Learn how AI escalation detection works in Hostaway, how negative sentiment and rules can trigger escalation, and how to review conversations that may need human action.
AI Escalation Detection in Hostaway Inbox
Hostaway AI can now do something very important: recognize when conversations need immediate attention.
What’s New
Hostaway now supports AI Escalation Detection in the Inbox. With this update:
- Conversations with negative sentiment receive an escalation flag in the Inbox.
- Customers can create their own custom AI Escalation Rules.
- AI can identify each business’s specific version of “this needs attention immediately.”
- Customers receive notification for escalations (choose: mobile, desktop, email, or disable it)
Why This Matters
Every business defines escalation differently.
For some, escalation means:
- A guest is unhappy
For others, it may be something more specific, such as:
- There is no hot water
- A guest mentioned a lawyer
- Someone brought up a raccoon
This update is important because it goes beyond simple negative sentiment detection. Instead of only detecting “bad vibes,” Hostaway AI now provides a flexible tool that allows you to teach the system what actually matters in your business.
What Hostaway AI Can Help Teams Spot
With AI Escalation Detection, Hostaway can help teams identify:
- Negative sentiment
- Urgent issues
- Custom business-critical moments
- General situations that need immediate attention
Escalation Recognition Notifications
It is possible to receive notifications when the AI identifies an escalation.
This setting is configured at the rule level, giving you more granular control over when and how alerts are triggered.
To activate this functionality, please follow these steps:
- Go to your Hostaway Dashboard > Inbox
- Click on the AI Replies tab > Rules
- Add/Edit the rule > At the bottom in the Escalation actions
- Turn on the toggle Send a notification
- Save rule
Summary
AI Escalation Detection helps teams respond faster by highlighting conversations that may require action. By combining negative sentiment detection with customizable escalation rules, Hostaway AI can better reflect each business's unique priorities.