AI Messaging

Let AI respond to guests

Overview

Response times and response quality are critical to guest support.

AI Messaging allows your team to handle a high volume of inquiries quickly without compromising on quality, ensuring that guests receive timely assistance even during peak times or off hours.

By handling these routine or repetitive inquiries, HostAI allows you to focus on more complex or sensitive guest issues, where personal attention is required.

Workflow

By default, the AI will only suggest replies. It will not send without your approval. If you want the AI to respond automatically, turn on autopilot

Proposed Replies

AI replies will generate for each new guest message.

When an AI reply is generated, you have 3 options:

Add message

1. Approve the message. This will send to the guest

2. Edit the message. Once it's to your liking, click approve.

3. Dismiss the message.

Set Up

Add a Signature to AI Messages

To maintain a consistent brand voice and add a personal touch to AI-generated responses, you have the ability to append a custom signature to each AI message.

This feature allows your AI to close messages with a friendly sign-off ("Best, Canbnb Support"), reinforcing your brand identity and ensuring guests know who is assisting them.

Here’s how to add and customize your AI message signature:

In the Settings > AI Settings section, you can configure a custom signature to be included at the end of every AI response.

Managing Old AI Replies

You can choose whether to keep or remove old suggested replies that haven't been sent or dismissed when you send a new message. This setting helps you manage how previous AI-generated responses are displayed in ongoing conversations. In the Settings > AI Settings section, you can choose between two options:

• Keep Old Suggested Replies: If selected, previous AI-suggested replies will remain visible in the conversation thread, allowing team members to reference earlier suggestions. This can be helpful if you want to see what responses were proposed before sending a new message.

• Delete Old Suggested Replies: If selected, old suggested replies will automatically be deleted once a new message is sent. This keeps the conversation thread cleaner and ensures that outdated or irrelevant suggestions are not cluttering the view.

Frequently Asked Questions

How can I improve the quality of my AI responses?

To ensure your AI provides the best possible responses, it's essential to keep its knowledge up to date and optimize its configurations. Here are some best practices:

1. Update Your Knowledge Base: The AI relies on the information in its knowledge base to generate responses. Ensure that all your property sheets, guidebooks, FAQs, and policies are accurate, relevant, and updated

2. Refine Conversation Tags for Scenarios You Want Escalated to You: If certain scenarios are leading to incorrect answers, consider adding conversation tags to flag these situations. Once you get an idea of all the gaps in your knowledge base, start adding context until the AI consistently handles these scenarios correctly.

Will the AI learn from previous chat history?

When you import your listings, HostAI will do a two-week look back of all of your interactions with guests, identifying common patterns, response styles, etc. Once you turn the AI on, it will begin analyzing your conversations.

While the AI won’t autonomously learn from guest interactions, you can fine-tune it by using performance feedback and refining your knowledge base.

Related Docs

Check out these docs to continue your journey of automating your messaging.

Conversation Tags

Let AI tag messages you want to be notified about

Adding Knowledge

Build your knowledge base one block at a time

Autopilot

Let AI respond to guest automatically