AI Configuration Page User Guide

Welcome to the AI configurations page. This area is divided into four main sections: Live, Config, Memories, and Automation.

Let’s explore each section. In the Live tab, you can view all logs of the AI's responses. On the left side, you can either search by a specific guest name or use the dropdown to choose a particular listing.

You can filter logs by hour, 12 hours, day, or week. By clicking on More Filters, additional options like conversation ID, log type, AI generation type (Autopilot or Copilot), agent type, and specific date filters are available. This area is particularly useful for troubleshooting and understanding AI responses.

Now, let’s move to the Config tab. Here, you will find five AI agent types: reviews, customer support, sales, operations, and owner relations.

Sales agents focus on potential guests whose inquiries are still in the Inquiry stage. The primary role is to guide these prospects, answer questions about availability or pricing, and convert inquiries into confirmed reservations.

The Customer Support agent manages interactions related to confirmed bookings. They address guest questions about ongoing stays, resolve issues during visits, and provide post-stay support. Their goal is to ensure guest concerns are handled quickly and effectively.

Operations agents interact primarily with contractors and property managers. They are responsible for creating service calls and assigning maintenance tasks. Unlike Customer Support agents, they do not handle questions from current guests.

The Owner agent manages inquiries related to property performance and reporting.

These agents have similar configuration screens, so we will focus on Customer Support, the most commonly used. Within this agent, there are several sections such as General, Automation, Communication, Security, Policies, and Advanced. In the General tab, the AI Copilot can be enabled.

Enabling the AI Copilot allows it to draft responses that require human approval before being sent. Below this setting, you can enable Save Chain of Thought to make AI reasoning visible in the Live tab and Debug Mode for additional logs.

You can deny store links to prevent the AI from including store item links in responses. The option to customize the agent name is also available here.

The Log Reject Reason feature requires users to provide a reason when rejecting an AI-suggested response, which appears as a prompt in the CRM. Tag Conversation enables the AI to automatically tag conversations.

For example, when a guest shows satisfaction, these tags become visible in the Memories tab. Settings for country, date format, time format, and distance format control how AI responses are formatted.

Next, let’s explore the Automation section. Here, you can activate Autopilot, allowing the AI to send responses automatically without human intervention.

You can configure the AI to follow up with guests to confirm response helpfulness and set the number of follow-ups. The Pause on Escalation feature stops Autopilot if a conversation is escalated, preventing further autonomous replies.

You can specify which listings have Autopilot enabled and set a Shift Schedule to limit automatic AI responses to specific hours. In the Communication tab, the AI’s response style can be configured.

Adjustments can be made to response length (concise, detailed, balanced), formality (casual, formal, balanced), and empathy level (direct, empathetic, balanced). A signature can also be added and toggled as needed.

In the Security tab, two key settings ensure the pre-check-in form is completed and the deposit is paid before the AI provides door codes. The Policies tab is crucial for defining response rules.

The AI uses policies to ensure responses align with your standards. To add a new policy, click Add New Topic. A modal will appear where you can enter the topic and subject name.

Once created, fill in the policy description carefully, ensuring there are no contradictions. Conflicting rules may confuse the AI and result in inconsistent responses.

To edit a topic or subject, click the pencil icon. To update a description, click into the text box, make your changes, and click Save.

If creating a new policy, you may leave the description empty and click Generate Policies to create a baseline set for refinement. In the Advanced tab, you can set response delays and define the minimum confidence score required for automatic messaging.

Confidence score details are accessible in the CRM. At the bottom of the Advanced tab, you can add code-level instructions that override policies. Use this feature cautiously, as it has a significant impact on AI behavior.

Now, let’s visit the Memories tab. This section displays all AI-saved memories, including memory type, conversation links, descriptions, confidence scores, importance scores, and last update dates.

Saved memories are also visible directly within the CRM. The Automation tab here corresponds to the same automation settings found under Guest.

The Automated Messages section—covered in a separate video—allows you to create pre-made messages that are automatically sent to guests based on defined triggers.