Help Center

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

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.

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

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

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 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.

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.

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.

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.

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

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