> For the complete documentation index, see [llms.txt](https://docs.guestway.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.guestway.io/guestway-platform/ai-center.md). # AI Center The AI Center is where you teach Guestway's AI about your properties, check how well it answers guests, and decide when it may reply on its own. Everything the AI uses to answer guests lives here. ### What is the AI Center When a guest writes to you, Guestway's AI can draft a reply for your team. If you allow it, the AI can also send the reply itself. The quality of those replies depends on what the AI knows about your properties. The AI Center is where you give it that knowledge and keep it accurate. #### Where to find it Click **AI Center** in the left-hand menu, or open your profile menu (top right) and choose AI Center. {% @guideflow/guideflow-embed requestedUrl="" %} The AI Center has six sections: * **Add Knowledge:** teach the AI something new, such as a Q\&A, a saved reply, a guest guidebook or an internal document. * **Browse:** see, search and maintain everything the AI knows. * **Dashboard:** see how much of what guests ask is covered by your knowledge, and what Auto-Pilot has been doing. * **Suggestions:** review knowledge the AI has picked up from how your team actually answers guests. * **Playground:** try out a guest conversation and see how the AI would reply, without involving a real guest. * **Auto-Pilot (BETA):** let the AI reply to guests automatically for the topics and properties you choose. *** ### Add Knowledge

#### What the AI knows about a guest's stay When the AI writes a reply, it combines two kinds of information: 1. **Your knowledge base:** the Q\&As, saved replies, guidebooks and internal documents you manage in the AI Center. 2. **Reservation and property details:** arrival and departure dates, check-in and check-out times, the listing, its amenities, custom fields and your branding. {% hint style="info" %} **It never makes up property-specific facts.** If the answer isn't in either source, the AI says it will check and follow up, or it leaves the conversation for your team. {% endhint %} #### The four types of knowledge * **Q\&A:** one question guests ask often, with the exact answer you want them to get. * **Saved reply:** a complete message your team sends as-is, such as check-in instructions or parking info. When a guest's question matches, the AI uses your saved reply almost word for word. * **Guest guidebook:** welcome guides, house rules and local tips, as rich text or PDF. Guests see it in the guest portal and through AI replies. * **Internal document:** SOPs, playbooks and internal notes for your team, as rich text or PDF. Guests never see it. {% hint style="warning" %} **About internal documents:** guests never see the document itself, but the AI does read it so it can answer correctly. Use internal documents for procedures that shape the answer, like escalation rules or how you handle a late arrival. Don't put anything in them that a guest must never learn, such as staff-only codes or variable pricing. {% endhint %} Guidebooks and saved replies you already have are picked up automatically. Any guidebook or saved reply in Properties with "can be used by AI" switched on appears in the AI Center. It stays in sync when you edit it. #### How to add knowledge Go to **AI Center** → **Add Knowledge** and pick a knowledge category. **Add Q\&A** A Q\&A is one question guests ask often, with the answer you want sent. Use it for short, factual answers to questions guests ask again and again, such as Wi-Fi, parking, pets or luggage storage.

The Add Q&A page in the Add Knowledge tab.

* **Draft a Q\&A from conversation history:** Type a topic, and Guestway fills in the question and the answer from how your team has answered guests before. It searches for knowledge shared in the past, and which conversations it was shared in. * **Where this applies:** the properties this answer is for. By default, it's your whole organization. The AI only uses this answer for guests staying at the selected properties. * **Guest question:** the question as a guest would ask it. Maximum 200 characters. Write it the way guests talk, for example *"Can I bring my dog?"*. This helps the AI recognize the question in real messages. * **Your answer:** the answer the AI should give. Maximum 4000 characters. The AI treats this as the truth for this topic. It keeps all the relevant details you write, rather than shortening them. It translates them into the reply language when needed. **Add Saved Reply** A saved reply is a complete, ready-to-send message. Use it for longer, standard answers where the wording matters, such as check-in instructions, parking directions or your cancellation policy. When a guest's question matches, the AI uses your saved reply almost word for word. It fills in the placeholders and adjusts the greeting, but doesn't rewrite it. Your team can also insert it manually in the inbox, like any saved reply.

