Agent rules reference

The Agent Hub (Automation → Agent Hub) is where your workspace’s automations are configured. Eight built-in kinds exist today, on the hub’s Built-in tab; each is listed here with its exact trigger, audience, and options - the same catalog the hub itself renders from. Beyond them, the Your automations tab holds automations you compose yourself (see the end of this page).

Common to all kinds:

Scope. Most rules are configured per property, with an optional workspace default. A property’s own rule replaces the workspace default entirely (no field-by-field merging) - and a property rule that is switched off wins: it never falls through to an enabled workspace default.
Channels. Each kind declares which channels it can use, from: email, WhatsApp, SMS, in-app. SMS is not yet available - it appears in the vocabulary but has no transport, so the picker disables it and the engine refuses it. WhatsApp to a guest uses your workspace’s own connected number and is greyed until it is connected; the 24-hour rule, the guest template and the email fallback are in Send guest messages on WhatsApp.
Attribution. Every automated action is recorded with actor system plus the rule that acted, and shows in the hub’s Run history tab.
No rule touches money. The vocabulary contains no money verb; see The approval system.

Booking confirmation to the guest

guest.booking-confirmed


Trigger	The moment a booking is confirmed (the `booking.confirmed` event)
Sends	The booking confirmation, to the guest
Channels	Email, WhatsApp to the guest’s number (SMS listed, unavailable)
Scope	Per property
Options	Enable/disable and channel choice only - no timing, no recipient list

Door code to the guest before check-in

guest.lock-code-pre-checkin


Trigger	A sweep comparing the clock against check-in time minus your lead minutes
Sends	The stay’s access code, to the guest
Channels	Email, WhatsApp to the guest’s number (in-app and SMS listed, unavailable)
Scope	Per property
Options	Enable/disable, lead minutes, channel choice

Thank-you after checkout

guest.post-checkout


Trigger	A sweep comparing the clock against check-out time plus your minutes after check-out
Sends	A thank-you message, to the guest
Scope	Per property
Options	Enable/disable, minutes after check-out, conditions

Unpaid-quote reminder

guest.unpaid-quote-reminder


Trigger	A set number of minutes after you share an inquiry’s quotation link (Share quotation link), while the quote is still unpaid
Sends	One reminder to pay, with the link to the quote, to the guest
Scope	Per property
Options	Enable/disable, minutes after the quotation link is shared

Only quotes shared after the rule was switched on are reminded, once per quote, only while the quote still waits for payment and its link is live, and only before the check-in date. It never moves money. See Remind guests about unpaid quotes.

AI replies to guest questions

guest.ai-autopilot


Trigger	A guest writes to you
Sends	An answer to a routine question, written by the AI assistant, only when it is at least as sure as the threshold you set
Scope	Per property
Options	Configured on Automation → AI assistant, not on the hub card: on/off and Send only when at least this sure

Money, refunds, discounts, cancellations, complaints and door codes always wait for a person; door codes and Wi-Fi passwords never reach the model. A question it will not answer appears on Today under Automations waiting on you. Needs the AI messaging add-on. See Answer guests with the AI assistant.

Today’s arrivals to reception

reception.daily-arrivals


Trigger	A daily schedule - the send-at time you choose, in your workspace’s local time
Sends	One digest listing every arrival per apartment, to a recipient list you enter (fixed addresses - reception desks aren’t seats)
Channels	Email (WhatsApp listed, unavailable: it only reaches guests)
Scope	Per property
Options	Enable/disable, send-at time, recipients, channel choice

Same-day arrival alert to reception

reception.instant-arrival


Trigger	A booking confirms for an arrival today (the `booking.confirmed` event, filtered to same-day)
Sends	An immediate alert, to the same kind of recipient list as the daily digest
Channels	Email (WhatsApp listed, unavailable: it only reaches guests)
Scope	Per property
Options	Enable/disable, recipients, channel choice

Daily ops report to the operations team

ops.daily-report


Trigger	A daily schedule - send-at time, workspace-local. Default: midnight, which is what every workspace gets until someone opens the card
Sends	The full midnight brief: board, arrivals, departures, cleaning queue, pending payments, and tonight’s vacancies
Channels	Email, WhatsApp (WhatsApp always gets the minimal summary)
Scope	Workspace only - it is one brief spanning every property, so there is no per-property version
Options	Enable/disable, send-at time, channel choice, and which renderings to email: minimal, detailed, or both (unset means both)

Two deliberate differences from the reception kinds:

The audience is seats, not addresses. Every delivery is recorded per recipient seat for the audit trail, so the recipient list on this card picks workspace members (it can never drop to zero - an owner/admin floor remains). Who may read the report is a permission every member-floor seat already holds.
Enabled by default. With no rule configured, the report still goes out at midnight by email with both renderings - configuring the rule adjusts it rather than turns it on.

Coming soon

The hub also lists planned automations that are declared in the catalog but not yet available - they render on the Coming soon tab and cannot be enabled. This page documents only the eight live kinds above.

Your own automations

The Your automations tab lets you compose an automation the built-in eight do not cover, from a fixed menu of parts:

When - when a booking is confirmed, before the guest arrives, during the stay, before the guest leaves, or after the guest leaves, with an offset you choose.
Who - the guest on the booking, or fixed addresses you enter.
What - one or more of your message templates, each at its own offset.
Which bookings - optional conditions to narrow it.

Starter packs fill in common set-ups for you to adjust. Like the built-in kinds, every send is recorded with actor system and the rule, and shows in Run history.

What a composed automation can never do, by construction: move money (the only thing it can do is send a message), or send a door code (no template can contain one, and the door-code rule stays the one built-in kind above, with its dual gate).

Asking for a kind that does not exist

If neither the built-in kinds nor your own automations can express what you need, Request an agent, at the top right of the hub, is how you ask for a new kind. Asking needs only the permission to see the hub, not the permission to configure rules, so Point of Contact and Booking Manager can ask too. A request is inert: it declares no trigger, scope, or channel, and nothing in the automation engine reads it. Its status and our replies appear in the support portal. See Request an agent.