Help Center

The fastest path to a live AI hotline — phone number, hotline + knowledge base, a test call, transcript, and Slack alerts in about 15 minutes.

The complete first-time setup guide — profile, PMS connection, phone number, hotline, AI bot, and team. Follow this before anything else.

Step-by-step guide to linking your Hostaway account, syncing listings and reservations, and activating your AI assistant.

A guide to every metric on your dashboard — active guests, check-ins, bot activity, and open escalations.

Create and configure your first AI assistant to automatically respond to guest messages across all your properties.

The prompt is the brain of your AI assistant. Cover edge cases, start with static knowledge then layer caller context from Hostaway/CRM, and review weekly — the more you use it, the better it gets.

Understand the full message pipeline — from when a guest sends a message to when the reply is delivered, and when humans take over.

Your AI assistants keep a rolling summary of each thread so replies stay focused on the current question instead of re-reading the full transcript. Learn what the memory contains and how to refresh it from the inbox sidebar.

Attach knowledge bases, text snippets, and message templates to your AI assistant. URL sources are fetched live on every message so the bot always has up-to-date information.

Learn how messages and calls are routed to the right AI assistant, what the bot can do, and when it hands off to your team.

Configure the action codes a routing bot can emit. Set up When, Examples and Not-when fields per code so each guest message is dispatched to the right AI assistant or template.

Configure the reply delay so your team can respond manually before the bot does, and understand the 15-minute human inactivity window.

Purchase and manage phone numbers directly from your dashboard — no external provider required. Learn about country availability and plan quotas.

Purchase a phone number and create a hotline so guests can reach your AI voice assistant by phone. Includes plan-based hotline allocation and pricing.

Keep your human hotlines covered at all times. Understand how shifts work, coverage status, priority ordering, and what happens when no agent is on shift.

Each hotline can answer with an AI voice agent or forward to your team. Switch back and forth any time — the inactive mode's configuration is preserved so nothing has to be re-set.

A log of every incoming call across your hotlines — caller, hotline, time, and a direct link to the transcript. Learn what each column means and why some calls have no transcript.

Every AI-handled call is automatically transcribed. Learn what transcripts contain, how to access them, and how to manage them.

Step-by-step: what happens from the moment the AI escalates to the moment your team resolves the case — including joining live calls from a browser.

Every escalation opens a Support Case. Learn what's in the case detail (escalation reason, bot memory, reservation context), how handling mode controls the bot, and how to navigate between the case and the inbox.

Configure the message sent to guests when their conversation is escalated. Add per-language variants so every guest gets a response in their own language.

Learn how escalations work, how to join live guest calls from your browser with full context, and how your team manages support cases.

Prevent repeat escalations triggered by follow-up messages after a case is resolved. Configure a cooldown window in Settings → Escalations.

Offer optional add-ons to guests — early check-in, late checkout, baby cot, pet fee, and custom services. Configure prices, currencies, and which property owners can manage.

Create, assign, and track operational tasks — cleanings, inspections, maintenance, deliveries, and custom jobs. Schedule work across your team, attach checklists, record expenses, and link tasks to reservations.

After a task is completed, grade it as Acceptable, Partial, or Poor with a written note and Before / After / Feedback photos as evidence. Track quality across the team without spreadsheets.

Track linen, towels, and supplies across inventory locations. See IS (current stock), OUT (check-in demand), IN (returns), and the rolling 8-day delta. Link cities to auto-include all Management and Fixed Payout properties.

Record property damage caused by guests, send structured compensation notifications, generate a Stripe payment link, and track the case to resolution. Requested feature — contact support to enable.

Create discount codes for guests — percentage or fixed amount, with optional date ranges, property restrictions, and usage limits. Requested feature — contact support to enable.

Add property managers and support agents to your workspace and control what each person can access.

Understand what each role can see and do — from Admin with full access to Service Workers who only see their own tasks.

Point Claude (or any MCP-capable AI) straight at your workspace and run things by asking — review bots, read conversations and call transcripts, look up reservations, and create tasks. Bring your own AI; your data only; revoke anytime.

Post real-time escalation alerts to a Slack channel so your whole team sees them the moment they happen, with a direct link to each case.