How can we customize Chatref to match our brand's voice and style?

Your website widget is often the first interaction a guest has with your property online. Chatref gives you full control over its look and feel so it feels like a natural extension of your brand. From the agent settings page, upload your logo, pick a primary color from your brand palette, and set a welcoming headline like “Ask us about your stay” or “Need help with your booking?”. The widget then appears on your site matching your serviced apartment’s visual identity, with no coding needed. All customization options are included on every Chatref account at no extra cost.

Your AI agent is only as good as the materials it learns from. Add your internal tone-of-voice guide, a few sample guest welcome emails, or even the FAQ page from your site. Chatref’s AI answers are grounded in those documents, so it picks up your signature phrases and warmth automatically. Whether you run a cozy boutique or a chain of luxury serviced apartments, every automated reply will sound like it came from your team. You can update the training content anytime to fine-tune the agent’s personality.

Some guest requests need a personal touch—that’s where the shared inbox comes in. When a human team member takes over, the full chat history is right there. They can pick up the conversation exactly where the AI left off, without the guest repeating themselves. Your front desk or concierge team can reply in the same friendly tone the guest already experienced from the agent, keeping the experience consistent and on-brand. No dropped context, no jarring style switches.

How to personalize the guest chat experience?

Personalize the chat by customizing the widget’s welcome message and color scheme to reflect your property’s unique personality. The AI agent further personalizes interactions by answering using your brand’s voice and the exact details from your uploaded documents—so every guest feels like they’re speaking directly with your team.

Can Chatref reflect our brand’s tone?

Absolutely. Upload documents that capture your brand voice—such as a style guide, past email responses, or a polished guest handbook—and Chatref’s AI agent will adopt that tone across all guest interactions. The answers stay grounded in your content, so the personality shines through without guesswork.

What customization options are available?

Chatref offers visual branding (logo, primary color, headline, widget placement) and tone-of-voice customization through document training. Both the widget design and the agent’s conversational style are fully under your control. All customization features are included on every account—no paywalls, no add-on fees.

How to ensure consistent guest communication?

Consistency comes from two parts. First, the AI agent answers every common question in your trained brand voice, so automated chats are uniformly on-message. Second, when a staff member takes over via the shared inbox, they get the complete conversation history and can continue in that same style. Together, guests experience a seamless, brand-aligned conversation whether they talk to the agent or a human.