The Add Saved Reply page in the Add Knowledge tab.

* **Draft a Q\&A from conversation history:** Type a topic, and Guestway fills in the question and the answer from how your team has answered guests before. It searches for knowledge shared in the past, and which conversations it was shared in. * **Where this applies:** the properties this answer is for. By default, it's your whole organization. The AI only uses this answer for guests staying at the selected properties. * **Language:** the language this saved reply is written in. If you have several versions in different languages, the AI picks the one that best fits the reply language. * **Title:** the name your team sees in the saved replies list. Guests don't see it. * **Message:** the text that's sent to the guest. Type `@` (or pick from the list on the right) to insert placeholders, such as the guest's name or check-in time. They're replaced with the real details when the message is sent. Use **Preview variables** to see the message with real values. **Guest guidebook** A guest guidebook is a guide that guests can read and the AI can use for answers. Use it for broader reference material, such as house rules, appliance instructions or neighbourhood tips. The AI treats it as background information. It picks out only the part that answers the guest's question.

The Add Guest guidebook page in the Add Knowledge tab.

* **Where this applies:** the properties this answer is for. By default, it's your whole organization. The AI only uses this answer for guests staying at the selected properties. * **Draft a Q\&A from conversation history:** Type a topic, and Guestway fills in the question and the answer from how your team has answered guests before. It searches for knowledge shared in the past, and which conversations it was shared in. * **Internal title:** the name your team sees. If you upload a PDF and leave this empty, the file name is used. * **Guest title:** the title your guests see. * **Document:** write Rich Text in the editor, with formatting, images and placeholders, or upload a PDF Document (maximum 10 MB). **Internal document** An internal document is for your team only. Guests never see it, but the AI does read it, so it can answer correctly. Use it for how-to's that shape the right answer, such as escalation rules, late-arrival procedures or what to do if a guest is locked out.

The Internal document page in the Add Knowledge tab.

* **Where this applies:** the properties this answer is for. By default, it's your whole organization. The AI only uses this answer for guests staying at the selected properties. * **Draft a Q\&A from conversation history:** Type a topic, and Guestway fills in the question and the answer from how your team has answered guests before. It searches for knowledge shared in the past, and which conversations it was shared in. * **Internal title:** the name your team sees. If you upload a PDF and leave this empty, the file name is used. * **Guest title:** the title your guests see. * **Document:** write Rich Text in the editor, with formatting, images and placeholders, or upload a PDF Document (maximum 10 MB). *** ### Browse The Browse tab lists everything the AI knows and utilizes to reply. From this page you can see:

* **Tabs:** All, Q\&A, Saved replies, Guidebooks and Internal docs, each knowledge category with a count. * **Search:** key words, titles and text present in the message body. * **Filters:** by property and by topic. * **Sort:** Most used, Recently updated, Recently created, Most dismissed, Most upvotes or Most downvotes. Click an entry to open it. From there you can see more granular information.

The detailed entry information in the Browse tab.

Each detailed entry shows four numbers: * **Used by AI:** the AI used this entry and your team sent the reply without correcting it. * **Dismissed:** the AI used this entry, but your team ignored the suggestion. * **Upvotes:** your team marked a reply based on this entry as helpful. * **Downvotes:** your team marked a reply based on this entry as not helpful. Q\&As can be directly edited in this view. Saved replies, guidebooks and documents require to be edited in their **Add Knowledge** location. From this view you can also change individual entry settings: **Where this applies** and **Remove from knowledge base** (for Q\&A only) or **Exclude saved reply** (for saved replies, guidebooks and internal document only). Excluding only stops the AI from using it. The guidebook or saved reply itself stays where it was. {% hint style="info" %} When you edit an entry or change its scope, its counters start again from zero. This way the numbers always reflect the current version. {% endhint %} *** ### Dashboard The Dashboard tab gives you the big picture of the AI Center performance.

