Autopilot controls how AI participates in guest conversations. You can keep it off, ask it to draft suggestions, or allow it to auto-reply after a delay. Message automation rules add scheduled and response-based workflows on top of that.
TL;DR: Open Messages → Autopilot to choose the account mode: Off, Suggestion, or On. If you choose On, set a response delay of at least 20 seconds. Then use Messages → Message automation to manage time-based and response-based rules. In the Messages inbox, individual guests or conversations can inherit the account default or be adjusted separately.
What Autopilot does
Autopilot is SympleHost’s AI layer for guest messaging. It works with the Messages inbox and your connected channels.
Depending on your settings, Autopilot can:
- Draft replies for your team to review
- Send replies automatically after a configured delay
- Help with common guest questions
- Work alongside scheduled and response-based message automation rules
- Flag or leave sensitive conversations for human review
Autopilot is not a replacement for checking guest context. It works best when your listings, guest information, bookings, and operating rules are up to date.
Open Autopilot settings
- In the sidebar, open Messages.
- Go to Autopilot.
- Choose your account-level mode.
- Set the response delay if you use full auto-reply.
- Save your changes.
Choose an account mode
Autopilot has three account-level modes.
| Mode | What happens |
|---|---|
| Off | AI does not respond. Your team handles all messages manually. |
| Suggestion | AI drafts suggested replies, but a human reviews and sends them. |
| On | AI can automatically reply after the configured response delay. |
If you are starting out, use Suggestion first. It lets you see what Autopilot would say before you trust it to respond automatically.
Set the response delay
When Autopilot is On, set how long SympleHost waits before sending an automatic reply.
- Minimum: 20 seconds
- Default: 60 seconds
The delay gives your team a short window to jump in manually and prevents replies from feeling unnaturally instant.
Understand account default vs guest override
The account Autopilot setting is the default. Individual guests or conversations in Messages can still show their own Autopilot mode:
- Default: use the account setting
- Off: handle this guest manually
- Suggestion: draft only for this guest
- On: allow auto-replies for this guest
Use guest-level overrides for VIPs, sensitive stays, complaints, owner contacts, or any conversation where you want a different level of automation.
Use message automation rules
Autopilot settings control AI behavior. Message automation controls repeatable messaging workflows.
Open Messages → Message automation to manage two rule types:
Time-based rules
Time-based rules are useful for scheduled guest communication, such as:
- Pre-arrival instructions
- Check-in reminders
- Mid-stay check-ins
- Checkout instructions
- Post-stay review requests
Response-based rules
Response-based rules react to guest messages. They are useful when you want AI to respond to a category of inquiry or follow a specific guidance prompt.
The automation screen shows rules in a timeline, lets you toggle rules on/off, and separates time-based rules from response-based rules.
How Autopilot works in Messages
When a guest message arrives:
- The message appears in Messages.
- SympleHost checks the account and guest Autopilot mode.
- If Autopilot is off, the message waits for a human reply.
- If Autopilot is in suggestion mode, a draft can appear for review.
- If Autopilot is on, SympleHost can send the AI reply after the delay.
- If the conversation needs attention, your team can assign or escalate it.
Manual replies always matter. If a team member responds, they can take over the conversation.
Recommended rollout
- Start with Off while you connect channels and clean up listing details.
- Move to Suggestion for common questions.
- Review suggested replies for a few days.
- Create or adjust message automation rules.
- Turn On only for flows you trust.
- Keep sensitive guests or escalated conversations on manual handling.
Troubleshooting
Autopilot is not replying
Check:
- Account mode is Suggestion or On
- The guest/conversation override is not set to Off
- The channel integration is connected
- The relevant message automation rule is active if you expect a rule-driven reply
- The account has access to the feature if subscription gating applies
Autopilot replied too quickly or too slowly
Adjust the Response delay in Messages → Autopilot. Use at least 20 seconds.
I want to approve every reply first
Use Suggestion mode instead of On.
I want one guest handled manually
Open the guest’s conversation in Messages and set their Autopilot mode to Off instead of using the account default.
I need scheduled messages, not AI replies
Use Messages → Message automation and create a time-based rule.
Related articles
- Using Messages: the unified guest inbox
- Connecting WhatsApp, Instagram & Facebook Messenger
- Create and Assign Tasks