Reply automatically out of hours
Most automations in the Agent Hub are triggered by something on the booking - a booking confirmed, a check-in approaching. An auto-response is triggered by something the guest did, and it lands inside the conversation rather than as a notification.
That is the point: a guest who writes at 2am and hears nothing until 9am is a guest who has messaged somebody else by breakfast.
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Write the message first. An auto-response sends one of your saved message templates, so the wording is written once and checked by a person. With no template yet, the tab says Write a template first.
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Open Automation → Agent Hub and choose the Auto-responses tab. It has one row per stage of the stay: Before they book, Booked, not arrived, During the stay, and After checkout.
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On the stage you want, pick the template under Reply with. Each choice on the row saves as you make it.
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Set when it applies under When: Always, or Only outside office hours with the Office hours (local) from and to times.
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If the row reads Off, press Turn on. Watch the first few on the run history. Turn off and Remove sit on the same row.
What it can and cannot do
Section titled “What it can and cannot do”An auto-response may only append to a conversation that already exists, with a body
rendered from your template. It carries a capability of its own (agent:auto_respond)
rather than the general power to send messages, so enabling it does not hand every
automation your team’s entire send power.
It cannot start a conversation, cannot message somebody who has not written to you, and
- like every automation in Stay n Host - cannot move money or release a door code outside the dual gate.