Surface Urgent Guest Messages with AI Sentiment & Escalations

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We’re delighted to introduce AI Sentiment and Escalations, to help you surface guest issues sooner, prioritize conversations faster, and step in before problems turn into negative experiences.

What’s new:

  • AI Sentiment: Guest and host messages are analyzed and each conversation is assigned a positive, neutral, or negative sentiment score.

  • AI Escalations: When a conversation turns negative, AI Escalations automatically flags it for follow-up in the inbox.

  • New Inbox filter: Flagged conversations are grouped in a new bell icon filter in the Inbox, making it easy to focus on the most urgent conversations first.

  • Rule-based control: You can turn escalation on for specific AI rules, giving you the option to receive notifications when issues are surfaced.

Why it matters:

  • Spot issues sooner: Identify frustrated guests or concerning conversations before they escalate further.

  • Prioritize faster: Filter negative sentiment conversations quickly so you know where to focus first.

  • Stay in control: Enable escalation for specific AI rules based on what needs immediate attention.

  • Help prevent negative reviews: Respond faster to urgent or unresolved issues before they affect the guest experience.

Whether it’s a frustrated guest, an unresolved maintenance issue, or a message that signals urgency, AI Escalations helps you respond faster and is available on mobile. For more details, check out our USER GUIDE.

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