Configure Autopilot's message categories
Category Guide
The Category Classification System defines each message into a clear category allowing you to decide which categories you want the Autopilot to respond to, Or wait for more context, or flag it for a human to handle.
Guest Inquiry about Booking
Used when a guest asks about availability of the listing based on your Guesty Calendar.
→ Typical before a reservation is confirmed.
Examples:
“Is your property available next weekend?” / “How much for three nights?”
General Courtesy Interactions
Includes every polite messages — gratitude, excitement, or appreciation.
Examples:
“Thank you!” / “Can’t wait to stay!” / “We appreciate your help.”
Check-in Instructions
Used when the guest asks how to check in or where to go on arrival.
Examples:
“How do we check in?” / “Can you send the check-in details?”
Tip: If they ask specifically for a code, use Door Access Code instead.
Check-out Instructions
Used when the guest asks how to check out properly.
Examples:
“Where should we leave the keys?” / “What do we do before leaving?”
Requests for Local Recommendations
Used for suggestions or advice about local places or activities.
Examples:
“Where can we eat nearby?” / “Any good coffee shops around?”
Discount Requests
Used when a guest asks for a price reduction or special deal.
Examples:
“Can you offer a discount?” / “Is there a promo code?”
Payment Information or Payment Issues
Used for any payment-related topic — including methods, receipts, failed charges, or deposits.
Examples:
“My payment didn’t go through.” / “Can you send me an invoice?”
Booking Changes and Modifications
Used when a guest wants to alter their reservation — such as dates, guests, or length of stay.
Examples:
“Can I extend by one night?” / “We’re bringing two more guests.”
Cancellation Requests
Used when a guest explicitly wants to cancel and seeks help doing so.
Examples:
“I need to cancel my booking.” / “Can you cancel it for me?”
Cancellation Inquiries
Used when the guest asks about policies or refund conditions before deciding to cancel, or about a past cancellation.
Examples:
“What’s your refund policy?” / “Why was my booking cancelled?”
Cancellation Notification
Used when the guest informs you they’ve already cancelled or won’t come.
Examples:
“We cancelled.” / “We found another place.”
Guest Sharing Information
Used when the guest is simply providing details or confirming info, without asking for anything new.
Examples:
“We’re 3 adults.” / “Our flight lands at 2 PM.”
Early Check-in
Used when a guest asks to arrive earlier than the standard check-in time.
Examples:
“Can we check in at 1 PM?” / “What’s the earliest we can come?”
Luggage Drop off / Storage
Used for requests to store luggage before check-in or after check-out.
Examples:
“Can we drop our bags off early?” / “Do you have luggage storage?”
Door Access Code (Lockbox Code)
Used for messages asking about entry codes or access methods.
Examples:
“What’s the door code?” / “The lockbox isn’t working.”
Questions about the Property and Amenities
Used when the guest asks about features, facilities, or how to use something.
Examples:
“Does the house have Wi-Fi?” / “Where can we park?” / “How do I use the oven?”
Guest Special Requests
Used when a guest asks for extra or personalized services beyond normal stays.
Examples:
“Can we get an extra mattress?” / “Can you preheat the pool?” / “Do you offer airport pickup?”
Guest Complaints or Issue Reporting
Used when the guest reports problems, damage, or dissatisfaction.
Examples:
“The heater isn’t working.” / “The internet is slow.” / “There’s too much noise.”
Late Check-out
Used for requests to leave later than the standard time.
Examples:
“Can we check out at 2 PM?” / “We have a late flight; can we stay longer?”
Refund Requests
Used when the guest asks for a refund or clarification about refunds after payment or cancellation.
Examples:
“Can I get a refund?” / “When will I receive the refund?”
Guest Closing Statements
Used for neutral acknowledgments or conversation endings — no new info, no requests.
Examples:
“Okay.” / “Got it.” / “No problem.”
Important: If the message includes a question mark, do not use this category.