Service Desk and Guest Requests

Service Desk Overview

If the chatbot cannot confidently answer a question, it routes the inquiry to the Service Desk. This creates a ticket visible under the Guest Requests tab in the Property view or in the global inbox.

How It Works

Question Routing

When a guest asks a question that the AI cannot answer with high confidence, the following happens:

1. The AI informs the guest that it will get help from the host
2. A ticket is created in the Service Desk
3. The host receives a notification about the new request
4. The question appears in both the property-specific Guest Requests tab and the global inbox

Property Guest Requests

Each property has its own Guest Requests section where you can view and manage inquiries specific to that property. This helps you keep track of questions related to each of your vacation rentals.

Responding to Requests

As a host, you can:

• Reply directly from the service desk
• View the full conversation history
• See which property and guest the request is from
• Track the status of each request

Creating Knowledge Base Articles

When replying to a guest request, you have the option to save your response as a new article:

1. Compose your response to the guest
2. Check the "Save to knowledge" option
3. Submit your response

This automatically creates a new knowledge base article using your response, helping to improve the AI's knowledge for future similar questions.

Guest Notification

Guests are notified as soon as a reply is sent. They receive the response in the same channel they used to ask the question (web, SMS, or in-app chat).

Continuous Improvement

This system allows continuous improvement of the knowledge base while ensuring no guest question goes unanswered. Over time, hosts can build a rich, property-specific FAQ by turning their replies into articles—covering things like parking locations, how to use the hot tub, or late-night check-in tips.

Best Practices

• Respond to guest requests promptly
• Write clear, detailed responses
• Save common responses as articles
• Use the opportunity to identify knowledge gaps
• Follow up with guests to ensure their question was fully answered