Adding Urgent Tags

Guest messages tagged as urgent will get escalated for you and your team to handle.

Setting Up Urgent Tags

What is an Urgent Tag?

Urgent tags tell the AI which situations it should not respond to automatically. Messages tagged as urgent will be escalated to a human to handle.

Create Urgent Tags for Situations You Don't Want to Automate

These three urgent tags come out of the box.

Creating an Urgent Tag

Click the Add Tag Button next to the search bar.

Click Add Tag

What to Put

1. Add the name of the tag. This is up to you.

2. Add a description: use this to give context for when this tag would come up. The more info the better.

Use the format "When guest says _____" in the tag description to give the clearest context.

Tag name is Broken Appliance and Description explains when you want the message to be tagged as urgent

Switching a Tag Off

If you decide that you don't want to tag anymore but don't want to full remove it, simply switch the tag off.

This is the alternative to deleting a tag permanently

Common Urgent Tags

Tag Name	Description
Request for Additional Services	When a guest asks for items such as towels, bedding, extra keys, cots, high chairs, or any other item that will require staff to attend
Discounts	When a guest asks for discounts on stays
Forgotten / Lost Items	When a guest says they have lost or forgotten an item at the property

Automated Reponses:

Since the AI won't answer an urgent message sent by a guest, it's important to ensure that the guest is responded to for both the guest experience and your response time.

The Automated Response feature allows you to choose how long you want to give you and your team to respond and write a templated message that will be sent to guests if you don't respond in time.

If you don't set this feature up, nothing will be sent to a guest when your team doesn't reply to an urgent message.

Set Up the Automated Response

1. From the Urgent Tag page, go to the top right corner and click the Automated Response button.

Start on the Urgent Tags page

2. This modal will pop up and ask you to configure two things: a delay and a templated response.

For every message tagged as urgent, HostAI will send the below message if the host doesn't respond to it after the selected Time Delay

Time Delay and Message Sent to Guest After Delay

The most common delay time across our users is 15 minutes

Set the Time Delay

You are able to write your own message but if you want to use our templated message, make sure you exchange the x's with your phone number.

Message Sent to Guest

FAQs

What if a guest sends an Urgent message and a Non-urgent message back to back?

If the messages are sent very close together, we will tag the whole group of messages as urgent and not reply. If urgent is first and you don't respond, every messaging following that will be tagged as urgent.

Are there situations that will automatically be tagged as urgent even if there isn't a tag?

If a guest sends an attachment (photo, pdf, video) they will automatically be tagged as urgent.

Do my tags have to be verbatim to the guest message

No. The AI understands the meaning and the intent behind the words, not just the exact keywords. This allows it to tag messages based on their context and implied meanings.

How do I get notified when a message is tagged as urgent?

You will get notified of urgent messages in the same place you get notified of all things HostAI. Head to Notifications to learn more.