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AI Center (DRAFT)

The AI Center is where you build and maintain the knowledge Guestway's AI draws on when it answers guests. Everything the AI knows about your properties — the answers you've curated, your saved replies, your guidebooks, your internal procedures — lives here, and this is where you check whether it's good enough to trust.

Open it from AI Center in the left sidebar navigation.

Access to the AI Center depends on your role having knowledge base read permission. If you don't see it in the sidebar, ask an admin to check your role. It's also unavailable while you're working in a Hub — switch to a single organization first.

Overview

The AI Center is organised into sections, each answering a different question:

Section
What it's for

Add Knowledge

Grow your knowledge base — teach the AI what guests need to know.

Browse

Search and explore everything already in your knowledge base.

Suggestions

Review knowledge gaps and improvements the AI has discovered for you.

Playground

Test how the AI would respond, before it ever reaches a guest.

Auto-Pilot (Beta)

Configure automatic replies — which topics, which properties, how fast.

Dashboard

Knowledge base health and Auto-Pilot activity. Coming soon.

A sensible first pass: add a handful of Q&As for your most repetitive guest questions, check them in Playground, then work through Suggestions as the AI surfaces what's missing.

[VISUAL: the AI Center with the section navigation visible]

Knowledge scope — where an entry applies

Every knowledge entry carries a scope: the properties it's true for. Scope is the difference between "check-in is at 3pm" being helpful and being wrong.

You have two options:

Scope
Use it when

Always available

The entry is true across your whole portfolio — cancellation policy, company contact details, payment methods.

Specific properties

The entry is only true somewhere. Bind it to any combination of complexes, multi-units, and listings.

Binding at a complex or multi-unit level cascades to the listings inside it, so a building handbook attaches once rather than per unit.

Add Knowledge

Open Add Knowledge and pick the type that matches what you have. There are four.

Type
What it is
Guests see it?

Add Q&A

A question guests ask often, with the answer you want sent. Live as soon as you save.

Via AI replies

Add Saved Reply

A reusable message template your team can send as-is. Auto-Pilot quotes it when a guest message is a good match.

Via AI replies

Guest guidebook

A guest-facing property guide — welcome info, house rules, local tips. PDF upload or rich text.

Yes, directly

Internal document

Operator reference only — SOPs, playbooks, internal notes.

Never

Internal documents are never shown to guests, but the AI still reads them. That makes them the right home for procedure that shapes a correct answer without being quotable — escalation rules, supplier contacts, how you handle a lockout at 2am.

1

Choose a type

Select one of the four cards. The form below changes to match.

2

Let the AI draft it from your history (optional)

Q&A, saved reply and guidebook entries can be drafted from your own conversation history instead of written from scratch.

  1. Enter a topic in the prompt field — for example Parking, check-in codes, WiFi password.

  2. Guestway scans your conversation history for how your team has answered that topic before, and fills in the fields.

  3. Review every field and edit before saving. The draft is a starting point built from past messages, not a finished answer.

[VISUAL: the Add Knowledge prompt field with a drafted Q&A below it]

3

Fill in the content

Write or refine the entry. For guidebooks and internal documents you can either upload a PDF or write rich text.

4

Set the scope

Choose Always available, or select the complexes, multi-units and listings the entry applies to. See Knowledge scope above.

5

Save

Q&A entries are live as soon as you save. [confirm: whether guidebook and internal-document entries need any additional processing time after upload before the AI can use them]

Browse

Browse is the full inventory of your knowledge base — use it to find an entry, check what you already have before adding something, and spot the entries that are pulling their weight.

Filtering by type

Tabs across the top narrow the list by entry type:

All · Q&A · Saved replies · Guidebooks · Internal docs

Each tab shows a count, so you can see the shape of your knowledge base at a glance — a portfolio with 200 guidebooks and 3 Q&As will answer very differently from the reverse.

Searching

Use the search field ("Search questions, replies, guides…") to search across entry content. When nothing matches you'll see No matching entries rather than an empty list.

Sorting

The Sort control offers six orders:

Sort
Shows you

Most used

The entries the AI reaches for most. This is the default.

Recently updated

What's changed lately — useful when auditing after a policy change.

Recently created

Newest additions first.

Most dismissed

Entries that were retrieved but then dropped rather than used.

Most upvotes

Entries your team has marked as good answers.

Most downvotes

Entries your team has marked as bad answers.

Filtering further

Beyond type, you can narrow by:

  • Properties — show only entries scoped to a given complex, multi-unit or listing.

  • Topics — show only entries covering a given guest-message topic.

Opening an entry

Click a row to open the detail panel, which shows the full content, its scope, its topics, and its usage figures. Edit it from there. [confirm: exact set of actions available in the detail panel — edit, delete, duplicate?]

[VISUAL: the Browse list with type tabs, sort control, and an entry detail panel open]

Suggestions

Suggestions is where the AI tells you what your knowledge base is missing. Rather than auditing it yourself, you work a review queue.

Suggestions are grouped into three kinds:

Kind
What it means
What to do

Knowledge gaps

A guest asked something your knowledge base couldn't answer.

Add the missing entry — this is the highest-value queue.

Discovery

The AI spotted knowledge worth capturing from how your team already answers.

Review and save if it's right.

