AI Auto-Responses

Standard+

What it does

AI Auto-Responses watches your incoming guest messages — whether by SMS, web chat, or email — and automatically sends helpful replies to common questions (availability, check-in time, directions, amenities) when no staff member is immediately available. Conversations that need human attention are flagged for follow-up. Guests get an answer within seconds, even at 2 AM.

Prerequisites

How to enable

  1. Log in to the staff dashboard as an admin.
  2. Go to Settings > Messaging > AI Auto-Response.
  3. Toggle Enable AI Auto-Responses to on.
  4. Choose which channels: SMS, Web Chat, and/or Email.
  5. Click Save.

How to configure

When the AI responds

The AI only replies when a conversation has not been picked up by staff. Once a staff member replies, the AI steps back.

Rate limiting

The AI will not respond to more than 20 messages per hour from the same phone number or chat session.

Reviewing AI responses

All AI replies are logged and marked with an "AI" badge in Messaging > Conversations.

Adjusting what the AI knows

The AI draws on your property information from Settings > Property Info. Keep those settings up to date for accurate auto-replies.

How to verify it's working

  1. From a personal phone or private browser, send a test message asking "What time is check-in?"
  2. Wait up to 30 seconds. You should receive an automatic reply.
  3. In the dashboard, find the test conversation and confirm the AI reply has an "AI" badge.

Common questions

What if the AI does not know the answer?

It sends a polite holding message and flags the conversation for staff follow-up with an "Unresolved" status.

Can guests tell they are talking to an AI?

The AI does not identify itself as a robot by default. Contact your platform administrator to customize the AI system prompt if you want disclosure added.

Can I enable it for one channel but not others?

Yes. You choose each channel independently. For example, enable for web chat only and leave SMS as staff-only.