Learn how to test AI auto-replies, control when AI responds, and configure reply delays before enabling AI replies in live guest conversations.
Auto-reply (using AI-drafted replies and message automations) helps you respond faster while keeping guest communication accurate and on-brand.
In this guide, you’ll learn how to:
- Use the test environment in Inbox > AI Replies to preview responses before you rely on them.
- Stay in control by deciding what gets sent, whether it’s automated, and when.
- Set reply delays so you (or your team) can respond first, with AI support only when needed.
1) Test AI Replies before you go live
Before you use AI replies in day-to-day operations, test common guest scenarios in Hostaway.
Where to test
- Go to Hostaway > Inbox > AI Replies
- Open the test environment and run a few example conversations
What to test (recommended scenarios)
Try questions you receive frequently:
- “What time is check-in?”
- “Can we check in early?”
- “Do you have parking?”
- “What’s the Wi‑Fi?”
- “Is late checkout possible?”
- “Can we bring a pet?”
What to validate in each test
- Accuracy: times, access instructions, and property details are correct
- Policy alignment: the reply matches your house rules and fees
- Tone: the reply sounds like your brand (friendly, professional, concise)
- Escalation: sensitive topics are handled by you (for example: refunds, complaints, exceptions, safety issues)
Improve results with a quick test loop
- If a reply is close but not perfect, update your AI Reply Rules (tone, do/don’t instructions, required details).
- Re-test the same scenario until the output is consistently correct.
- Expand to more scenarios as you gain confidence.
2) 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.
A practical control model
- Draft-first (recommended): AI suggests a reply that you review, edit if needed, and send.
- Automations with guardrails: scheduled/triggered messages go out only when you decide they should (for example, standard check-in instructions).
Use AI Reply Rules to keep replies consistent and safe
Set clear boundaries so guests get fast, correct answers—without overpromising.
A simple framework:
- Low risk (usually OK after a quick review):
- Check-in/check-out times (standard)
- Wi‑Fi instructions
- Parking basics
- Amenity questions
- Medium risk (review and edit before sending):
- Early check-in / late checkout requests
- Special requests
- Minor exceptions
- High risk (handle personally):
- Refunds and compensation
- Complaints and disputes
- Safety incidents
- Sensitive or urgent issues
If you manage multiple properties, this is especially important—details can vary by listing.
3) Set reply delays so your team can respond first
Reply delays help you avoid unnecessary automation when you’re already available. They create a window where a human can respond first, and AI support is there when you need it.
Why delays help
- You protect the guest experience when a human is available
- You still improve coverage during busy periods or after hours
- You reduce the risk of sending the wrong information too quickly
A delay strategy you can copy
- 0–2 minutes: route/assign the message internally so it’s seen quickly
- 5–15 minutes: if you still haven’t replied, use an AI-assisted draft to respond faster
- After hours (30–60 minutes): optionally send a safe acknowledgement, then follow up when you’re online
Tip: Keep after-hours messages “safe.” Avoid promising exceptions or quoting fees unless you’re sure.
What Happens to a Delayed Auto-Reply When a New Guest Message Arrives?
Delayed Auto-Reply messages are cancelled (will not be sent) if a new guest message is received during the delay period. Because the new guest message potentially brings new context, AI will take the new guest message into account and reprocess the whole conversation to regenerate a fresh message.
Best practices checklist
- Start with a few high-volume topics (check-in, Wi‑Fi, parking), then expand.
- Define “human-only” topics (refunds, complaints, safety) and stick to them.
- Use Inbox > AI Replies testing before you roll out new rules.
- Review results weekly at first and refine your rules and delays as you learn.