This feature is currently only available for Mogul customers.
Apart from messaging rules and Suggest with AI, you can now also opt into a fully automated AI Inbox!
How does it work?
For every message that a guest sends, Hospitable's AI goes through a multi-step process:
1. First, it decides whether or not to even proceed writing a message
This includes any timing settings you have configured in Guest Experience > Inbox AI, such as time of day, day of week, and booking stage.
If the AI decides there isn't enough context available to it from property details, the Knowledge Hub, and past replies, it won't attempt to answer.
2. Then, it checks if the conversation meets escalation criteria that you have defined.
For example, if the guest has messaged you that they are locked out and that scenario is included in your Escalation Policy in the Inbox AI settings, the Auto Reply process will proceed to send your Escalation Message.
3. It then writes a reply, but doesn't send it yet.
Property, conversation, and booking context are combined with relevant information from the Knowledge Hub, as well as with past replies that you have sent to similar guest messages previously.
In the case of an escalation, an AI message is not generated. Instead, the Escalation Message that you have defined in your Inbox AI settings is used exactly as you have written it.
4. An AI assessment is then performed
A separate AI process looks at the original decision, the generated message, and all of the available context and restrictions (see below) to judge whether or not it should proceed. This is an additional safety measure.
5. The message is finally sent
Either the AI generated one, or your Escalation Message.
How can I choose which host to send from?
Simply remove the primary host - or whichever host you do not want to use for sending AI messages - from the host scoping setting.
How does escalation work?
Hospitable's AI looks at your escalation policy and the guest's latest messages. If the current state of the conversation matches one of the items that you mention in your escalation policy (e.g., "Escalate if the guest is locked out."), then Hospitable sends out your Escalation Message exactly as you've written it.
How long does it take to reply?
Usually it will take at least 45 seconds to reply, sometimes longer, because of the multiple steps that the AI completes before sending a reply.
Additionally, the AI will only start acting on the guest's latest message once we see it in our database, which means if the message has already appeared in your OTA (like Vrbo), but Hospitable has not yet received it, the the Auto Inbox AI can't start working yet.
How can I improve the AI accuracy?
The best way to improve the messages that the AI writes is to add more details to each property's Knowledge Hub.
Can I use different settings for different properties and different times?
Yes, just create a new settings group and scope it specifically to the relevant properties for the scenario that you have in mind.
When does Auto Reply *not* send a message?
First of all, the various constraints in your Inbox AI configuration need to be met. For example, if you've configured Auto Reply to only work between 9pm and 9am, and a message from your guest reaches Hospitable at 8.59pm, Auto Reply won't trigger.
If the host replies before Auto Reply finishes preparing and sending a message, an automatic AI message won't be sent. No conflict.
Auto Reply also needs to judge that it has sufficient context to proceed so that it avoids making anything up.
If the guest message comes together with a new booking, Auto Reply won't proceed.
There are also certain topics that we prevent the AI from attempting to talk about. As we improve the Auto Reply capabilities, some of these restrictions will be lifted.
Right now, these restrictions include includes:
Calendar availability
Early check-in, late check-out, and date alterations
Refunds, discounts, compensation, or discussions about the price of any kind
Payment details, bank accounts, or payment links
Moving to a different property
Writing about sensitive stay details such as the property address, parking location, lock code, and wifi details prior to the confirming the booking
Taking a decision on behalf of the host or claiming to perform an action on behalf of the host