When will my AI respond?

Understanding when and why your AI responds to guest queries (or routes them to you for review).

The following is a basic overview of when your AI will or will not respond to an incoming guest message.

✅ When your AI will respond

Your AI Agent has two Agent Modes: Autopilot and Copilot mode. When Autopilot is enabled for a listing, your AI Agent will respond to all incoming guest messages for that listing, unless one of the criteria from the following section is met.

🛑 When your AI won't respond

Your AI Agents will not respond in the following scenarios:

• Missing Info — Your AI will not respond to a guest's query if it lacks enough information to respond. For example, if the guest asks "Where is the hair dryer" and the hair dryer location is not included in your Notebook or PMS, then the AI will route this message to its human host for intervention.

• Sensitive Subject Material — If your AI encounters a sensitive subject such as a cancellation or maintenance request, complaint or request to speak with a human, it will automatically route the message to you for review.