Host Tools

Configuring Your AI Concierge

Learn how to set up and customize the AI concierge for your property, including tone, auto-send rules, and escalation settings.

## AI concierge overview

The AI concierge answers guest questions using your property's knowledge base. You control how it behaves, what it can say, and when it should ask for human help.

Setting the tone

Navigate to your property's concierge settings and choose a brand tone:

  • **Warm:** Friendly, welcoming, uses the guest's first name
  • **Professional:** Polished, clear, slightly formal
  • **Casual:** Relaxed, conversational, uses contractions
  • **Luxury:** Refined, attentive, elevated language

The AI adapts all responses to match your chosen tone.

Auto-send configuration

You can configure three auto-send modes:

  1. **Full auto:** AI sends responses automatically for answers that meet your configured confidence and source-coverage rules
  2. **Review first:** AI drafts responses but waits for your approval before sending
  3. **Manual only:** AI provides suggestions but never sends without your explicit action

Most hosts start with "Review first" and switch to "Full auto" after they trust the AI's quality.

Confidence thresholds

The confidence threshold determines when the AI auto-sends vs. escalates:

  • **High:** Very strict. AI only auto-sends when source coverage and confidence are strongest
  • **Medium:** Balanced. AI assists with routine questions while keeping sensitive messages in review
  • **Low:** More aggressive. AI suggests or sends more routine answers, with a higher review burden if your knowledge base is incomplete

We recommend starting at Medium and adjusting based on your experience.

Escalation settings

Configure what happens when the AI cannot answer confidently:

  • **Escalate to you:** You receive a push notification and respond directly
  • **Escalate to SuperHost:** A SuperHost receives the thread with full context
  • **Queue for review:** The message enters your inbox queue for batch review

Testing the AI

Use the "Preview" feature to test questions against your knowledge base before enabling guest replies. This helps identify gaps in your property setup that might lead to poor AI responses.