AI Center (DRAFT)
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Hold this as an unpublished page until the production gate lifts. Before publishing, re-check the BETA badge on Auto-Pilot and whether Send threshold has shipped.
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:
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:
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.
Scope is the single most important field on an entry. An entry marked Always available that's only true for one building will be quoted confidently at guests staying somewhere else. When in doubt, scope narrowly — you can always widen it later.
Add Knowledge
Open Add Knowledge and pick the type that matches what you have. There are four.
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.
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.
Enter a topic in the prompt field — for example Parking, check-in codes, WiFi password.
Guestway scans your conversation history for how your team has answered that topic before, and fills in the fields.
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]
Set the scope
Choose Always available, or select the complexes, multi-units and listings the entry applies to. See Knowledge scope above.
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:
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.
💡 Academy Tip — read "Most downvotes" and "Most dismissed" together. They're your two highest-value lists. A frequently-dismissed entry is being retrieved for questions it doesn't actually answer, which usually means the wording is too broad or the scope is too wide. A downvoted entry is being sent and is wrong. Fix these before adding anything new.
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:
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.
Conflicts are worth jumping the queue for. When two entries contradict each other, the AI may quote either one — so the same guest question can get two different answers depending on the phrasing. A conflict is a live inconsistency, not a backlog item.
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.
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.
💡 Academy Tip — test the phrasing guests actually use, not the phrasing you wrote. Your Q&A might be titled "What time is check-in?" while guests write "when can we get in". Playground is where you find that mismatch, and the fix is usually to widen the question wording rather than to add a second entry.
[VISUAL: a Playground conversation showing a dry-run reply and the knowledge it used]
Auto-Pilot
Auto-Pilot is in Beta. It's labelled BETA in the platform. Roll it out on a small set of properties with Testing mode on before letting it reply to guests unsupervised.
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.
Set Enabled and Testing mode
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.
Start every configuration in Testing mode. You get the full behaviour — same topics, same knowledge, same timing — but every reply lands as a draft in the Unified AI Inbox for a human to approve. Run it for a week, read what it would have sent, and only then turn Testing mode off.
Testing mode only appears once Enabled is on.
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.
💡 Academy Tip — a longer delay is a feature, not a compromise. A two-minute delay gives whoever is watching the inbox time to step in on anything sensitive, and makes the reply read as considered rather than automated. Instant replies are only worth it for genuinely trivial questions.
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.
Be deliberate about which categories you allow. Start with topics that are high-volume and low-risk — Wi-Fi, parking, check-in times. Keep anything touching money, cancellations, complaints or access problems with a human until you've watched Auto-Pilot handle the easy categories well.
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
💡 Fix before you add. Work Suggestions and the Most downvoted / Most dismissed lists in Browse before writing new entries. A knowledge base with 40 accurate entries outperforms one with 400 where a tenth contradict each other.
💡 Scope narrowly, widen later. An over-scoped entry is worse than a missing one: a missing entry produces a knowledge gap you'll see in Suggestions, while a wrongly-scoped entry produces a confident wrong answer you won't.
💡 Write answers, not documents. The AI quotes what you give it. A Q&A that answers the question in two sentences will be reused cleanly; the same information buried in page four of a PDF often won't surface at all.
💡 Put procedure in internal documents. Anything that shapes the right answer but shouldn't be quoted at a guest — escalation paths, supplier contacts, pricing latitude — belongs in an internal document.
💡 Re-test after a policy change. When check-in times, pet rules or cancellation terms change, use Recently updated in Browse to confirm every affected entry was caught, then re-ask the question in Playground.
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.
Related pages
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:
[confirm]Whether guidebooks and internal documents need processing time after upload before the AI can use them.[confirm]The full set of actions in the Browse entry detail panel (edit / delete / duplicate).[confirm]The exact label and placement of the knowledge-gap prompt shown on an unanswerable inbox conversation.[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.Re-check the BETA badge on Auto-Pilot and the absence of Send threshold at publish time.
Capture the six
[VISUAL: …]screenshots.