AI concierge
The AI concierge.
Your highest-leverage staff member. What it does, what it refuses to do, and how to configure its voice for your tenant.
Last updated May 14, 2026·By the Cinch team
What it can do
The AI runs on a tool-using LLM (Claude via Vercel AI Gateway) and has direct, audited access to your tenant database. It can:
- Answer questions about your schedule, hours, instructors, amenities
- Book a class, court, or tee time — for the member or for a household member
- Move or cancel an existing booking (within your policy windows)
- Add a guest to a booking + collect the guest fee
- Surface last-minute deals and twilight pricing
- Pause or upgrade a membership (after confirming with the member)
- Send a household member a self-serve link (e.g., spouse’s account)
- Look up the member’s recent visits, payments, and waitlist position
Every action uses preview-then-confirm
The AI never silently mutates your data. For any booking, payment, or membership change, it shows a structured preview card with the exact details and waits for the member to tap Confirm. Refusal and accidental changes both drop to zero.
What it won't do
- Cancel a membership without confirmation.Even if the member types “cancel,” it asks once: “Just to confirm, you want to cancel?”
- Take free-text payment info. All payment changes go through a Stripe-hosted form, never through the chat.
- Reveal another member’s information.The AI is scoped to the logged-in member’s household; it won’t describe other members’ visits or contact info.
- Make pricing decisions.It quotes the rate you’ve configured. It can’t discount on its own.
- Handle complaints or refund disputes.Those flow to your front desk with the full chat transcript so you’re not starting from zero.
Configuring its voice
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You own this knob
The AI is your AI. Name, avatar, system prompt, tool surface, hand-off rules, rate limits — every part of the chatbot is per-tenant. Two clubs on Cinch can have wildly different chatbot personalities and capability scopes.
Each tenant can override the AI’s system prompt. Common knobs:
- Brand name— “Treehouse Concierge” instead of generic “Cinch.”
- Tone— formal, friendly, terse, etc. Default is “warm but efficient.”
- Specific phrases— “Always offer the twilight rate if asked about tee times after 4pm.”
- Hand-off rules— “Any question about personal-training packages, hand off to a human.”
Reading the transcripts
Every chat is logged in /admin/chat. Worth 10 minutes a week:
- What members ask repeatedly— if 30+ members ask “what’s the dress code for hot yoga,” that should be on your schedule page.
- Where the AI hands off — these are the gaps in your data + tool coverage. Patterns here drive what we ship next.
- What members complain about— “the pool schedule changed without notice” is a signal even if no one filed a ticket.
Cost & rate limits
Both pricing tracks include the AI at no additional cost. We rate-limit per-member to 50 messages/day — enough for any normal member, blocks runaway bot abuse. Enterprise tenants can negotiate higher limits.