Inbox AI assistant (Tillie)
Automatic replies and hand-over for inbox conversations on website chat, WhatsApp, Messenger and Instagram
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Tillie is the default name of the AI assistant in the Tillor inbox. She answers frequently asked questions, collects details for reservation or sales enquiries and hands the conversation over to your team when a colleague is needed. Tillie works on all inbox channels: website chat, WhatsApp Business, Messenger and Instagram Direct.
Separate from website chat
Install Inbox AI assistant separately under Settings > Integrations. The assistant belongs to the inbox, not only to the website widget.
Installing the integration
- Go to Settings > Integrations (sidebar, under Support)
- Open Inbox AI assistant in the list
- Click Install
- Under Settings, set what Tillie may do (see the fields below)
| Field | What does it do? |
|---|---|
| Inbox AI enabled | Main switch for all Inbox AI features. Turn it off to stop without uninstalling |
| Send automatic replies | When off: Tillie sends no messages to visitors. Translations, language detection and draft replies for the team can stay on separately |
| Automatically enable AI for new threads | Only applies when automatic replies are on. When off: every new conversation starts without AI; you enable AI per conversation in the sidebar. When on: new inbox conversations on all channels get AI straight away (with a 30-minute pause after a team message) |
| Generate staff draft replies | Lets colleagues generate an AI draft in the compose box. That draft is never sent automatically |
| Translate messages | Translates incoming messages into the organisation language and team replies into the contact's language. Team replies also get tidy punctuation, capital letters and chat abbreviations written out in full (even when no translation is needed) |
| Detect contact language | Uses AI to recognise the visitor's language when it is not yet known, and stores it on the conversation |
| AI assistant name | Name used in replies and prompts (default Tillie) |
| MCP servers (JSON) | Optional. Read-only MCP connections (URL and headers) |
| MCP tools | After saving: Load tools, list the read-only tools and switch each tool on or off |
Translate only, no automatic replies
Turn Inbox AI enabled on, Translate messages (and optionally Detect contact language) on, and Send automatic replies off. Tillie then translates, but sends nothing to visitors.
MCP tools (optional)
If your park has an MCP server with read-only connections, Tillor can fetch live park data during a conversation. Think of activities, caravans for sale, or other data your server offers.
Tillor has no fixed list of tool names. Which tools exist, you see after Load tools in the integration settings. You can only enable tools that your MCP server marks as read-only.
- Fill in MCP servers (JSON) (URL and headers).
- Save and click Load tools.
- Enable the tools that suit your park.
Depending on the AI configuration of your environment, Tillie chooses for herself which enabled tool fits, based on your server's tool description. She never calls tools you have not enabled.
Results from MCP end up in Tillie's reply. They do not replace the knowledge base: she still does not make up prices, availability or rules if they come from nowhere.
No reply from Tillie?
Tillie uses an AI model that Tillor sets up for your environment. If the assistant does not reply, contact Tillor support.
What Tillie does after a visitor message
After every new incoming message in a conversation where AI is active:
- Tillor shows a typing indicator on the channel while the reply is being generated
- Tillor determines the intent: reservation, sales or other (organisations with a rental caravan flow also rental caravan)
- Tillie replies in the visitor's language; the typing indicator then disappears
Tillie decides for herself, based on her instructions, when to reply and when to stay silent. To an opening greeting ("hi", "hey", "hello") she replies with a short welcome and the question of what she can help with. After a closing thank-you, she does not respond again to a short "thanks", "ok" or "no" from the visitor, so no thank-you loop arises.
| Intent | Behaviour |
|---|---|
| Reservation | Asks for missing details: arrival, departure, type (tent, mobile home, touring caravan), dogs yes/no (and how many), number of people, children and ages, then name, email and phone number, and optionally the number plate for check-in (can be skipped). Details Tillor already knows (e.g. from the website widget or WhatsApp) are filled in; only missing fields are asked. For a weekday ("Monday"), Tillie first asks a confirmation question ("Do you mean …?") before continuing. Every reply ends with one question. Answers short policy questions from the knowledge base (e.g. changing a reservation later) and then carries on collecting. Once everything is complete, Tillie summarises the enquiry and hands the conversation over to a colleague - there is no final reservation yet |
| Rental caravan | Collects name, email, address, country and reason for stay (on request), then hands over to your team |
| Sales | Explains that the visitor has to come by the office for a viewing or purchase, and passes it on to your team |
| Other | Only replies if the answer is in the knowledge base. Otherwise Tillie honestly says she does not know, offers to pass the question on to a colleague, and hands the conversation over |
Tillie does not make up prices, availability or rules. Only what is in the knowledge base may be stated as fact.
