Support Cases

A Support Case is the record of one escalated interaction with a guest. It exists from the moment the AI hands off to a human (or a caller asks for one) until your team marks it handled. Each case carries:

• Title — short headline written when the case opens.
• Escalation reason — a paragraph summarising what happened up to the point of escalation. Written once, at escalation time.
• Status — Open, In Progress, Resolved, or Closed.
• Handling mode — controls whether the AI Colleague keeps replying while the case is open. More on this below.
• Reservation context — guest, stay, deposit status, links back to Hostaway.

There are two paths, depending on the channel:

• Messaging (Airbnb / Booking.com / WhatsApp / SMS / etc.) — the routing colleague detects an ESCALATE condition (a complaint, a refund request, an emergency, anything outside its remit) and opens a case immediately. The colleague stays silent on the thread from that point forward.
• Voice — the caller asks for a human, or the voice AI Colleague decides it can't resolve the issue. The call is transferred to your hotline and a case is opened with the call transcript attached.

Open any case under Support → Customer Help and you'll find:

• Title + status badges at the top.
• Escalation reason — the AI's summary of what brought the case into your queue.
• Colleague conversation memory (messaging cases only) — shows the rolling conversation memory: current guest intent, established facts, open questions, plain-language summary. This stays up to date as new messages arrive. More on colleague conversation memory →
• View in inbox link (messaging cases only) — one-click navigation to the underlying conversation thread.
• Reservation card — guest, stay, check-in status, deposit status, link to Hostaway.
• Voice room (voice cases only) — transcript + LiveKit panel for joining the call if it's still active.

Handling mode controls whether the AI Colleague keeps replying while the case is open:

• Human — the default at escalation. The colleague will not reply on the conversation until handling mode changes. This protects your team from the colleague stepping on their conversation.
• Hybrid — the colleague may still reply, but your team can take over at any point. Useful when the case is technically open but the conversation is back on track.
• Colleague — full automation resumes and the AI Colleague handles the conversation again. Typically set when you mark the case handled.

The case and the underlying conversation are tied to the same reservation, so the admin UI lets you move between them in one click:

• From a case → click View in inbox to land on the conversation thread (messaging cases).
• From the inbox → look at the right-hand sidebar. If an active case exists for the reservation, you'll see an amber Support case active (Human) badge with a link to open it.

When the issue is resolved, click Mark handled on the case detail. This sets the case to Resolved and (for messaging cases) flips the handling mode so the AI Colleague can resume on future messages from the guest.

If new messages arrive after closure that reignite the same issue, the colleague may escalate again — a fresh case is opened rather than reusing the old one.