1. Understanding Your Authority

Your empowerment at INTO is defined by your ability to deliver seamless, personalized service at scale by leveraging AI intelligence. Your authority is rooted in communication, speed, and utilizing INTO tools to ensure message quality and accuracy.

Your Role: You are the frontline decision-maker for responses forwarded by Copilot (those with a Confidence Score below 95%). You integrate human oversight with AI suggestions to create exceptional experiences, allowing Property Managers to focus on creating unforgettable experiences.

2. Financial Authority Limits

RED LINES YOU CANNOT CROSS

NEVER promise refunds, credits, or compensation [Query].

NEVER make financial commitments of any kind [Query].

Financial management, plan changes, and billing information are managed exclusively by Managers in the INTO company account portal.

3. What You CAN Do Independently (Using INTO Tools)

You can confidently handle routine guest interactions using the AI intelligence provided within the Guesty inbox.

Action

INTO Tool Used

Purpose / Example

Approve Routine Response

Copilot

If the suggested reply has high relevance and context (even if score <95%). E.g., Guest asks about basic amenities.

Fix Message Quality

Agent Assist: Smart Content Tools

Adjusting tone (friendly, formal), optimizing length, or eliminating typos/grammar errors.

Break Language Barriers

Agent Assist: Translate

Instantly translating a guest message to English or translating the reply back to the guest's native language.

Get Conversation Context

Summarize

Instantly turning a lengthy conversation into a concise summary to quickly grasp the core issue.

Provide KB Details

Copilot

Answering FAQs based on the Knowledge Base (e.g., WiFi password, standard check-in procedures, local recommendations).

Track AI Performance

Monitor Autopilot

Reviewing all messages automatically sent by Autopilot to ensure quality and track AI performance.

Add Internal Documentation

Summaries & Notes

Documenting key points or decisions made during a conversation using internal notes marked with emojis.

Provide Availability Check

Calendar Integration

Informing a guest whether their requested dates are available, based on the instant check performed by the AI.

Submit Feedback

INTO Support

Reporting a problematic AI response or suggesting new features by clicking the thumbs-down icon and submitting via the Compose menu.

Answer Availability Questions

Copilot/Calendar Integration

Responding to an inquiry about specific dates ("Is the cottage available from June 10th to 16th?").

4. What You CANNOT Do Without Escalation

These actions require authorization because they involve exceptions to policy, financial liability, or administrative rights controlled by the manager/client PM.

Action

Reason for Escalation

INTO Role Context

Guest requests refund [Query]

Financial commitment/liability [Query].

Agents have ZERO financial authority.

Guest wants extra night/extension [Query]

Requires modification of reservation details and potential change in pricing/billing [Module 3/4 Context].

Modification of reservations is a manager/admin function.

Guest disputes cleaning fee [Query]

Financial dispute and reputation-sensitive issue.

Requires Expert Human Intervention.

Guest asks for early check-in/late check-out [Query]

Requires checking calendar (VIEW ONLY) and policy exception approval [13, Module 4 Context].

Agents can check calendar, but modification/exception approval is needed.

Coordinating mid-stay cleaning [Query]

Requires scheduling and potential financial commitment outside standard policy.

Complex situations require established protocols.

Handling any complaint

Complex situation or reputation-sensitive issue.

Requires professional judgment by hospitality specialists.

Offering a discount/credit

Financial commitment [Query].

Agents have ZERO financial authority.

Responding to an emergency

Requires immediate, specialized protocol and human intervention.

Must be immediately routed to hospitality specialists.

Reservation alteration (e.g., change guest count)

Requires modification of reservation details [Module 3/4 Context].

Agents must not modify reservations.

Adding information to KB

Data Enrichment is a function performed by Managers/Admins via the Customer Portal.

Agents do not have Customer Portal access.

5. What You MUST NEVER Do (Absolute Prohibitions)

These are the absolute "Red Lines" that compromise the security, integrity, and financial standing of the property management company.

RED LINES YOU CANNOT CROSS

❌ NEVER modify reservations without explicit PM approval [Query].

❌ NEVER promise refunds, credits, or compensation [Query].

❌ NEVER make financial commitments of any kind [Query].

❌ NEVER attempt to create, edit, or disable Autopilot settings.

❌ NEVER modify the Guesty Calendar or pricing [Module 4 Critical Warning].

❌ NEVER contradict or undermine automated policies or procedures [Inferred from KB consistency focus].

❌ NEVER access the INTO Customer Portal (unless promoted to Manager).

❌ ALL P0 and P1 incidents require immediate Slack escalation [Query].

6. The Escalation Decision Framework

Escalation ensures that complex issues and special requests—which require Expert Human Intervention—are handled by hospitality specialists trained on established protocols.

Decision Tree Flowchart: "Can I handle this or must I escalate?"

graph TD
   A[Guest Message Received] --> B{INTO Confidence Score < 95%?};
   B -- No / Autopilot Sent --> C[Monitor Autopilot Interface];
   B -- Yes / Copilot Available --> D{Does issue involve money, reservation change, safety, or complex complaint?};
   D -- No (Routine FAQ/Tone) --> E[Handle Independently: Review Copilot, Use Agent Assist];
   D -- Yes (Escalation Required) --> F{Is this a P0/P1 Incident?};
   F -- Yes (P0/P1) --> G[IMMEDIATE SLACK ESCALATION: Use P1 Template];
   F -- No (P2/P3/Routine Escalation) --> H[SLACK ESCALATION: Use Standard Template];
   E --> I[Send Response];
   G --> I;
   H --> I;


Escalation Categories and Response Expectations

INTO Advantage includes Expert Human Intervention by hospitality specialists for complex issues. Response time expectations are set by client PMs during Phase 3 Optimization.

