Learn how AI reply rules work in Hostaway and how to control when AI should answer, escalate, or avoid replying to guest messages.
Rules
Once you've enabled AI Replies, you can create new Rules and add facts to the Knowledge Base to guide the AI.
How to Create an AI Reply Rule
- Go to Hostaway > Inbox > AI Replies.
- Click on the Rules tab, then click + Add rule.
- In the Describe your AI rule window, choose how to begin:
- Start from a suggestion: Click any of the one-click topic chips (e.g., + Parking & transport, + Payments & deposits, + Guest forms & registration, + Luggage storage, + Early check-in, late check-out & time clarifications). These suggested themes dynamically recommend top-performing rule categories that you have not yet configured.
- Start from scratch: Select + Start from scratch to define your rule criteria manually.
- Define the guided rule fields:
- What topic should this rule cover? * Specify the subject (e.g., Early check-in, late check-out & time clarifications).
- When should it trigger? * Describe the guest inquiry or condition that activates the rule (e.g., The guest asks for early check-in or late check-out).
- What or how should it reply? * Provide instructions on the response content, tone, and any variables or placeholders (e.g., Standard check-in is {check-in time}...).
- When should it not apply? (Optional) Add constraints or exceptions where AI should avoid replying or escalate to your team.
- Click ✨ Generate rule to save and apply the rule.
What Rules Control
- Topics: Tell the AI which types of messages it should respond to, such as:
- Check-in questions
- Booking inquiries
- Property amenities questions
- Local recommendations
- Response Style: Specify how you want the AI to respond, such as:
- Specific phrases you like to use
- Information to always include, etc.
Why Rules Help
By establishing these guidelines, the AI will generate responses that sound more like you and address the topics that matter most to your guests.
You can create as many rules as you want, edit, delete them, and activate/deactivate them individually.
You can also assign rules to apply to only specific listings.
Using Custom Fields in AI Reply Rules
To get even more power out of your Rules for AI Replies, use the custom fields when defining the Rule details. Custom fields are available both when you are creating new Rules and when you are editing the existing Rules.