Adding Urgent Tags
Guest messages tagged as urgent will get escalated for you and your team to handle.
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
Creating an Urgent Tag
Click the Add Tag Button next to the search bar.
What to Put
Add the name of the tag. This is up to you.
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.
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.
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
From the Urgent Tag page, go to the top right corner and click the Automated Response button.
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
The most common delay time across our users is 15 minutes
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.
FAQs
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