What is Ask TrustYou?
Ask TrustYou is an AI-powered chat tool built into CXP. Instead of navigating reports, you can ask questions in plain language and get structured answers based on your guest review data.
For example, you can ask "What are the top complaints in my London properties this month?" or run a preset to generate a quarterly performance report with one click. For tips on getting sharper answers, see Writing effective questions in Ask TrustYou.
Where to find it
Click Ask TrustYou in the main navigation. The feature has three tabs:
- Chat: Start a new chat or return to an active one.
- Presets: Browse, create, and manage saved analyses.
- History: See all your past chats.
Who can use Ask TrustYou
Ask TrustYou is included in every CXP plan, for both Enterprise and Entity subscriptions. Everyone in your organization can use it. Each user can only ask about the entities they have access to.
Key concepts
Message
A message is a single turn in a chat: either a question you send or an AI response. Every time you ask something and the AI answers, that counts as two messages. A chat is capped at 10 messages total (up to five questions and five answers), because longer exchanges reduce the accuracy of AI responses. When the limit is reached, start a new chat to keep getting precise answers.
Chat
A chat is a question-and-answer session tied to a specific set of reviews. It starts when you send your first message and ends when it reaches 10 messages or after 30 minutes of inactivity, whichever comes first.
Each chat uses one credit from your subscription's monthly allowance. The exception is system errors: if a chat ends due to a non-recoverable error, it does not count against your quota.
Running a preset starts a new chat, so it uses one credit too. Reading, renaming, sharing, or downloading a past chat is free. Continuing an Inactive chat starts a new session and uses a credit. See History for chat statuses.
Data scope
The data scope is the combination of filters that defines which reviews the AI can access in a given chat: entity selection, review sources, and date range. You set the data scope before your first message. It cannot be changed mid-chat. See Setting your data scope for how to choose each filter.
To review the active data scope at any point during a chat, click the ⓘ icon in the chat header. The panel also shows which data fields the AI can query, such as review text, ratings, entity attributes, and sentiment categories.
Dataset
The dataset is the set of reviews within your defined data scope. The maximum number of reviews the AI can access in a single chat depends on your subscription plan:
- Enterprise: 2,500,000 reviews
- Professional: 100,000 reviews
- Essential: 10,000 reviews
- Lite Plus: 10,000 reviews
- Lite: 5,000 reviews
Ask TrustYou looks back as far as January 1, 2021. It starts with your most recent reviews and goes back until it reaches your plan's review limit or January 1, 2021, whichever comes first. For example, if your portfolio reaches its review limit with reviews going back to 2024, older reviews aren't included. If your entities have fewer reviews, your data goes all the way back to January 1, 2021.
If your filter selection exceeds your plan's dataset limit, the chat cannot start. The page shows the actual count and your limit, and prompts you to narrow your entity selection or date range. A selection returning zero reviews is also blocked.
When you open the pre-chat page, the date range automatically sets to a window that keeps your selection within your plan's limit for the entities you chose.
Preset
A preset is a saved analysis template. It contains a pre-written prompt and, optionally, variables you fill in each time you run it, such as a brand name or a time range. Presets are useful for recurring analyses like a weekly complaints recap or a quarterly score report. See Presets to learn how to run, create, and share them.
Monthly chat limit
Each subscription has a shared monthly pool of chat credits. Your current usage is shown in the top-right corner of the page. Click More to open the AI usage page in Settings and see a full breakdown. The counter resets on the 1st of each month at 00:00 CET.
The limit is shared across all users in the same subscription. If your organization has multiple subscriptions, each one has its own separate limit.
Your monthly allowance depends on your plan and the number of entities in your subscription:
- Lite, Lite Plus, and Essential: four chats per entity
- Professional: 20 chats per entity
- Enterprise: two chats per entity, shared across your whole portfolio. For example, an Enterprise subscription with 50 entities gets 100 chats a month that anyone in the subscription can use.
Need more chats? Professional and Enterprise subscriptions can add an Ask TrustYou Expansion Pack. On Lite, Lite Plus, and Essential, upgrading to Professional increases your allowance. Contact your key account manager or our service team to get started.
Throttle
Throttling is a temporary pause that activates when your team starts chats at a high rate in a short window of time. It is separate from the monthly limit: throttling is about speed of usage, not total volume. When it activates, you will see a message with a countdown showing when new chats can be started again. Any chat already in progress is not affected.
Queue
When system demand is high, new chats may be placed in a queue before they start. While queued, you will see a waiting screen and cannot send messages. The chat does not appear in your History until the session actually begins. Any chat already in progress is not affected. This is separate from throttling: throttling is about how fast your team starts chats, while queuing is about overall system load.
You do not need to wait on the page. When the response is ready, you'll find it in the History tab.