Which behavior settings unlock more auto-replies?
Behavior settings control how the AI handles edge cases — the situations where a safe default might hand off a message that could actually be automated. Tuning these unlocks more auto-replies without sacrificing safety. This page walks through each setting.
Response delay
The response delay simulates human timing so replies don't feel instant and robotic. You can set it anywhere from instant to 60 minutes.
- Keep it short (instant to 10 minutes) for a good guest experience — guests expect fast answers.
- Use a longer delay only if you deliberately want replies to feel more "human" and slower-paced.
- Note that long delays can frustrate guests who are used to fast responses.
Unknown amenities & services
When a guest asks about something not in the facts pack, the AI must decide how to behave. Two options:
- Not available — the AI treats anything unknown as unavailable. Strict and safe, but it can produce wrong answers when a fact is simply missing rather than genuinely absent.
- Ask once and remember — the AI asks the guest once and remembers the answer for the rest of the conversation. More flexible and unlocks more auto-replies.
For high-traffic listings, ask once and remember is usually the better choice — it keeps conversations moving while still confirming facts rather than guessing.
Check-in & check-out handling
When a guest requests a check-in or check-out outside your standard times, the AI can:
- Auto-decline — politely refuse non-standard times unless a rule says otherwise.
- Always-ask — hand every timing request to your team for approval.
- Smart allocation — approve requests the AI is confident about (matching your rules) and hand off the rest.
Smart allocation is recommended: it captures the common cases automatically while keeping you in control of the unusual ones.
Guest review mode
Controls how the AI handles post-stay reviews:
- Off — the AI never writes reviews.
- Semi-auto — the AI drafts the review and you approve before it's submitted.
- Full-auto — the AI writes and submits reviews on its own.
- Always 5 stars — a special mode where the AI always submits a 5-star review for completed stays.
Staff working hours
Defines when staff notifications can be sent (handoffs, tickets, and alerts). Outside these hours, notifications are queued instead of pinging your team in the middle of the night. The default is Monday to Friday, 9AM to 6PM — adjust it to match when your team is actually reachable.