Overview

Ami is your AI assistant in Conversations. It reads each guest message, in whatever language it arrives in, and writes a reply in the guest's language.

Ami answers from your property details (description, address, contact details, rooms, check-in and check-out times and your check-in instructions), from what you tell it in What Ami knows, and from that guest's booking. You choose how much it does: write a reply when you ask, have a suggested reply ready every time you open a conversation, or reply to guests on its own.

Ami is a paid add-on to Conversations.

Before you start

Check that your property details are complete: description, address, contact details, rooms, check-in and check-out times and your check-in instructions. Ami can only answer from what your property has told it.

Step by step

Choose how much Ami does

In Conversations, click Inbox settings.
Go to Ami AI Assistant.
Choose a mode:
- Manual: Ami writes a reply only when you click Generate in the conversation.
- Auto-suggest: a suggested reply is ready every time you open a conversation. You review it, edit it if needed, and send it.
- Fully automatic: Ami replies to guests on its own. Anything it can't answer is handed back to you.

Update what Ami knows

In Conversations, click Inbox settings → Ami AI Assistant.
In What the assistant knows, add or change the information. You can write up to 5,000 characters.
Click Save.

💡 Tip

Write the answers to the questions guests ask you most often, in your own words. The more Ami knows about your property, the better its replies. See How to fill in What Ami knows to get better replies.

When Ami hands a conversation back to you

In Fully automatic mode, Ami stops replying and hands the conversation to you when:

It can't answer from your property's information.
The guest asks to speak to a person, or sounds frustrated. Ami tells the guest that someone will get back to them.
The guest asks to change or cancel a booking, asks for a refund, or makes a complaint.
The guest sends a file, such as a photo or a document.
It has sent 10 replies in a row in the same conversation.
Something goes wrong and the reply can't be sent.

The conversation then shows the Needs reply badge in your list. Ami doesn't reply to that guest again unless you click Resume Ami in the conversation.

⚠️ Important

Check for conversations marked Needs reply every day. Once Ami hands a conversation back, the guest is waiting for you.

FAQs

Will my guests know a reply came from AI?

Yes. Every message Ami sends on its own is labelled as sent by AI. Suggested replies you review and send yourself go out like any other message you write.

Can Ami make up prices or information it doesn't have?

No. Ami only answers from your property details, the information you add in What the assistant knows, and the guest's booking. If it doesn't have the answer, it doesn't guess: in Fully automatic mode it hands the conversation back to you.

Does Ami see my guests' personal details?

No. Names, phone numbers, email addresses, payment details and ID numbers are never sent to Ami. This also means Ami can't answer questions like "Which card did I pay with?". You answer those yourself.

Which languages does Ami reply in?

Ami replies in the language the guest writes in. A message in German gets a reply in German.

Can I stop Ami replying in one conversation only?

Yes. Open the conversation and click Turn off for this chat. Ami stops replying to that guest and you take over. To let Ami answer again, click Resume Ami.

What if a guest sends several messages in a row?

Ami waits a few seconds before replying, so it answers several messages sent in a row with one reply.

Why didn't Ami reply to a WhatsApp message?

WhatsApp only lets businesses send a free-text reply within 24 hours of the guest's last message. Outside that window, Ami can't send a reply and the conversation is handed back to you.

How to use Ami to reply to your guests