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.
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.