In this tab you can find the following" * **Knowledge:** how many entries you have, by type. * **Open suggestions:** how many are AI-discovered knowledge gaps waiting for review * **Auto-Pilot:** how many auto-responses are live or in testing. * **Guest topics vs knowledge coverage:** what guests ask about compared with what your knowledge covers. * **Biggest coverage gaps:** topics guests ask about a lot but your knowledge barely covers, e.g., 18% of questions but 2% of knowledge". Click **Add knowledge** to upload the missing info in the Add Knowledge tab. * **Most used by Auto-Pilot** * **Recent Auto-Pilot runs** *** ### Suggestions The AI learns from your team, so whenever the AI suggests a reply and your team writes something noticeably different, Guestway checks whether the team's reply contains a reusable fact. If so, it proposes it as a new Q\&A in the **Suggestions** tab. One-off answers and personal or sensitive details are filtered out.

Suggestions come in three kinds: * **Discovery:** new knowledge worth saving, taken from how your team answered. * **Conflicts:** the new information contradicts an entry you already have. * **Knowledge gaps:** a question the AI couldn't answer. Add the answer to publish it. For each suggestion you can **Accept & Publish** as a Q\&A, **Edit** it first (including its scope), or **Dismiss** it. {% hint style="warning" %} **Accepting a conflict does not change your old entry.** After accepting, open the older entry in Browse and correct or remove it. Otherwise the AI has two answers that disagree. {% endhint %} *** ### Playground The Playground lets you have a pretend conversation with the AI. Nothing is ever sent to a guest.

Within this tab you can: * Start a **New conversation**: and choose what it simulates: the whole Organization, a Complex, a Multi-unit, a Listing or a specific Reservation. The scope is fixed for that conversation. Start a new one to change it. * **Message as guest:** the way a real guest would, for example *"when can we get in??"*. Each guest message gets an AI reply. You can switch between messaging as the **Guest** or the **Host**. Each reply shows the knowledge it used, the fact-check result and the topics it detected. It also shows a **Would send** or **Would not send** label, with the reason if it wouldn't send.

The "How was this built" insight for each simulation.

Playground conversations are shared with your team. They're deleted after 90 days without activity. {% hint style="info" %} **Test how guests really write.** Your Q\&A may say *"What time is check-in?"*, but guests write *"when can we arrive"*. Ask the same thing three different ways before you rely on it. {% endhint %} *** ### Auto-Pilot Auto-Pilot lets the AI answer guests on its own, in your name, on the same channel the guest wrote on.

You decide which properties it covers. and which topics it may answer, for example, Wi-Fi, parking or check-in times. Anything else is left for your team. You can set how long it waits before replying, so your team can step in first. Whether it really sends, or only prepares drafts for your team to review in **Testing mode**. #### How to set up the Auto-Pilot {% stepper %} {% step %} #### Create an auto-pilot Go to **AI Center** → **Auto-Pilot** and click **Add Auto-Pilot**. Give it a **Name** and choose its property scope (**Where this applies**). You can have several Auto-Pilots, for example one for your city apartments and one for your holiday homes. {% endstep %} {% step %} #### Choose how it runs * **Enabled:** when off, this Auto-Pilot doesn't reply. * **Testing mode:** replies arrive as drafts in the conversation for your team to review, instead of being sent to the guest. Start with Testing mode on. {% endstep %} {% step %} #### Set the response delay This is how long Auto-Pilot waits before replying: between 10 seconds and 15 minutes. If a team member answers within that time, Auto-Pilot steps back. If the guest sends a few messages in a row, it answers them together. {% endstep %} {% step %} #### Choose the allowed categories Pick the guest topics Auto-Pilot may answer. They're grouped as **Check-in & Check-out**, **Amenities**, **Booking & Availability**, **Payments & Billing**, **Policies & Rules**, **Transportation & Logistics**, **Special Accommodations**, *and more*. Message coverage shows roughly what share of guest messages your selection covers. It's based on industry averages or your own messages. If a guest message touches even one topic you didn't allow, Auto-Pilot leaves the whole message for your team. {% endstep %} {% step %} #### Save, then watch Click **Save**. Each Auto-Pilot appears as a card. The card shows **Enabled**, **Testing** or **Disabled**, its topics, its scope and its message coverage. Roll out step by step and run **Testing mode** for about a week and read the drafts. Start with high-volume, low-risk topics like Wi-Fi, parking and check-in times. Keep payments, cancellations, complaints and access problems with your team until you trust the results. Then switch **Testing mode** off. {% endstep %} {% endstepper %} *** ### FAQ and troubleshooting

Why don't I see the AI Center in the menu?

