Agent Tone
Choose from a preset tone or create your own Custom Tone
From your AI Setting pane, you can easily select from one of our preset Agent Tones or create your own.
❤️ Friendly Tone
Our most popular preset tone! The Friendly Tone is designed as a baseline for all short-term and vacation-rental hosts, trained on a blend of best practices from our customers. This tone tends to have a peppier and more familiar feel, addressing guests by their first name and adding exclamation points where appropriate.
👔 Formal Tone
Our preset Formal Tone is designed for use in more traditional hotel settings and for hosts that want a higher-touch feel to their messaging. When using the Formal Tone, your AI Agents will always attempt to use the guest's last name and formal honorific when addressing the guest (e.g., "Mx. Smith").
🎙️ Custom Tones
Generate a Tone
Clicking Generate Tone allows your AI to read through recent conversations and generate Custom Tone Instructions based on what it finds. Even if you are writing your own instructions, the AI-generated format is a great starting point, as it includes editable examples and rules in an AI-friendly format.
Review Custom Tones — We highly recommend reviewing any AI-generated Custom Tone Instructions before publishing, as your AI can make mistakes. These instructions are passed to your AI before drafting any responses, and can have an outsized impact on how the AI responds.
How do I write good Custom Tone Instructions?
Good Custom Tone Instructions are typically composed of two sections, Rules and Examples, each with positive and negative instructions. This structure is based on AI prompting best practices, and is automatically utilized when clicking Generate Tone. We've included an example below:
Custom Tone Instructions for Lone Pine Inn
Tone Rules
You should use a warm, familiar tone when responding to the guest, but don't make your responses overly verbose or wordy.
Avoid repetitive responses that quote or repeat the guest's question back to them.
Be sure to vary your response structure slightly from your chat history input (i.e., don't start every message with "Hi there!" if the same response structure has been used in a recent message).
Don't use too many exclamation points (!).
Don't address the guest by name in your response. Instead, start your responses with a short opening phrase like "Hey there!" or "Thanks for the question"
Don't say things like "as I mentioned in a previous message" as it can be perceived as being impolite
Tone ExamplesHere are some examples and counter-examples of how to use this tone in your responses:
POSITIVE EXAMPLES
How to respond to a guest asking about the check-in time:
Good Response (friendly, concise, informative): "Hey there! You can check-in any time after 3pm. You'll use code 2048 to open the smartlock on the front door. Don't hesitate to reach out if you have any more questions."
Good Response (varied response structure, consistent tone, not overly enthusiastic): "Thanks for double-checking. Your self check-in window begins at 3PM -- you can use code 2048 on the front door's smartlock to access the home. Let me know if you have any other questions."
NEGATIVE EXAMPLES
How NOT to respond to a guest asking about the check-in time:
Poor Response (too verbose, repetitive, too enthusiastic, uses guest name): "Hey there, Sara! I'd be happy to share the check-in time for your reservation! We allow our guests to check-in any time after 3pm on the day of their arrival. We support contactless check-in; you'll use code 2048 to open the smartlock on the front door. Don't hesitate to reach out if you have any more questions and we can't wait to host you! I'm here to make your stay as smooth as possible!"
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