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
Go to Automation > AI Automations
View all automations with their status
Click New AI Automation to create a custom automation
Understanding AI Automations
How AI Automations Work
Guest Message/Call: Guest sends a text or makes a voice call
AI Response: AI Assistant processes and responds to the guest
Intent Detection: AI identifies what the guest wants (e.g., "request towels")
Workflow Triggered: Matching AI Automation executes its action
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
Go to Automation > AI Automations
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 messages | |
Widget | Website chat widget |
Voice | Phone calls via Voice AI |
Leave empty to trigger on all channels.
Step 5: Save
Click Create AI Automation
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
Go to Staff > Tasks > Templates
Click New Template or edit an existing one
Step 2: Enable AI
Check Enable for AI checkbox
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
Find the automation in the list
Click Edit
Toggle Status to Active or Inactive
Click Update
Editing an Automation
Click Edit on the automation
Modify settings as needed
Click Update AI Automation
Deleting an Automation
Click Delete on the automation
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
Keep automation Inactive initially
Test with sample guest messages
Verify intent detection works
Check task/action created correctly
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
Related Articles
Triggers - Event-driven automations
Guest Automations - Scheduled message automations
Snippets & Templates - Message template configuration
Smart Lock Integration - Key automation setup