FAQ Answer Input

From the FAQ Answer Input section in the Property Management screen, you can edit the chatbot’s responses.

To ensure the chatbot provides accurate answers, it’s essential to keep details such as business hours, fees, and services up to date.

You can also access this screen from the chat operator interface via the “View All” button.

Screen Overview

	Language Tabs Switch between languages using the tabs to view and edit FAQs in the selected language. The available tabs can be managed from Property Management - Administrator Settings - Language Settings.
	FAQ Download You can download the currently registered FAQs from the management screen. Please review the Terms of Use before downloading any FAQ data. After confirming the terms, click the [Confirm] button. Then click [Export] to download the data.
	Test You can check which FAQ answer the AI would return based on the currently registered content. Note: The [Test] function is managed by the tripla AI team. Please contact us if you'd like to review the training logic.
	Update If you add, edit, or toggle any FAQ answers, make sure to click the [Update] button to save your changes.
	Search Box Use free-text search to find FAQs. For example, searching “1,000 yen” will help locate all relevant pricing answers. Search is based on exact matches. Try searching with just the key terms. Press Enter with the cursor placed after the search term to trigger the search. There is no “Search” button.
	Main/Sub Categories You can sort FAQs based on the main and subcategories defined by tripla. The category is shown next to the usage count.
	Response Status You can sort responses based on whether a reply was given or if machine translation was used.
	Status You can sort by response status: ON or OFF. When the status is ON, the AI will provide a response; when OFF, even if a response exists, the AI will not reply.
	Clear Removes the applied sort conditions.
	Usage Frequency This shows how many times an FAQ has been used since a response was added. In the example on the left, the FAQ has been asked 12 times.
	Major and Minor Categories These are the FAQ classifications defined on the tripla side.
	Code This is the code assigned by tripla.
	Question This is the question text set by tripla. Note: Changing the question text is not recommended as it may reduce AI responsiveness. For creating new FAQ questions, please consult the AI team.
	Answer	You can freely modify or add to the answer text. You can edit directly in the answer field or open the editor by clicking the button  in the top right corner for more detailed editing. For instructions on how to use the editor, please refer to this guide.
	Enable Button You can toggle the registered FAQ answer ON or OFF. When ON, the AI will respond; when OFF, it will not. Please do not turn the Enable button OFF. Even if you think a FAQ is unnecessary, customers may still ask those questions. Turning it OFF will prevent the AI from answering, which may reduce the AI response rate. For example, if you do not offer a specific service like "Is there a shuttle service?", it is common to consider turning that FAQ OFF. However, registering an answer that clearly states the service is unavailable provides valuable information to customers in advance, which is appreciated.

Updating FAQ Answers

FAQ answers can be freely edited.
A list of FAQs with blank answers—meaning the AI was unable to respond to customer questions—is sent by email every Friday at 22:00 JST.

The FAQ list email is sent to the email address registered in the [Email] field within [Settings] → [Property Information] in the property management screen.

The email includes the following information:

• FAQ questions the AI could not answer

• Number of times each question was asked

• Codes of the unanswered FAQs

Clicking the [FAQ] link in the email will open the FAQ answer registration screen in the management system.
Only FAQs with blank answers will be displayed.

Brand Bot Settings

If you wish to use the Brand Bot, please contact your sales representative.

Once the Brand Bot is configured, a Brand Bot switch will be added to the FAQ answer input screen.

By toggling the switch, you can switch between “Property Answers” and “Brand Answers.”

	Property Answers Use this option when answers to the same question vary by property. When a customer asks a question, they will select the property, and the chatbot will provide answers specific to that property.
	Brand Answers Use this when editing FAQs shared across the entire brand or group properties. Customers can receive immediate responses without selecting a specific property.

Brand Property Settings

When you turn on brand property settings, a toggle button for Brand and Property will appear on the FAQ page.
Please select the property to associate with the “Chatbot Widget.”
If you are using tripla Book, it will operate as a brand reservation widget.

FAQ Download Details

The download results will be sent via email.

By opening the link in the email, a new management screen will open where you can download the CSV file.

The CSV file contains the following items:

Title	Discription
code	FAQ code
hotel id	hotel ID
hotel question	FAQ question
hotel answer	FAQ answer
Language code	Language code. ・ja：japanese ・en：english ・ko：korean ・zh_Hant：Traditional chinese ・zh_Hans：Simplified Chinese The following three languages are planned to be supported in the future. ・id：Indonesian ・th：Thai ・ar：Arabic
is_active	0：FAQ is active 1：FAQ is

FAQ Answer Translation

日本語が更新された翌日にtriplaに変更通知が届きます。

通知を受け取ってから1-7日を目途に他の言語が翻訳され、お客様画面に反映されます。

①同じ回答に対する修正が頻繁に発生すると全体的な翻訳の遅れにつながります。修正内容が決定してから更新してください。

②翻訳は貴施設で行っていただいても問題ありません。ただし回答に対してAIトレーニングが十分でない場合回答に反映されない場合があります。その場合はtripla AIチームにご連絡ください。

③日本語以外の言語で質問される可能性の低いものは翻訳されない場合があります。

Frequently Asked Questions Page

By adding the parameter ?faq_widget_open=true to the end of your website URL, you can automatically generate a “Frequently Asked Questions” page based on the registered FAQ content.
This allows centralized management of inquiry content and enables efficient information handling.

Additionally, by embedding the following code on your homepage, you can install the FAQ widget (Frequently Asked Questions page):

<button data-tripla-faq-widget-toggle="1">Open FAQ Widget</button>

Once installed, the widget will appear on your homepage as shown in the image below.

Change Logo

The logo is linked with the header of the reservation widget.

Please refer to this manual for more details.

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