Advanced Rules

Help your AI handle complex situations

Overview

Advanced Rules allow you to define specific instructions for your AI, ensuring it follows structured guidelines when responding to guests. These rules help your AI handle complex situations, enforce business policies, and provide standardized responses—reducing the need for manual intervention.

Rules can be used to:

• Automate responses for specific situations, such as issue reporting or payment failures.

• Ensure compliance with internal policies, such as sending the correct contact details for visa applications.

• Control what information is shared, such as preventing links from being sent under certain conditions.

By setting up rules, you give your AI more precise decision-making abilities, making it smarter and more reliable.

Where to Add Advanced Rules

You can add and manage Advanced Rules in Settings > Knowledge Base > Advanced Rules.

How to Create a Rule

1. Click Add Knowledge and navigate to "Rule"

2. Click "Create Rule" and define:

   • The condition (e.g., "If a Guest asks about a reservation link").

   • The response behavior (e.g., "Send a pre-set message with a reservation link: [link]").

3. Save the rule—your AI will now automatically follow this logic when handling guest conversations.

Examples of Advanced Rules

1. Handling Failed Payments

• Scenario: A guest’s payment fails, and they need to complete their booking.

• Rule: Send them a reservation payment link, ensuring they can quickly resolve the issue without manual assistance.

2. Automating Issue Reports

• Scenario: A guest reports a broken appliance, cleaning issue, or missing amenity.

• Rule: Direct them to an issue reporting link instead of handling the request manually, allowing for faster processing.

3. Preventing Link Sharing for Unconfirmed Reservations

• Scenario: A guest requests a reservation page link, but their reservation is still in "Inquiry" or "Pending" status.

• Rule: Prevent the AI from sharing the link until the reservation is confirmed.

Refining Your Rules

Advanced Rules should be reviewed and updated regularly to ensure they reflect:

• Policy changes within your business.

• Guest behavior trends, such as new types of requests.

• AI performance in handling complex interactions.

For more inspiration, check out [Common Advanced Rules Examples]