Conflicts

Two entries disagree with each other.

Decide which is correct and fix or remove the other.

Two views split the work:

  • Open — suggestions still waiting on you. When it's empty you'll see You're all caught up.

  • Reviewed — what you've already actioned, so you can see the history. Empty state: Nothing reviewed yet.

Knowledge gaps can also be raised straight from a conversation in the Unified AI Inbox when the AI couldn't answer — so the queue fills from real guest messages, not guesswork. [confirm: exact label and placement of the "add knowledge" prompt shown on an unanswerable inbox conversation]

[VISUAL: the Suggestions queue showing the Knowledge gaps tab with open suggestions]

Playground

Playground lets you dry-run a guest message against your knowledge base and see how the AI would reply — without a guest involved.

1

Start a new conversation

Open Playground and start a New conversation.

2

Write a guest message

Type a guest message the way a guest would actually write it — misspellings, no punctuation, half a sentence.

3

Review the reply

Read the reply, and check which knowledge it drew on.

Use it to answer "would we get this right?" before you find out from a guest. It's also the fastest way to confirm a new entry works: add it, then ask the question it's meant to answer three different ways.

[VISUAL: a Playground conversation showing a dry-run reply and the knowledge it used]

Auto-Pilot

Auto-Pilot sends replies to guests automatically, using your knowledge base. You control which topics it handles, which properties it covers, and how quickly it responds.

You can build more than one Auto-Pilot configuration and scope each to different properties — a city-centre portfolio and a set of rural cottages rarely want the same behaviour. One config can be the default.

1

Name the configuration

Give it a name you'll recognise in the overview list.

2

Set Enabled and Testing mode

Control
What it does

Enabled

When off, Auto-Pilot does not send replies for this config.

Testing mode

Replies that would have been sent automatically arrive as drafts for review instead.

Testing mode only appears once Enabled is on.

3

Set the response delay

Response delay is how long Auto-Pilot waits before it replies — so you can take over first, and so replies don't feel robotically instant.

  • Minimum 10 seconds, maximum 15 minutes.

  • Default 10 seconds.

  • Enter the value in seconds or minutes.

4

Choose the allowed categories

Under Allowed categories, pick the guest-message topics Auto-Pilot is permitted to answer. Anything outside your selection is left for a human.

Topics are grouped, and each shows how much of your guest message volume it represents — so you can see what you'd actually be automating. Compare against Industry averages or Your averages to judge whether a category is worth turning on.

5

Set the scope

Choose which complexes, multi-units and listings this configuration applies to.

6

Save

The overview list shows each configuration with its scope, its allowed topics, whether it's enabled, whether it's in testing mode, and its coverage — how much of your guest message volume it's set up to handle.

[VISUAL: the Auto-Pilot editor showing Enabled, Testing mode, Response delay and Allowed categories]

[VISUAL: the Auto-Pilot overview list with coverage bars]

Dashboard

An overview of knowledge base health and Auto-Pilot activity. Coming soon — the section appears in the navigation but isn't available yet.

Tips & Best Practices

FAQ

Why can't I see the AI Center in my sidebar?

Your role needs knowledge-base read permission. It's also hidden while you're working in a Hub — switch to a single organization.

Does the AI use my guidebooks even if I don't add them here?

Guidebooks created under Properties → Guidebooks have a Used by AI setting that controls whether the AI may read them. [confirm: whether guidebooks created in Properties appear in AI Center → Browse automatically, or whether the two are separate collections]

What's the difference between a Q&A and a saved reply?

A Q&A is a question-and-answer pair for the AI to draw on. A saved reply is a message template your team sends as-is — and which Auto-Pilot may quote when it closely matches what the guest asked. See Saved Replies.

Will Auto-Pilot reply to everything?

No. It only answers topics you've allowed under Allowed categories, only for properties in its scope, and only when your knowledge base actually supports an answer. Everything else waits for a human.

Can I see what Auto-Pilot would have said without it sending?

Two ways: turn on Testing mode so live replies arrive as drafts, or use Playground to dry-run a message yourself.

Do internal documents ever reach guests?

No. They're operator-reference only. The AI reads them to inform an answer, but their content isn't shown to guests.

  • Unified AI Inbox — where AI drafts and Auto-Pilot replies appear, and where knowledge gaps are raised from real conversations.

  • Saved Replies — the reply templates that also feed the knowledge base.

  • Guidebooks — guest-facing property guides and their Used by AI setting.

  • Users — roles and the permission that controls AI Center access.

  • Hubs — the multi-organization view where the AI Center is unavailable.

Open items for the author

Resolve these against the live app before publishing:

  1. [confirm] Whether guidebooks and internal documents need processing time after upload before the AI can use them.

  2. [confirm] The full set of actions in the Browse entry detail panel (edit / delete / duplicate).

  3. [confirm] The exact label and placement of the knowledge-gap prompt shown on an unanswerable inbox conversation.

  4. [confirm] Whether guidebooks created under Properties appear in AI Center → Browse automatically, or whether the two are separate collections. This one matters most — it determines whether the Guidebooks article needs a cross-reference, and it's the question a customer will hit first.

  5. Re-check the BETA badge on Auto-Pilot and the absence of Send threshold at publish time.

  6. Capture the six [VISUAL: …] screenshots.