SmartReply helps hosts respond to guest messages automatically. When SmartReply cannot confidently answer a guest, it escalates the conversation to a human team member.
By default, DuveAI sends an automatic message to the guest informing them that their request has been passed to a colleague. While helpful in many cases, some hosts prefer a quieter handover—allowing their team to respond naturally without signaling AI involvement.
The Send guest message on escalation setting gives you full control over this experience.
What is the “Send guest message on escalation” setting?
This setting allows you to decide whether guests receive an automatic notification when SmartReply escalates a conversation to your team.
Enabled (default):
Guests receive a message letting them know their request has been passed to a team member.Disabled:
The conversation is escalated internally, but no message is sent to the guest. Your team can reply directly when ready.
This helps create a smoother, more human, and brand-aligned guest experience—especially for high-touch properties.
How to enable or disable the escalation message
Go to Settings → Communication → DuveAI.
Select one of the following options:
Enabled – Guests are notified when a conversation is escalated.
Disabled – No guest-facing message is sent while conversation is escalated.
Save your changes.
Your choice will apply immediately to new escalations.
Frequently Asked Questions
Q: Can this be configured by brand?
A: Yes, the escalation message can be set by brand. If you manage multiple brands, brand-level settings override account-level settings automatically.
Q: What happens if I turn off the guest message toggle?
A: SmartReply will still escalate the conversation to your team, but no automatic message will be sent to the guest.
Q: Will the guest know their message was escalated?
A: No. The escalation happens behind the scenes, and the guest will only see your team’s reply.
Q:Can I customize the escalation message instead of disabling it?
A: No. At this time, the message cannot be edited—only enabled or disabled.
Q: When should I disable escalation messages?
A: This setting is especially useful if you:
Want a more human, uninterrupted guest conversation
Operate a premium or brand-sensitive property
Prefer your team to handle escalations without system-generated messages
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