The AI Agent automatically writes, analyzes, and sends replies to your guests using your listings , message templates, reservation details, and the information you add to the AI Property Knowledge Base. It’s designed to cut down the time you spend on repetitive questions while keeping replies clear, consistent, and on-brand. And to handle routine inquiries fast, especially overnight or when you’re away. It is available for users on the PRO+ plan.
Where to find it
Go to Profile → Business settings → AI Automation.
In the AI Agent card, you’ll see:
how many properties it’s enabled for,
the current schedule (e.g., Night shifts only / Always off), and
Customize button to open settings.
Quick start
Profile → Business settings → AI Automation → AI Agent → Customize.
Pick a Schedule.
Choose Booking stage(s) to cover.
Set Auto-reply mode (immediate or delayed).
Select Applicable properties (all or specific).
(Optional) Fine-tune tone, length, and how unclear questions are handled.
Click Save.
Settings reference
1) Schedule:
Set the hours and days when the AI Agent is allowed to auto-reply. Choose Always on/off, limit coverage to Night shifts, or define a Custom From–To window for selected weekdays. The schedule applies to every stage and property you enable below.
Time Zone: The schedule operates based on the time zone set for the team leader/account owner. The time zone of the main account can be changed manually.
Overnight Schedules: Select a custom schedule cross midnight (e.g., a shift from 10 PM to 5 AM).
Pick where in the booking lifecycle the AI agent can auto-reply. Stages are evaluated at the moment a guest message arrives.
Inquiries: Pre-booking questions.
Used for messages before a reservation is confirmed. This includes questions within a "Request to Book," though the AI will only answer the question and not accept or decline the request.Before check-in: After booking, before arrival.
Covers the period from confirmation up to the check-in day/time. Typical topics: check-in instructions, directions, deposits, ID/arrival time, luggage drop.Staying: During the guest’s stay until check-out.
Handles in-stay support like Wi-Fi, amenities, extra towels, maintenance, quiet hours, and local tips.
3) Auto-reply mode:
Control how quickly messages go out once eligible. Send immediately for instant responses, or delay sending by a few minutes to add a buffer before the agent sends the reply.
Note: During this delay, the AI's drafted response will appear in the inbox with a timer showing when it will be sent. This gives you a chance to review, edit, and send the message manually. If you send your own reply, the automated one will be cancelled.
4) Applicable to:
Choose which listings the Agent covers. Apply the settings to All properties or select specific properties; changes affect only the properties chosen here.
Fine-tune your AI character (optional)
Align replies with your brand voice. Adjust Tone and Message length, and decide how the AI handles unclear questions. The Preview panel updates in real time to show example responses.
Tone: Casual and friendly or Neutral and professional
Message length: Control how much the Agent says per reply.
Short and concise: 1–2 sentences that answer the question and point to a single action/link. Ideal for time-sensitive questions.
Medium: 2–4 sentences with brief context or steps. Used when guests often need a bit more guidance.
Unclear questions:
Buy more time — Sends a polite holding reply so the guest isn’t left waiting. The conversation will be left as unread for you to follow up. Best when the question needs human judgment or property-specific confirmation.
Do not respond — The Agent stays silent so you can reply manually. The conversation will be left as unread for you to handle. Use for sensitive topics (refunds, damages, complaints), policy exceptions, or anything that could escalate if answered automatically.
How the AI Agent finds answers
Pulls reservation details (guest name, dates, check-in/out, etc.) at responding time.
Uses your listing data, templates, and the property’s AI Knowledge from the AI Knowledge Base.
Important: The AI Knowledge Base is text-only. The AI Agent cannot analyze content from external links (like YouTube videos) or uploaded files (like PDFs). All instructional content must be written out as text in the Knowledge Base.
FAQs
- Is the AI Agent included in my plan?
It’s part of PRO+. Check the Pricing page for current availability and rollout notes.
- How is this different from Inbox AI Assistant?
Inbox AI Assistant: drafts a reply for you to review and send.
AI Agent: adds automation: scheduling, booking-stage targeting, delayed send, and brand tuning. They both use the property’s AI Knowledge base.
- Will updated booking details be reflected?
Yes. The Agent reads the reservation data when it sends the reply.
- Who can configure the AI Agent?
Configuration is limited to the Account Owner and users with Administrator permissions. If you don’t see AI Automation, contact your account owner/admin.
Troubleshooting
Agent not sending replies:
Check Schedule, Booking stage, Auto-reply mode, and Applicable properties. Confirm the guest message arrived during an active window.Replies seem off:
Update your Knowledge Base content as explained in this guide and try again.
Got any questions? Please reach out to us at [email protected], and we will gladly provide further assistance.