Route to Host

Understand when and why your AI Agents will route messages to you.

Overview

When your AI is set to Autopilot Mode, it will automatically attempt to answer any incoming guest message using the information provided in its sources (see What does my AI know? for a comprehensive overview).

However, if your AI lacks the information to fully answer a guest question, or if it encounters an "auto-flag" message type, it will pause Autopilot and flag the conversation for host review.

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The "Needs Attention" Flag

When your AI is unable to answer a guest message by itself, it will flag the conversation as Needs Attention and automatically filter it into the Needs Attention folder in your Cortado Inbox.

There are two reasons your AI will flag a message as "Needs Attention"

❓AI lacks information to respond

In order to prevent AI "hallucinations" (made-up responses), your AI will always flag guest queries that exceed the information you have provided it.

For example, if a guest asks "What's the garage code?" your AI will check its sources for the garage code. If nothing is found, the AI will route the conversation to you and flag it as "Needs Attention."

When you encounter flagged questions like this one, it is a great time to update your Listing Info Packets to include missing information!

❗AI encounters "auto-flag" subject material

As an added precaution, your AI Agents will always flag the following types of requests for human review:

Auto-flag message types:

• Emergencies

• Complaints

• Maintenance Requests

• Cancellations or reservation change requests (i.e., change to reservation dates or party size)

• Early check-in or late check-out requests

• Questions about AI

• Special requests requiring human action (e.g., "Can you leave a bottle of champagne in my room?")

Once a conversation is marked as "Needs Attention" your AI Autopilot will pause itself and will not respond to new guest messages until the conversation has been manually "Resolved."

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Special Case: Guest acknowledgements & reactions

To cut down on excessive responsiveness and create a more human-like pace of interaction, your AI Agents will not respond to basic guest acknowledgements and reactions.

Example Acknowledgements & Reactions

The following would NOT receive a response from your AI Autopilot, nor would they be flagged for host intervention:

• Simple acknowledgements

  • "OK"

  • "Thanks"

  • "No problem"

• Confirmations

  • "Awesome!"

  • "Wonderful!"

  • "Sounds good"

• Positive reactions

  • Guest reacts 😊/❤️/👍/👏/🤣 to your message

  • Guest loves/likes/laughs at/emphasizes your message

When processing a guest acknowledgement or reaction, your AI will not respond and Autopilot will remain on to answer other incoming guest messages.