Learn how Inbox AI Replies work in Hostaway, how AI-generated responses are created, and how testing, review, and automation settings affect reply behavior.
Did you know that Hostaway users now trust AI Replies to generate up to 89% of their guest communications?
⚠️ Important Note: "AI Replies functionality is being continuously developed, and this user guide will change frequently. Please check back regularly for updates".
What This Feature Does
AI Replies help you respond to guest messages faster by automatically generating suggested responses. You are in control: set Delivery to Draft if you want to review first, or set Delivery to Auto-reply for the respective Rules if you want AI to send replies automatically, without manual approval or any kind of approval on your part, for specific guest questions.
How It Works
- Go to your Hostaway Dashboard > Inbox > AI Replies
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Enable the feature
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Set the Tone of voice and the
Answer length for AI-generated
replies
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Improve the AI suggestions with custom Rules
- Instruct AI about specific responses for specific guest questions
- Select if the rule applies to a single listing, multiple listings, or multiple/all listings
- Add listing facts to the Knowledge Base to empower AI with relevant data and ensure it has the right information to be able to respond to guest messages correctly
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AI analyzes the situation - When a guest messages
you, the AI looks at:
- Your custom AI rules
- Facts from the Knowledge Base
- Details about the reservation
- Information about your property listing
- AI suggests a response - Based on this information, a pre-written response appears in your inbox
- In case some information is missing and AI cannot generate a draft reply for the guest message, AI will share exactly which data is missing and suggest you add it to the Knowledge Base to teach AI how to respond next time
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You decide what to do with the AI-generated draft
reply - you can either:
- Send the suggested response as-is
- Edit it before sending
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Write your response instead
If you selected Delivery: Auto-reply (Send automatically), the answer won't need any verification or confirmation from your side
Test AI Replies
Before you use AI replies in day-to-day operations, test common guest scenarios in Hostaway.
To know more about this feature, please refer to the dedicated article Inbox: Test AI Auto-Replies, Stay in Control, and Set Reply Delays
Stay in control: decide what gets sent and when
AI replies are most effective when you stay in the
driver’s
seat. Use AI to move faster, while keeping final
decisions
with you.
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Benefits
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Faster responses to guest inquiries
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Less work for you as a host
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Consistent communication that follows your preferred style
This tool is designed to save you time while helping
you maintain good communication with your guests.