Escalations and handoff

Most guest messages are handled by the AI on its own. Some conversations need a person — this page covers when the AI hands a conversation to your team, and how to set up what guests see when no one is available.

When the AI hands off to your team

The AI hands a conversation to your team when it shouldn't answer alone:

• It doesn't have the answer to a property-specific question — a policy, facility or detail you haven't configured. Rather than guess, it asks the guest if they'd like staff to help.

• The request needs a person — confirming early or late check-in, changes to a booking, or anything needing in-person action.

• The request is complex, ambiguous, or personal — it hands off rather than risk a wrong answer.

• A price needs to be quoted or negotiated — the AI won't invent or haggle over prices. For an open pricing question (a room rate, a discount), it offers to connect the guest to staff.

This is different from priced actions the AI completes for the guest. When a price comes from your PMS, the AI handles it safely — it never makes the number up:

• Upsells and offers — the price comes from your PMS and is added to the guest's invoice.

• Reservation changes — applied and priced through your PMS.

• Invoices — retrieved from your PMS on request.

Because these numbers come straight from your systems, the AI can act on them without guessing — it's only open-ended pricing questions it hands to your team. For anything outside your property — local attractions, transport, the city — the AI answers from general knowledge and doesn't hand off.

When a conversation is handed off, it opens in your Team Inbox for a team member to take over. You can set notifications — to your phone, email, or desktop — so the team knows when a guest needs a person. (See the Team Inbox collection for handling live conversations.)

Set your operating hours

1. Go to Settings → Team → Operating hours.

2. Set your weekday and weekend hours — or mark weekends closed (holidays follow your weekend schedule).

3. Save.

Operating hours don't switch the AI off — it keeps answering around the clock; they only affect what happens when a request needs a person.

Set the out-of-office message

1. In Settings → Team, edit the out-of-office message text.

2. Insert variables that fill in at send time: {{next_open_time}} (when your team is next available), {{property_phone}} (for urgent matters), and {{property_name}}.

3. Save.

It's sent only when the AI hands off and it's outside your operating hours — never if the AI can answer itself, so guests aren't left waiting for routine questions.