The Guest commitment tracker is an automated tool that helps you follow through on promises made to guests. It monitors your guest messages and reservation notes for commitments, and if it finds one that might be missed, it creates a reminder to help you stay on track.
Limitiations
Keep the following in mind when using the Guest commitment tracker:
- The agent monitors free-text conversation data. Commitments phrased in non-standard ways may not be detected.
- The agent only creates internal tasks and reminders for your team. It doesn't send messages to guests on your behalf.
- Commitments from more than seven days ago that have no related activity are considered expired and may be excluded from the digest.
- If multiple staff members make commitments in the same conversation, the agent attributes them to the reservation, not to a specific staff user.
Understand the Maintenance tracker agent
The Guest commitment tracker runs an automatic scan every day. The agent can also be triggered manually.
During the daily scan, the agent does the following:
- Reviews recent guest conversations and reservation notes across your account.
- Detects language patterns that indicate a commitment, such as "I will", "We'll", or "I'll make sure".
- Cross-checks whether the commitment has been fulfilled (for example, if a code was sent or a task was completed).
- For unfulfilled commitments that are at risk of being missed, it creates a Guesty follow-up task and/or posts a reminder note on the reservation.
- Surfaces a daily digest of open commitments in your Activity feed.
Understanding the daily summary
Each day, you'll see an entry in your Activity feed with a summary from the Guest commitment tracker. This summary will have one of two statuses:
- Done: All commitments were reviewed, and nothing is at risk.
- Action needed: One or more commitments are at risk of being missed.
When a commitment is flagged and requires action, the agent creates a reminder task in Guesty. You can view these tasks and any related notes from several places in Guesty, including the Inbox widget.
The task title follows this format: "[Guest commitment tracker] Follow up: '[Commitment text excerpt]' — [Guest] / [Listing]". The activity detail shows the relevant reservation, the original message with the commitment, and the deadline or context.
Run the Guest commitment tracker agent manually
In addition to the scheduled run, you can trigger the agent manually at any time from the Agents hub.
Step by step:
- Sign in to your Guesty account.
- In the side navigation menu, select
Agents hub. - At the top, select the Operations tab.
- Click the Guest commitment tracker tile.
- Under "When it runs", click Run now.
Review the results and status of the run in the activity feed.
Review the activity feed
Follow the steps below to review your activity feed.
Step by step:
- Sign in to your Guesty account.
- In the side navigation menu, select Agents hub.
- In the left submenu, select Agent activity.
- Click the relevant row with the agent's name to review the report details in the right-side panel.
Resolve a flagged commitment
Follow the instructions below to resolve a flagged commitment.
Step by step:
- Review each flagged open commitment.
- Complete the action you promised the guest (for example, send the code, update the guest, or schedule the task).
- Close the reminder task once the commitment has been handled.