Autopilot

Let AI respond to guests automatically

Overview

Turning on autopilot gives your AI the ability to respond to guests automatically, without requiring your approval and ensuring quick responses even when your team isn't available.

This feature is customizable, giving you control over when autopilot is active, what types of messages it automatically responds to, and which listings it applies to. It’s particularly helpful for after-hours support or managing high message volumes, ensuring guest inquiries are always addressed promptly.

Workflow

Once enabled, Autopilot will respond to guest messages automatically based on the settings you configure.

By default, it runs 24/7, but you can adjust the schedule to fit your team’s operational hours. For example, you might activate Autopilot from 9 PM to 6 AM, allowing the AI to manage inquiries while your team is off the clock. The AI will take over for specific message types (inquiries or all messages), ensuring the right communications are handled without delay.

Configure

To set up Autopilot, go to Settings > AI Settings to configure the following:

• Schedule: Adjust when Autopilot is active, creating custom timeframes for automatic AI responses.

• Listings: Choose which properties or listings should have Autopilot enabled.

• Message Types: Determine whether the AI should respond to all messages or just inquiries.

• Guardrails: Ensure the AI doesn't automatically respond if the Host intercepts a new guest message. In other words, a team member manually responds to the guest before the AI does.

Autopilot Schedule

When the AI Won't Respond

With Autopilot turned on, there are a few scenarios when the AI will not respond to the guest automatically.

1. It lacks sufficient information to generate a proper response

2. A message is tagged with an urgent conversation tag

3. A team member manually responds to the guest before the AI does and "Host Interceptions" are turned on

Frequently Asked Questions

When should I turn on autopilot?

You should turn on Autopilot when your knowledge base and property information is up to date in HostAI, as the AI relies on this data to generate accurate and helpful responses.

Additionally, to maintain response quality, it's best to use Autopilot in conjunction with guardrails like urgent conversation tags. These tags ensure that critical messages or complex situations are handled by a human, limiting the chance of a poor response.

Autopilot is ideal for managing standard inquiries but should be configured carefully for more nuanced or urgent issues.