE reading app-chat.prostay.com, with a copy button beside the host and the value. A Verify button sits at the right, above a note saying propagation usually finishes within 15 to 60 minutes and the status is checked automatically.
Turning the switch on changes the address in the pill immediately. It does not work until the CNAME below it exists.

Turning on Enable Custom APP URL lets you serve the chat from your own domain, so a guest sees chat.yourhotel.com rather than a Prostay address. It is worth doing for anything printed, and it is a job for whoever manages your DNS.

  1. Enter the subdomain you want in Desired Domain.
  2. Give the DNS HOST, TYPE and VALUE from the table to whoever runs your DNS. It is one CNAME record.
  3. Wait. The note on the screen says 15 to 60 minutes, occasionally up to 24 hours, and the status is re-checked for you.
  4. Press Verify once the record is in place.

What a guest sees

The sign-in form the chat opens on. A large heading reads Hi, my name is Ocean, and below it, I am your AI Front Office Attendant during your stay with us. Two fields follow, Enter room number and Full name, each with placeholder text, above a blue Chat button.
A room number and a name is the whole of it. There is no password and nothing is emailed to the guest.

This is the first screen. A guest types the room they are in and the name the booking is under, and presses Chat. If either is wrong they are told so and can try again.

It is worth being clear-eyed about what that check is. It confirms that somebody knows a room number and a surname, which a person standing in your lobby could often manage. It is enough for arrangements and small talk. It is not enough to treat the conversation as private, which is the reason the folio permission deserves a decision rather than a tick.

The chat after a guest has signed in. The hotel logo sits centred in the header with a menu button at the far left. The body reads Ask me anything and I will assist you. Below are some examples, followed by four tappable questions: What time is breakfast served?, Can I get a late check-out on Friday?, Is there parking at the hotel? and How far is the beach? A Message box sits at the foot with a send button beside it.
The four questions are the ones set on Chat Settings, and tapping one asks it. This is the whole of what those settings control.

After signing in, the guest gets your logo, an invitation to ask anything, and the example questions as buttons. Tapping one sends it. Everything else on this screen comes from the other Prostay AI screens: what it may look up comes from Prostay Integration, what it knows comes from Learning Material, and how it phrases things comes from Behavior.

Before you print the link on anything

A chat address on a keycard wallet is hard to withdraw, so it is worth ten minutes first:

  1. Open it yourself, as a guest. Use the address from the pill in a private browser window and sign in with a real room number and name from today's arrivals.
  2. Ask your own example questions. All four, and read the answers as though you were the guest. Anything vague is a missing entry in Learning Material.
  3. Ask a question you have not taught it, and see what it does with it.
  4. Ask something about money, if you have ticked Folio, and satisfy yourself that you are happy with the answer going to whoever signed in.
  5. Check the logo in the header, which is the one piece of your branding a guest definitely sees.

Where to go next

Common questions

  • What is the address I give my guests?

    The one in the pill at the top of the CHAT URL card, which is chat.prostay.com followed by your property identifier. Use the copy button rather than retyping it. It works with nothing else set up.

  • I set a Custom AI Name and the chat still says Ocean. Why?

    Because the guest chat does not currently use that field: it greets everyone with Hi, my name is Ocean regardless of what you save. The setting is stored and shown back to you on Chat Settings, and it does not reach a guest. We have reported it, and in the meantime do not promise a guest a name of your choosing.

  • Do guests need a password or an app?

    Neither. The chat is a web page and signing in takes a room number and the name on the booking. Nothing is installed and nothing is emailed to the guest, which is convenient and also means the sign-in is not proof of who they are.

  • I turned on my own domain and now the link is broken. What happened?

    The pill shows your custom address as soon as the switch is on, but the address does not answer until the CNAME record exists and verification has passed. Add the record from the DNS INSTRUCTIONS table, wait for it to propagate, press Verify, and keep handing out the chat.prostay.com address until you have opened your own in a browser successfully.

  • How many example questions should I add?

    Three or four. They are buttons on a phone screen, so a long list stops being a shortcut. Pick the questions your front desk is asked most, phrase them as a guest would, and make sure each has an answer in Learning Material before you offer it.

  • Can I stop guests reaching the chat?

    Not with the enable switch, which records your intention without closing the page: anyone holding the link still reaches the sign-in screen. Control who has the address, remove it from anything printed, and ask Prostay support to confirm the page is closed if you need certainty.

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Support answers from inside the app as well, so if you are already signed in you will get a faster reply there. Otherwise send us the property name and what you were trying to do.

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