Guests expect a quick response, but someone is not always at the desk. Automations let you send an automatic reply when an incoming message matches conditions you set, so a guest who writes out of hours, or on a specific channel, gets an immediate acknowledgement instead of silence. You decide when a reply goes out, what it says, and whether it applies across your whole organisation or to a single property.
How automations work
Rules match incoming messages. Each automation checks incoming guest messages against the conditions you set, and replies only when they match.
Conditions can be combined. Group conditions with "and" and "or" to target a scenario precisely, for example a specific channel, a keyword, a sender or recipient email address, a website address, a reservation stage, a guest segment, whether an operator is available, or your availability hours. You can also set a catch-all rule as a fallback.
Replies go out on the same channel. When a message matches, the reply is sent automatically on the channel the guest used and appears in the conversation as an automated reply.
A reply interval prevents repeats. A cooldown stops the same guest getting the same automatic reply again within a set interval.
Scope to organisation or property. Apply an automation across the whole organisation, or limit it to one property.
Order matters. An automation can stop later automations from running, so you can control which reply wins when more than one could match.
How to create an automation
Go to Inbox ā Settings ā Automations.
Create a new automation.
Give it a title so you can recognise it later.
Choose whether it applies to the whole organisation or a specific property.
Set the conditions an incoming message must match. Combine them with "and" / "or", or leave a catch-all as a fallback.
Write the reply that should be sent.
Set the automation to active when you are ready for it to run.
What you can use it for
Out-of-hours replies. Acknowledge guests who message outside your availability hours.
Channel-specific greetings. Send an opener or a "we have received your message" on a particular channel, such as WhatsApp.
Cover when no operator is online. Send a fallback reply when nobody is available to pick up.
Reservation- or content-based replies. Reply differently based on message content, reservation stage, or guest segment.
Known limitations
Text replies only. The only action available today is sending a text reply. An automation cannot assign an operator, change a conversation's status, or send information to another system.
Common questions
Is this the same as the AI Agent?
No. Automations send a fixed reply you have written when a message matches your rules. The AI Agent generates its own answers to guest questions. They are separate features.
Will a guest get the same automatic reply over and over?
No. A reply interval acts as a cooldown, so the same guest will not receive the same automatic reply again within that interval.
Can I limit an automation to one property?
Yes. Each automation can apply to the whole organisation or to a single property.
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