How to set up DuveAI SmartReply

Duve is proud to present the next generation of Duve AI technology, offering hosts two powerful features: Smart Reply and Smart Priority. Smart Reply enables Duve AI to automatically respond to guest messages across various communication channels, such as SMS, WhatsApp, and Chat. Hosts can choose auto-replying at different levels—Account, Brand, and Specific Conversation. DuveAI aims to provide seamless and efficient guest engagement.

 

 

When activated, suggested answers will be automatically sent to guests, offering a seamless and efficient way to engage with guests. This feature aims to provide hosts with a tailored approach to automation, ensuring conversations align with their preferences and needs.

 

Duve revamped the SmartReply feature to now support real-time updates even if conversations have already started before content updates. Now, if a post is deleted or updated, the reservation files and conversation threads will seamlessly reflect these changes. This enhancement ensures a more dynamic and responsive communication system, providing hosts with the latest and most accurate information throughout the guest interaction.

 

Factors that contribute to the responses: (Clients will be able to test and preview the AI Auto Send here: DuveAI - How to test SmartReply)

The AI has been restricted from answering questions about the following actions:
 

• Communicate or assign tasks to other team members or staff.
• Execute physical or digital actions requiring staff involvement or access to internal systems such as email or reservation systems.
  • Note: If there is an upsell about a free service or breakfast, the AI will be able to answer the guest and prompt them to purchase the service.
• Restricted Categories: DuveAI will not provide an answer to the guest about this answer, but will respond that the inquiry is being escalated to the team. 
  • Reservation Info Inquiry
  • Reservation or Order Status
  • Payment Validation
  • Email Receipt Confirmation
  • Booking Conditions
  • Cancellations
  • Billing Issues
  • Refunds
  • Invoice Requests
  • Technical Support
  • Complaints
  • General Guest Payments questions

Behaviors of DuveAI:

• If DuveAI SmartReply is on Auto Answer Mode and the Auto Reply is activated, the Auto Reply will not be sent and DuveAI will reply instead.
• DuveAI SmartReply will always close the conversation in the Communication Hub after each reply in Auto Answer Mode. 
• If DuveAI SmartReply is paused from a reservation and the conversation is closed by AI, when the guest responds and reopens the conversation, SmartReply will answer again. There is no permanent pause feature.
  • In order for the AI to stop responding to a guest, the AI must be un-assigned from the conversation. 
• If a guest writes a message to a DuveAI assigned conversation, Duve will display an escalation

 

 

How to Set It Up

Navigate to Settings ➝ DuveAI. Please note that DuveAI must be set up by brand.

 

Enable SmartReply mode by changing 'Disabled' to 'Auto Answer Mode':

•  
  • Disabled - SmartReply is completely off.
  • Test Mode - SmartReply sends replies for manually selected reservations for which the DuveAI agent is assigned to.
  • Suggestion Mode - SmartReply drafts responses for every incoming message. The host can change or tweak the message, then send it to the guest. 
  • Auto Answer - Allows the AI Agent to respond automatically on the same channel where the guest message was received.
    • New! DuveAI Exception Rules for SmartReply Auto Answer Mode

 

AI Knowledge Sources

As of January 18th 2026 the 'AI knowledge sources' page will be removed.

• Guest App posts are up to date and related to the correct rentals/brands
  • Recommended: Add the FAQ template post to your Guest App and fill in the answers
• Upsells
• Info Boost
  •  
    • Add information to the Info Boost which does not exist in your Guest App
    • Example: Specific policies about cleaning hours etc. 

Important Note: If there is any conflict between information in the InfoBoost and any content in Duve (GuestApp, Upsells etc.), SmartReply may answer incorrectly as it does not know which knowledge source is accurate. 

InfoBoost

Data in the InfoBoost can be set per brand but not per guest/room.

InfoBoost is meant for information that is not included/meant for the Guest App. 

Recommendations for the InfoBoost:

1. For hotels using the CommCenter package, please ensure that all relevant information is added in the InfoBoost.

2. The InfoBoost should not be used for Instructions to affect how the agent behaves, such as "Do not reply about...." specific topics, tone, greetings or signatures. 

 

See instructions here for testing your DuveAI setup.

 

Custom Instructions for DuveAI SmartReply

If you would like to customize any additional instructions for the AI, please send the requests to Duve's Support Team. 

 

Avoid Rules and Topics: To add more specific topics for SmartReply to avoid responding on, please send the desired rule and outcome to Duve's Support team for setup.

Note: Duve's default behavior for excluded topics and limitations (cancellations, refunds, actions etc.) can not be manually overridden or requested from Duve's Support Team. Each avoided topic which is set, will increase the number of messages that SmartReply can not respond to and may increase the number of escalations handled by human agents.

 

 

Guest Greetings and Signatures:

To customize DuveAI SmartReply's Greeting and Signature, please provide the desired text to Duve Support team and they will complete the backend setup. 

 

Tone of Voice:

Request from Duve Support to set the style of AI messages to match your brand. Here are the options to request from Duve Support to update the tone:

• Professional and Formal
• Friendly and Conversational
• Elegant and Descriptive
• Hip and Trendy

Note: These options are not available for hosts to manage on their own, and must be requested from Duve's Support Team. 

 

Booking Agent:

Duve can pull real-time availability and booking data from Simplex and use it to power the AI Booking Agent, enabling guests to book their stay through AI-assisted conversations.

For more information, please see: New! DuveAI Booking Agent

 

Escalation Message Settings:

DuveAI allows hosts to configure whether an automatic message will be sent to the guest informing them that their request has been passed to a colleague. 

For more information, please see: DuveAI SmartReply - Escalation Message Settings

 

DuveAI feedback per message:

 

 

 

For more general information and pricing, please see: DuveAI