AI Automations

AI Automations enable your AI Assistant (text and voice) to automatically execute actions when guests make specific requests. When a guest asks for towels, requests their room key, or needs to speak with staff, the AI detects the intent and triggers the appropriate workflow.

What is an Intent? An intent is the underlying purpose or goal behind a guest's message. When a guest texts "Can I get some extra towels?" the intent is "request towels" - regardless of the exact words used. The AI analyzes guest messages to identify these intents and trigger the appropriate automation.

Overview

Feature

Description

Intent-Based

AI detects guest intent from conversation

Multi-Channel

Works with SMS, WhatsApp, Widget, and Voice calls

Configurable Actions

Create tasks, send messages, issue keys, mark resolved

Task Templates

Link to existing Task Templates for automatic task creation

Incremental Handling

Follow-up requests append to existing tasks (15-min window)

Requirements

Before setting up, ensure:

  • AI Assistant is enabled for your property

  • Voice Assistant is enabled for your property

  • Task Templates are created (for task-based automations)

  • Snippets are configured (for message-based automations)

  • Smart Locks are integrated (for key automation)

Accessing AI Automations

  1. Go to Automation > AI Automations

  2. View all automations with their status

  3. Click New AI Automation to create a custom automation

Understanding AI Automations

How AI Automations Work

  1. Guest Message/Call: Guest sends a text or makes a voice call

  2. AI Response: AI Assistant processes and responds to the guest

  3. Intent Detection: AI identifies what the guest wants (e.g., "request towels")

  4. Workflow Triggered: Matching AI Automation executes its action

  5. Action Completed: Task created, message sent, or key issued

AI Automation Components

Component

Description

Name

Descriptive label for the automation

Trigger Intent

What guest request activates this automation

Action

What happens when triggered

Task Template

Template used for task creation (optional)

Snippet

Message template to send (optional)

Channels

Which channels trigger this automation

Status

Active (On) or Inactive (Off)

Available Intents

AI Automations can respond to two types of intents:

Global Intents

Built-in intents that work across all properties:

Intent

Description

Request Key

Guest asks for room key or access code

Transfer to Human

Guest wants to speak with staff

General Complaint

Guest expresses dissatisfaction

Service Request

Generic service request (matches Task Templates)

Request Booking

Guest requests a booking, reservation, or agrees to receive a booking link (Voice only)

Request Information

Guest requests information that requires a text follow-up such as links, directions, or details (Voice only)

Task Template Intents

Site-specific intents derived from AI-enabled Task Templates:

Intent Format

Description

task_[template_id]

Auto-generated from AI-enabled Task Templates

When you enable a Task Template for AI, it becomes available as an intent option. The AI uses the template's name and description to match guest requests.

Available Actions

Task Actions

Action

Description

Create Task from Template

Creates a task using the linked Task Template

Communication Actions

Action

Description

Send Snippet

Sends the configured message template to guest

Send Booking Link

Sends a dynamic booking link via text with dates extracted from the voice conversation

Mark Conversation Resolved

Marks the guest conversation as resolved

Key Management Actions

Action

Description

Issue Key

Generates and sends room access code

Creating an AI Automation

Step 1: Navigate to AI Automations

  1. Go to Automation > AI Automations

  2. Click New AI Automation

Step 2: Configure Basic Settings

Field

Description

Name

Descriptive name (e.g., "Towel Request Handler")

Trigger Intent

Select the intent that activates this automation

Status

Active or Inactive

Step 3: Select Action

Choose what happens when the automation triggers:

Action

Additional Fields Required

Create Task from Template

Select Task Template

Send Snippet

Select Snippet

Issue Key

None

Transfer to Human

None

Step 4: Configure Channels (Optional)

Limit which communication channels trigger this automation:

Channel

Description

SMS

Text messages

WhatsApp

WhatsApp messages

Widget

Website chat widget

Voice

Phone calls via Voice AI

Leave empty to trigger on all channels.

Step 5: Save

  1. Click Create AI Automation

  2. Toggle Active to enable

Setting Up Task Templates for AI

To use Task Templates with AI Automations, you must enable them for AI:

Step 1: Create or Edit a Task Template

  1. Go to Staff > Tasks > Templates

  2. Click New Template or edit an existing one

Step 2: Enable AI

  1. Check Enable for AI checkbox

  2. Enter an AI Trigger Description (e.g., "Guest requests extra towels")

The AI Trigger Description helps the AI match guest requests to this template. Be descriptive but concise.

Step 3: Save

The Task Template now appears in the AI Automation intent dropdown.

Task Template Fields

Field

Purpose

Template Name

Display name in template list

Task Subject

Title of created tasks

Task Instructions

Instructions for staff (preserved when AI creates task)

Assign Task To

Default assignee for created tasks

Deadline

Time until task is due

Enable for AI

Makes template available for AI Automations

AI Trigger Description

Helps AI match guest requests to this template

Incremental Request Handling

AI Automations intelligently handle follow-up requests within a 15-minute window.

