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How do I use AI suggested replies for guest messages?

  • Updated

Automatic reply suggestions help you quickly respond to guest messages by generating a suggested reply based on the conversation context. You can review, refine, and personalize the suggestion before sending it.

Before you start

You need both of these before a suggestion can be generated:

  • An open guest conversation. The suggestion is written from the context of a conversation you already have. See how-guest-messaging-works.
  • You are in the Messages tab. Automatic reply suggestions are currently available only there.

Generate a reply suggestion

  1. Go to the Messages tab and open the conversation you'd like to reply to.
  2. Below the guest's message, click the wand icon to generate an automatic reply suggestion.
  3. Wait a few seconds while the suggestion is created.
  4. Review the suggested reply and make any changes if needed.

Refine or edit the suggestion

You can adjust the suggested reply using the available options:

  • Friendly: makes the reply warmer and more personable.
  • Professional: adjusts the tone to be more formal.
  • Shorten: creates a more concise version of the reply.

When you're happy with the response:

  • Click Send to send the suggested reply as is.
  • Click Edit if you want to make additional changes, personalize the message, use the translation feature, and then send it. The translation feature is covered in Translate guest messages with AI.

Check it worked

A few seconds after you click the wand icon, the suggested reply appears for you to read and change. Once you click Send, it goes to the guest as your reply in that conversation.

What Smoobu writes the suggestion from

The suggestion draws on the content already in your account:

  • Message templates.
  • Guest Guide content: only the content you created yourself.
  • Booking Engine: cleaning fee, extra guest fee, and additional items.
  • Website Builder: your per-property details, including Address, About the accommodation, Amenities, Getting around, Neighbourhood, Rooms and beds and Other things to note, as well as house rules and host contact information.
  • Online Check-in: the description, and the optional and mandatory fields.
  • Booking details: payment status from Payment Workflows, notes, check-in and check-out times, and PIN codes.

What language the suggestion is written in

Suggestions are generated in the language configured in your Smoobu account, so every language Smoobu offers is available. Formality follows that language: French suggestions use a formal tone, and every other language uses an informal tone.

Common problems

Can I dismiss the banner that appears with a suggestion?

Yes. A compliance banner appears in every conversation where a suggestion is generated, and you can dismiss it for each individual conversation. Once you have dismissed it in a conversation, it does not appear there again.

Still stuck?

If these steps didn't fix it, contact the Smoobu team: open the Help menu to open a ticket or book a call slot, or use the chat bubble in the bottom-right corner. To get the fastest answer, please include:

  • Your Smoobu User ID (in the profile-icon menu, top right).
  • The property name or ID, if it's about one property.
  • The Booking ID, if it's about one booking (Bookings, then View more).
  • The channel name, if it's about channel sync (Booking.com, Airbnb, Vrbo, and so on).
  • A short step-by-step: what you did, what you expected, and what happened.
  • Screenshots or a short screen recording of the problem.
  • Your browser and operating system, if something looks wrong on screen.

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