Docs
Platform

Answer guests in seconds, in your own words. The agent drafts each reply from the conversation, your listings, and your calendar. You decide what sends, and every rating makes the next draft better.

Open Settings, then the Messaging tab, then the Guest replies card. Owners and administrators with the Guest messages permission can change it. Select a Reply mode:

  • None: you write every reply yourself.
  • Suggest: drafts appear in your inbox. You check each one and press Send.
  • Send: replies send automatically under your rules. A sensitive or uncertain reply stays a draft.

Under Replies by message type, set a rule for each kind of message: On reservation request, On inquiry, and On guest message. For each one, turn on Use this rule, then select one of these:

  • Saved reply sends your text as written. You can use {{guest_name}} and {{property_name}} in it. Agent rules do not change a saved reply.
  • Agent reply lets the agent write the reply. Add optional guidance, such as Be warm and concise. Ask which dates they have in mind.

Select Save reply settings. Before Supahost turns on Send, it asks you to confirm.

Send never accepts or declines a reservation request. You always make that decision.

Drafts and automatic replies run under the owner or administrator who saved these settings last. If that person leaves the team or loses that role, drafts stop. Another owner or administrator must save the settings again.

A draft shows as Suggested reply above the reply box, marked Not sent.

  • Select Use draft to put the draft in your reply box.
  • Edit the text if you want.
  • Press Send.

Select Dismiss to remove a draft. When no draft shows, select Suggest reply to ask for one. To get a new draft, select Dismiss first. Suggest reply is not available in None mode. For a booking request or an inquiry, a draft can take up to 2 minutes, because the agent checks the calendar first.

The agent writes from the conversation, the reservation, and the listings in that conversation. It answers questions about parking, fees, what is included, check-in, and house rules from the listing. When two listings disagree, the draft says which listing a fact is for.

A guest who asks about dates gets a real answer, not a promise. For a booking request or an inquiry, the request or the guest’s message can give an arrival date and a departure date. Then the agent checks your live calendar for those dates and the number of guests. It never changes the calendar.

The draft then follows the result:

  • Open: a warm yes and the next step. For an inquiry, it asks the guest to send a booking request. For a booking request, it says that the stay is confirmed when you accept the request.
  • Sold out: it says the dates are taken and invites other dates.
  • A rule stops the stay, such as a minimum stay or the number of guests: it names the rule and what would fit.
  • The calendar cannot answer: it says that your team will confirm.

With no dates, the draft answers what it can and asks which dates the guest wants. A draft never writes as if the stay is booked before the reservation is confirmed.

Under the draft, Calendar check shows what the agent saw: the dates, the nights, the guests, and a result for each listing, such as Open, Sold out, or Min 3 nights.

Accept or decline the request yourself in the request panel. Select Stay details on a smaller screen to open it. You need the Reservations permission.

Some replies always need a person, also in Send mode. Supahost holds the draft for you when any of these is true:

  • The draft answers a booking request or a date question after a calendar check.
  • The draft says that dates are open, or says yes to a stay.
  • The guest or the draft mentions money, availability, a date change, early arrival, late departure, access details, or an emergency.
  • The agent is not sure, or a fact is missing.
  • The conversation came from your booking site.

A held draft shows Held for your review under it, whatever the reason.

A draft never says that it did something. It never promises a price, a discount, a refund, a date change, early check-in, or late checkout. It never shares a door code, an address, or Wi-Fi details.

Teach the agent once, and it remembers for every guest after. Under a draft, or under a reply that you sent from a draft, select Good draft or Draft needs work. You need the Guest messages permission.

After Draft needs work, you can add a note of up to 500 characters, such as Guests can use the heated pool all year. Keep replies to three sentences. Select Save note.

  • The agent turns a note into up to 5 short items that it can use again.
  • When you edit a draft before you send it, the agent learns from your edit too.
  • Items about tone or about one guest apply at once. A mistake is kept as a test case and never changes a draft.
  • A fact or a policy waits for your review when it is about money, availability, access, or safety. It also waits when it disagrees with the property profile, or when its type or scope is not clear.
  • If you change your rating, the agent stops using what the earlier rating taught.

Open Settings, then Messaging, then select Review what it learned. The Reply learning page has four views: Needs review, On, Paused, and Mistakes.

  • Select Turn on to let new drafts use an item.
  • Select Pause to stop an item for a while.
  • Select Edit text to change an item. An item can have up to 300 characters.
  • Select Archive to remove an item for good. You cannot turn it on again.

Each item shows its type (Fact, Tone, Policy, Mistake, or This guest), where it applies, and the feedback that it came from.

Leah reads how your team replies and finds answers worth keeping. Open Leah, then the Knowledge tab. The tab shows how many suggestions wait for you. Owners and administrators with the Guest messages permission see this tab.

Under Standard answers to review, Leah shows an answer that your team gave the same way in at least 3 conversations. Leah never uses replies about the payment, refund, or access of one guest.

  • Select Approve to let guest replies use the answer from the next draft.
  • Select Edit to change the text first, then Save and approve.
  • Select Decline. Leah does not suggest that answer again.

Under Listing updates, Leah recommends text to add to a listing when guests keep asking about something that the listing does not say. This is off until you turn on the Listing recommendations switch, on this tab or in Settings › Messaging.

  • Edit the suggested text. It can have up to 600 characters.
  • Select Approve. Supahost adds the text to the property description in Supahost, and guest replies use it from the next draft.
  • Supahost also adds a task to update the listing on the channel, because it cannot change the channel listing for you.
  • If you decline a recommendation, Leah does not suggest that topic again for 90 days.

To approve or decline a listing update, you need the Properties and listings permission.