How It Works

Scenario

Result

Guest: "I need towels"

New task created

Guest: "Also some pillows" (within 15 min)

Appended to existing task

Staff completes task, guest adds more (within 15 min)

Task reopened with new request

Guest makes request after 15 min

New task created

Guest requests different service (towels then maintenance)

Separate tasks

Why This Matters

  • Prevents duplicate tasks for conversational requests

  • Preserves context by keeping related requests together

  • Handles corrections when guests add to their original request

  • Respects staff work by reopening only when necessary

Channel Filtering

Control which communication channels trigger each automation:

Voice-Only Automations

Useful for actions that only make sense during phone calls:

Setting

Value

Intent

Transfer to Human

Action

Transfer to Human

Channels

Voice only

Post-call follow-up automations are also voice-only, sending text messages after a call ends:

Setting

Value

Intent

Request Booking

Action

Send Booking Link

Channels

Voice only

Text-Only Automations

Useful for sending links or information that can't be conveyed verbally:

Setting

Value

Intent

Request Parking Info

Action

Send Snippet

Channels

SMS, WhatsApp, Widget

Common AI Automation Examples

Housekeeping Request Automation

Setting

Value

Name

Housekeeping Handler

Intent

task_[housekeeping_template_id]

Action

Create Task from Template

Task Template

Housekeeping Request

Channels

All

Tasks created by AI include a dynamic subject showing the guest's request. For example: "Housekeeping Request: Can I get some extra towels for..."

Room Key Request

Setting

Value

Name

Key Request Handler

Intent

Request Key

Action

Issue Key

Channels

All

Complaint Handler

Setting

Value

Name

Complaint Handler

Intent

General Complaint

Action

Create Task from Template

Task Template

Staff Review

Channels

All

When a guest expresses a complaint, the automation creates a Staff Review task for front desk staff to follow up.

Post-Call Booking Link

Setting

Value

Name

Booking Link Follow-Up

Intent

Request Booking

Action

Send Booking Link

Channels

Voice only

When a guest calls to inquire about booking, the voice assistant offers to send a booking link via text. After the call ends, the system automatically sends an SMS with a personalized booking link containing the dates and guest count discussed during the call.

Parking Information

Setting

Value

Name

Parking Info Response

Intent

task_[parking_template_id]

Action

Send Snippet

Snippet

Parking Information

Channels

SMS, WhatsApp, Widget

Managing AI Automations

Enabling/Disabling

  1. Find the automation in the list

  2. Click Edit

  3. Toggle Status to Active or Inactive

  4. Click Update

Editing an Automation

  1. Click Edit on the automation

  2. Modify settings as needed

  3. Click Update AI Automation

Deleting an Automation

  1. Click Delete on the automation

  2. Confirm deletion

Best Practices

Intent Naming

Write clear, specific AI Trigger Descriptions for Task Templates:

  • "Guest asks for extra towels or linens"

  • "Guest requests room service or food delivery"

  • "Guest needs help with WiFi or internet connection"

  • "Guest wants to extend their stay or late checkout"

Task Template Design

Practice

Reason

Use clear subjects

Staff can quickly understand the task

Include instructions

Context preserved when AI creates task

Set appropriate deadlines

Ensures timely completion

Assign to right department

Routes to correct staff

Channel Considerations

Scenario

Recommended Channels

Key issuance

All (works everywhere)

URL/link sharing

Text only (not voice)

Staff transfer

Voice only

Task creation

All

Testing Automations

  1. Keep automation Inactive initially

  2. Test with sample guest messages

  3. Verify intent detection works

  4. Check task/action created correctly

  5. Enable for production use

AI Automations vs Triggers vs Scheduled Jobs

Aspect

AI Automations

Triggers

Scheduled Jobs

When

AI detects guest intent

Guest lifecycle event

Specific time daily

Source

Guest conversation

PMS/system event

Schedule

Use Case

Respond to requests

React to changes

Routine communications

Example

"I need towels" → create task

Check-in → send key

Day before → send reminder

Use AI Automations for:

  • Responding to guest service requests

  • Issuing keys when asked

  • Creating tasks from conversations

  • Creating tasks for staff review

Use Triggers for:

  • Automatic key issue on booking

  • Room status updates on checkout

  • Post-check-in welcome messages

Use Scheduled Jobs for:

  • Pre-arrival messages (day before)

  • Mid-stay check-ins

  • Post-stay review requests

Troubleshooting

Automation not triggering

Possible Causes:

  • Automation is inactive

  • Intent not matching guest request

  • Channel filter blocking trigger

  • Task Template not AI-enabled

Solutions:

  • Verify automation is active

  • Check AI Trigger Description is clear

  • Review channel filter settings

  • Ensure Task Template has "Enable for AI" checked

Wrong task created

Possible Causes:

  • Multiple automations matching same intent

  • Wrong Task Template linked

  • AI Trigger Description too broad

Solutions:

  • Review all active automations for conflicts

  • Verify correct Task Template selected

  • Make AI Trigger Description more specific

Duplicate tasks created

Possible Causes:

  • Requests more than 15 minutes apart

  • Different Task Templates triggered

  • Automation configured incorrectly

Solutions:

  • This may be expected behavior for separate requests

  • Review which automations are triggering

  • Check incremental handling is working (same template within 15 min)

Voice automation not working

Possible Causes:

  • Voice AI not configured

  • Channel filter excludes voice

  • Intent not detected in speech

Solutions:

  • Verify Voice AI integration is active

  • Check automation includes "voice" channel

  • Test with clearer voice commands

Task missing guest message

Possible Causes:

  • Task Template body not preserved

  • Incremental append not working

Solutions:

  • Check Task Template has instructions

  • Verify follow-up is within 15-minute window

  • Review task to see if message was appended

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