Configure AI behavior at two levels: a default for each property and overrides for individual conversations.
Go to the property's detail page, find AI Reply settings, and choose your default mode:
Controlled -- AI suggests replies; you review and send (recommended for most hosts)
Autopilot -- AI sends replies automatically when confident
Disabled -- no AI assistance
Every new conversation for that property inherits whatever mode you choose.
Open any thread and look for the AI mode indicator in the header. Toggle between Controlled and Autopilot to change the mode for that specific conversation only.
This is useful when a routine Autopilot conversation needs your personal touch, or when a Controlled conversation is getting standard questions you trust the AI to handle.
New conversations start in the property's default AI mode
Overriding a conversation only affects that thread -- other conversations and the default stay the same
Changing the property default applies to future conversations, not existing ones
Request-to-book conversations always start in Controlled mode, regardless of the property default
Start all properties on Controlled to observe the AI's suggestions
Watch the quality over a few days
Switch to Autopilot on properties where the AI consistently generates good responses
Keep Controlled on properties with complex or unique guest interactions