There are two possible reasons: Your user role doesn't have permission to view the knowledge base. Ask an Admin to check your role under Users. You're working in a Hub (several organizations at once). The AI Center works per organization, so switch to a single organization first. If you open a link to the AI Center without access, you'll see *"You do not have permission to access AI Center."*

Why can't I save, edit or accept anything in the AI Center?

Viewing and editing are separate permissions. Your role may let you view knowledge but not change it. Ask an Admin to adjust your role.

Do I need to re-enter my guidebooks and saved replies?

No. Guidebooks and saved replies with *"can be used by AI"* switched on appear in Browse automatically. They stay in sync when you change them. If one is missing, check that setting on the guidebook or saved reply in Properties.

Why does the AI still give the old answer after I edited a guidebook or saved reply?

Changes take a moment to process. Browse shows "Processing…", then "Processed". If it says "Changes are taking longer than expected", refresh the page. Then check that no other entry still contains the old information, such as another Q\&A or an older guidebook. Search for it in Browse and fix or exclude it.

What do I do when the AI gives a wrong or incomplete answer for one property?

* In Playground, start a conversation for that listing (or a reservation there) and ask the same question. * Check which knowledge the reply used. If it's the wrong entry, its scope is probably too wide. Narrow it with Edit scope. * If no entry was used, the answer is missing. Add a Q\&A for that listing and Re-run. * Also check the listing details (amenities, custom fields) in Properties. The AI uses those too.

Why didn't Auto-Pilot reply to a guest?

Open the conversation and check the Auto-Pilot details. The most common reasons: * Outside Auto-pilot topics: the message touched a topic you didn't allow. Even one such topic means Auto-Pilot leaves the whole message to your team. * No longer needed: a team member replied first or the guest said "OK", "thanks" or sent a 👍 after things were settled. * Would not send or fact check: the AI wasn't sure enough of the answer, or its reply didn't pass the fact check. Nothing went out. Add the missing knowledge.

How do I stop Auto-Pilot from replying when I don't want it to?

For one guest, switch Auto-Pilot off in that conversation. For a type of question, remove that topic from Allowed categories. For a property, take it out of the Auto-Pilot's scope. Or give it its own Auto-Pilot with Enabled switched off. To check before anything goes out, switch Testing mode back on. To give your team time to step in, use a longer response delay.

Will Auto-Pilot reply to everything?

No. It only answers new guest messages, only for properties in its scope, and only for the topics you allowed. The reply must also pass the fact check. Everything else waits for your team.

In which language does the AI reply?

Suggested replies in the inbox use the AI Default Language in your profile settings. Auto-Pilot replies use your organization's AI language, which is English unless it has been changed. Contact Guestway support to check or change it.

Can I see what Auto-Pilot would say without sending anything to guests?

Yes, in two ways. Switch on Testing mode to use real guest messages, with replies waiting as drafts. Or use the Playground to send your own test messages, where nothing is ever sent.

What does "No draft found" mean?

Guestway couldn't find enough past conversations about that topic. Try a broader topic (Parking instead of Parking garage on Rue X), widen the scope, or write the entry yourself.

Why won't my PDF upload?

PDFs are limited to 10 MB. Compress the file, or split it into several smaller documents. Smaller, focused documents also help to give better AI answers.

Why is Suggestions empty?

Suggestions appear when your team answers guests differently from the AI's draft. An empty list ("You're all caught up") usually means the AI's suggestions already match how your team answers. Check back regularly, especially after busy periods.

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