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. When your team agrees to a change to the reservation itself, such as adding a pet, the agent suggests the change for your approval.
Limitations
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.
- It doesn't send messages to guests on your behalf, and it doesn't change a reservation unless a user approves it.
- 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 Guest commitment 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 guest conversations and reservation notes for reservations with guests currently staying and confirmed reservations arriving in the next 28 days.
- 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 open commitments, posts an internal note that starts with "Commitment Keeper: open commitments". The note is posted only on that reservation's guest conversation.
- For an open promise of an item or service (such as a crib or extra towels), creates a follow-up task.
- For an agreed change to the reservation itself, it suggests the change for approval.
- Posts a summary of open commitments in your agent Activity feed.
What counts as a commitment
The agent tracks only concrete promises your team made to the guest. Apologies, notes that staff or the owner write for each other, and standing information (such as "Check-in is at 4 PM") aren't included.
When it's unclear whether something was promised, the agent leaves it out instead of flagging it. A promise without a date is treated as due at check-in.
Suggested reservation changes
The agent suggests a reservation change only when a message or internal reservation comment shows that your team clearly agreed to it. Tentative replies, such as "if possible" or "I'll check", never produce a suggestion.
The agent can suggest the following changes:
- Add or remove guests or pets: Guesty recalculates the price, so a pet fee or extra-guest fee may be added. This isn't offered for guest counts on Airbnb, Booking.com, Vrbo, or Expedia reservations. Change them on the channel instead.
- Change the check-in or check-out time: Automated messages scheduled relative to check-in or check-out move with the new time. This isn't offered for Airbnb reservations, because Airbnb resets these times.
- Keep the reservation in its current unit (lock to property): Requires the reservation lock feature on your account.
- Add a special request to the reservation: Existing reservation notes are kept.
The agent never suggests the following:
- Money-related promises, such as refunds, discounts, or fees.
- Information to send to the guest or messages to the guest.
- Items or services, such as a crib or towels. The agent creates a follow-up task for these instead.
The approval card
When the agent finds agreed changes, it still posts the internal note on the reservation. The run then pauses and shows one approval card that lists every suggested change, up to 10 per run. Each item on the card shows the following:
- What your team promised the guest.
- The current value on the reservation.
- A warning about what the change affects, such as a possible pet fee or extra-guest fee.
You can't edit the items on the card. Nothing changes on the reservation until you approve it. The card waits about a day. If nobody makes a decision in that time, nothing changes, and the promise still appears in the internal note and the run report.
Each change is suggested only once, on the run that first posts the internal note for that reservation. A declined or expired change isn't suggested again.
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.
- In the banner under the agent's name, click
Run now.
Review the results and status of the run in the activity feed.
Approve or decline suggested changes
Follow the steps below to review the changes the agent suggested in the 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.
- In the right-side panel, do one of the following:
- For each item, click Approve or Decline.
- Click Approve all or Decline all.
Guesty applies the approved changes to the reservation. The run report shows one of the following outcomes for each suggested change:
- Applied: The change was made on the reservation.
- Declined: A user declined the change.
- Not decided in time: Nobody approved or declined the change before the card expired. Nothing changed.
- Approval cancelled: The approval was cancelled. Nothing changed.
- Already on the reservation: The reservation already had this value. Nothing changed.
- No longer applies: The reservation changed while the card was waiting, for example, because it was cancelled.
- Not offered: The change isn't supported for this reservation. The report gives the reason, such as a channel restriction.
- Approved but failed: A user approved the change, but the reservation wasn't updated. It's listed under "Approved change not made (needs manual attention)". Make the change on the reservation manually.
Understand the daily summary
Each day, you'll see an entry under the Agent activity tab with a summary from the Guest commitment tracker. This summary has one of the following statuses:
- "Done": Nothing needs your attention. This includes runs where the agent found open commitments and posted all the internal notes.
-
"Action needed": Something needs your attention. The status shows one of the following severities:
- "High": An internal note or follow-up task couldn't be created, the agent couldn't finish checking some reservations, or an approved reservation change wasn't made.
- "Medium": A guest conversation couldn't be read, or the scan didn't cover all reservations.
This status also appears while suggested reservation changes are waiting for approval.
- "Expired": Nobody approved or declined the suggested changes in time, so nothing changed on the reservation.
- "Failed": The run ran into an error. Run the agent again.
You can view the agent's tasks and notes from several places in Guesty, including the Inbox widget. The agent creates one task per reservation, only for an open promise of an item or service. The task title follows this format: "Guest request for {confirmation code}: {what was promised}".
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).
- If the agent created a follow-up task, close it once the commitment has been handled.