When the AI hands a conversation over to you, and how to find out in time
By GuestChat Team ·
The AI answers most questions during a stay on its own: the wifi, the check-in time, how to get there. But there are things it shouldn't decide, and others it simply doesn't know. Knowing when it hands you the baton saves you scares and tells you what to look at first every morning.
When it doesn't know something
If the answer isn't in your property profile, it doesn't make one up. It tells the guest it will check and leaves the question for you in the Teach your assistant card on the Panel. On top of that, every night you get an email with the day's questions. Once you answer, the AI learns it for next time.
When there's a problem at the property
If the guest says something isn't working (no hot water, the stovetop won't turn on, something is missing), the AI opens a report. You'll see it in Reports, grouped by guest, and you get an email alert. If the guest insists or writes again about the same thing, no new report is opened: it's added to the existing one, and the card shows you how many times they've written again.
When they ask for something only you decide
The AI never approves a late check-out or an early check-in on its own, unless you let it decide by itself. It depends on what you chose in Services & Policies, under Guest times:
- With Ask me, it tells the guest it will check and notifies you. You decide.
- With Say no, it kindly replies that the time can't change and doesn't notify you, unless the guest says they feel unwell.
- With Let the AI decide, which needs Turno connected, it checks the cleaning and can give extra time when the cleaning schedule allows it.
When it's serious
If the message sounds like an emergency (a gas smell, smoke, a flood, someone who has been taken ill), an urgent report is opened and you're alerted right away. If the guest is staying at the property and their virtual key is active, it goes up to the highest severity, and if you turn on SMS for very serious reports in My Profile, you also get a text message on your phone the first time.
When the guest is upset
In the Conversations list, each guest can carry a mood tag: Critical, Tense or Happy. No tag means things are normal. Hover over it to see the note and the reason. You don't need to read fifty conversations: start with the red ones.
What to check first every morning
- Pending Reports, especially high-severity ones.
- Conversations tagged Critical or Tense.
- The It asks you tab in Teach your assistant.
- Arrivals, to see who checks in today and whether they've given their arrival time.
Common mistakes
- Turning off email alerts with no one else to cover. In My Profile you can turn off report alerts if you have a team that handles them; if no other address is left, they still come to you anyway, because a report nobody reads is a lost report.
- Solving it by phone and not closing the report. If you leave it open, the system keeps treating it as pending: you get reminders and the automatic goodbye on check-out day isn't sent.
- Answering questions late. Until you reply, the AI will keep telling the guest it's checking.