Set up the AI concierge

Most guest messages are the same handful of questions wearing different clothes. What time is check-in, where do we park, is there a hairdryer, can we leave luggage. Answering them well matters, and answering them personally, at 23:40, does not. The Concierge app exists for exactly this gap.

Install the Concierge app

Add the Concierge app from the App Store in your dashboard. It plugs into your unified inbox, so it works wherever your guests already write: website chat, email and your connected messaging channels.

Feed it your answers

The concierge answers from the knowledge you give it, not from thin air. Fill its knowledge base with your real facts: check-in and check-out times, directions and parking, house rules, WiFi details, what to do when something breaks. Write the answers the way you would say them. The more specific your knowledge base, the fewer conversations need a human.

Choose how much it handles

Autonomy is set per channel, with three levels. Off means the concierge stays silent there. Suggest means it drafts a reply and waits for someone on your team to approve or edit it before sending. Auto means it answers routine questions on its own. You can run email on auto while keeping website chat on suggest, or any mix that fits your comfort.

It knows when to hand over

When the concierge is not confident it has the right answer, or the guest asks for something outside its knowledge, it escalates the conversation to your team instead of guessing. Those conversations wait in the inbox like any other, with the context so far already attached.

Start on suggest, then loosen

Run the first couple of weeks in suggest mode and read what it drafts. You will quickly see which answers are solid and which need a better knowledge-base entry. Fix the knowledge, not the individual reply, and when the drafts stop needing edits, switch the routine channels to auto and keep the exceptions for yourself.