Staynup

What happens when the AI hands off to my team?

When the AI can't answer safely on its own, it doesn't go silent — it runs a smooth handoff: the guest gets a holding message, your team gets a ticket with full context, and everyone stays in the loop. This page explains the handoff workflow from start to finish.

What happens

When the AI routes a message to handoff, three things happen in quick succession:

  1. The guest gets a holding message — something like "Let me check with my team and get back to you shortly." This keeps the guest from feeling ignored while your team works.
  2. A handoff ticket is created — the AI captures the intent, the context, and the guest's latest message so your team never has to read the whole conversation to understand the situation.
  3. Your team is notified — the ticket appears on the messaging channel with everything your responder needs.

Your team can then answer the ticket directly in the channel — they never need to open the dashboard to resolve a handoff.

What a ticket looks like

Each ticket is a compact, scannable block. Here's an example:

#15 | Room: Sunny Villa | Guest: John | Check-out today
Intent: Operational
Context: Guest wants to store luggage after checkout
Latest: "Can we leave our bags until 3PM?"
Please reply with #15 + your response

Every ticket includes:

  • A ticket number (#15) that identifies the conversation.
  • The room or listing and the guest name.
  • The intent — what category of question this is (operational, financial, emergency, policy).
  • A short context line summarizing the situation.
  • The latest message from the guest, quoted verbatim.

Responding to a ticket

To resolve a handoff, reply in the channel and include the ticket id. Say what you want the guest to be told — the AI handles the rest.

#15 Yes, tell them to leave bags by the front door, I'll be there at 2

Here's what happens with your reply:

  1. The AI composes the guest-facing message from your instruction.
  2. It runs the safety guards — grounding, disclosure, and language.
  3. It sends the reply to the guest on Airbnb.
  4. It confirms the resolution and closes the ticket.

Staff use the same #id format on the staff channel, so any member of your team — manager or staff — can pick up and resolve a handoff with a single message. No dashboards, no logins, no phone tag.