Booking form on your website
Do you connect your own form to Website chat? Then you can have Tillie only confirm and hand over straight away, without intake questions. That suits a form whose tab closes afterwards. See Website chat API - metadata.
Per conversation: Automatic, On or Off
In the conversation details in the sidebar you choose per thread:
| Mode | Behaviour |
|---|---|
| Automatic | Tillie replies, but pauses for 30 minutes after every message from your team |
| On | Tillie always replies, even straight after a team message |
| Off | Tillie does not reply to this conversation |
During the pause you see a countdown in the sidebar.
Tags after an AI reply
In the side panel you can create and assign organisation-wide tags (permission Manage inbox). Use New tag to create a tag. Open the tag menu on a conversation to assign tags; editing and deleting each tag are in that same menu. Tick AI can apply if Tillie may add that tag after an automatic reply. Tillie then chooses zero or more of those tags herself based on the conversation; tags your team has already set stay in place.
Typical tags are, for example, Sales, Booking and Urgent. Tillie recognises those names and links them to what she has already established in the conversation:
| Tillie intent | Matches tag names such as |
|---|---|
| Sales | Verkoop, Sale |
| Reservation | Boeking, Reservatie, Booking |
| Rental caravan | Caravan, Verhuur |
| Urgent hand-over | Urgent, Spoed, Dringend |
The tag name does not have to match exactly: Boeking aanvragen also counts as a booking tag. Only tags with AI can apply are eligible.
Language, tone and contact details
Replies follow the visitor's language - not only the four widget languages (en, nl, de, fr), but any language Tillie can reply in (e.g. Spanish, Polish, Turkish). If someone explicitly asks for another language, Tillie switches and stores the chosen language on the conversation.
Hand-over summaries (visible to your team only) always follow the organisation language from Tillor, for every hand-over (reservation, rental caravan, sales, open question, explicit request for a colleague), regardless of the language of the conversation. Tillie receives that organisation language in every prompt.
Messages to visitors (AI and team) are always plain text, not markdown, because WhatsApp, Instagram, Messenger and the widget do not support it. On WhatsApp, Tillie may add up to three reply buttons under a short reply, when a tap is a choice the message itself already mentions. The message stays readable if the customer types instead of tapping. Outside the 24-hour window, the reply is sent as a template without buttons.
Tillie stays calm and professional, does not talk about competitors, and does not ignore safety rules if a visitor asks her to ignore instructions. Contact details for referrals come from your Tillor organisation profile (name, address, phone, email, website). You set office opening hours under Settings > Opening hours (weekly hours, seasonal periods, public holidays and exceptions); Tillie uses those hours to say when a colleague can reply. Keep those fields up to date. About a week before a public holiday, Tillor reminds the support address by email if the hours for that day have not been filled in yet.
Events in the conversation (for your team only)
During reservation intake, Tillie updates name, email and phone as soon as the visitor gives them. In the inbox, an AI assistant updated participant details event (from → to) then appears, visible to your team only.
On hand-over, an AI assistant handed this conversation to your team event appears: a prominent card with a summary (table for reservation or rental caravan details, plus notes for open questions). The summary is always in the language of your organisation (nl, en, de or fr), even when the visitor chats in another language. The visitor does not see that card.
Knowledge base: facts Tillie may use
Tillie answers questions based on a knowledge base: short articles with verified facts about your park, for example opening hours, pet rules, the swimming pool, charging points or how to change a reservation later.
Some articles apply to all Tillor organisations, others are specific to your park. In a conversation, Tillie only uses the general articles plus the articles added for your organisation.
Do you want topics added, changed or removed? Let Tillor support know. We fill and maintain the knowledge base together with you, tailored to what your reception wants to be able to answer.
Conversation flows: a script per intent
Besides the knowledge base, Tillie follows conversation flows: agreements on which details she asks for, in which order, and when she hands the conversation over to your team. Every intent (reservation, rental caravan, sales, other - see the table above) has such a flow.
The flows are set up by default, but Tillor tunes them with you to your park. Would you like different details to be asked for a reservation enquiry, for example, or Tillie to hand over sooner? Let Tillor support know.
First version
Check AI replies in the inbox before you trust them to visitors. A reservation via chat remains an enquiry - not a final booking.
What happens next?
- A conversation that Tillie hands over appears in the inbox with a block Tillie handed this conversation to your team and the collected details.
- Your team receives a notification. For an urgent hand-over this goes through the Urgent AI handoff notification. See Notification types.
- If a colleague replies, Tillie pauses for 30 minutes in the Automatic mode.