Severity

Definition

Agent Action

Response Expectation (Example)

P1 (Urgent/Emergency)

Active safety risk, maintenance emergency, or immediate threat to stay quality (e.g., no heat/hot water) [Query].

Immediate Slack Escalation [Query]. Document with Notes.

Immediate Acknowledgment (within 5-15 mins).

P2 (Standard Escalation)

Financial requests (refunds), reservation changes (extensions), high-effort coordination (mid-stay cleaning).

Standard Slack Escalation. Document status and guest request.

Acknowledgment and Resolution Plan (within 1-4 hours).

P3 (Information/Discrepancy)

Policy contradiction, incorrect KB data spotted, minor sync issues, or general manager questions.

Standard Slack Escalation or documentation for manager review.

Acknowledgment (within 24 hours).

7. Writing Effective Slack Escalation Messages

A concise, structured message is critical for quick processing by the client PM or hospitality specialist.

Slack Escalation Message Templates (by Scenario Type)

Scenario Type

Template Structure

P1: IMMEDIATE MAINTENANCE/SAFETY (e.g., Guest reports no hot water [Query])

SEVERITY: P1 - URGENT MAINTENANCE RES ID: [Guesty Res ID] LISTING: [Listing Name] ISSUE: Guest reports [Issue, e.g., no hot water]. GUEST STATUS: Currently in-house, highly distressed. ACTION TAKEN: Informed guest we are escalating to the maintenance specialist. REQUIRED PM ACTION: Immediate contact with vendor; authorize next steps.

P2: FINANCIAL/RESERVATION CHANGE (e.g., Guest requests refund [Query] or extension [Query])

SEVERITY: P2 - RESERVATION/FINANCIAL RES ID: [Guesty Res ID] LISTING: [Listing Name] GUEST REQUEST: Guest is requesting [e.g., a $100 refund] due to [reason]. CONTEXT: Guest booked via [OTA] and stayed [Start/End Dates]. AGENT NOTES: Copilot suggested a reply, but I did not send due to financial authority boundary. REQUIRED PM ACTION: Confirm refund/credit amount or denial reason.

P2: COORDINATION (e.g., Guest needs mid-stay cleaning [Query])

SEVERITY: P2 - COORDINATION RES ID: [Guesty Res ID] LISTING: [Listing Name] GUEST REQUEST: Guest wants [Mid-stay cleaning] on [Date/Time]. AGENT CONTEXT: Confirmed calendar availability (no turnover required). REQUIRED PM ACTION: Confirm cost and service approval; coordinate schedule with housekeeping team.

8. Service Scope Boundaries

The service scope definition is typically outlined in the General Services Agreement (GSA) [Query].

NOTE: The General Services Agreement Schedule A is referenced in the query but not provided in the source material. However, the scope of INTO Advantage confirms that human intervention is provided by Hospitality Specialists for complex situations, complaints, special requests, and reputation-sensitive issues, following established protocols.

9. Grey Areas and Judgment Calls

When a message is ambiguous, reputation-sensitive, or touches a policy you are unsure of, the rule is simple: when in doubt, escalate.

• Boundary Situation Example: A guest sends a friendly message asking for the maximum number of people allowed, but you notice they already listed one extra person on the reservation details.

• Correct Handling: Do not confirm the extra person. Respond to the FAQ using Copilot, but immediately Escalate (P3) to the manager, noting the potential occupancy violation (Red Flag from Module 3) that requires management review.

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Three-Column Decision Matrix

What You CAN Do Independently (Using INTO Tools)

What You CANNOT Do (Requires PM Approval/Escalation)

What You MUST NEVER Do (Absolute Prohibitions)

Use Copilot to suggest/send FAQ replies.

Approve early check-in or late check-out [Module 4 context].

Modify reservation dates, guest counts, or properties [Query].

Provide local recommendations.

Approve refunds, credits, or compensation [Query].

Change pricing, fees, or billing information.

Use Translate for foreign languages.

Handle guest disputes (e.g., cleaning fees).

Configure Autopilot settings or Confidence Score thresholds.

Use Summarize to digest long threads.

Change reservation status (e.g., confirming pending booking).

Promise specific actions (e.g., "I will personally guarantee your refund") [Query].

Use Agent Assist to change message tone.

Approve extra nights or reservation extensions [Module 4 context].

Add or Remove dates from the Guesty Multi-Calendar [Module 4 Critical Warning].

Provide basic check-in or WiFi instructions.

Coordinate non-routine services (e.g., mid-stay cleaning) [Query].

Share confidential management/billing information.

Review Autopilot Monitoring.

Respond to any P1 Emergency or safety concern [Query].

Act outside the defined scope of the GSA Schedule A [Query].

View the Multi-Calendar.

Update the Knowledge Base with new information (Data Enrichment).

Attempt to bypass the Confidence Score mechanism.

Apply Custom Signatures to replies.

Address reputation-sensitive issues or press inquiries.

Engage in any financial commitment on behalf of the client [Query].

Document conversation using Internal Notes.

File claims in OTA Resolution Centers (Airbnb, etc.) [Inferred escalation].

Share client-specific operational protocols with guests.

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Analogy: Your role as an INTO agent is like a highly skilled emergency room nurse during peak hours. You handle 80% of routine cases (FAQs, simple requests) instantly and flawlessly using your advanced tools (INTO AI). However, anything involving surgery (reservation changes), pharmacy access (financial commitments/refunds), or complex trauma (P1 incidents) immediately requires the attending surgeon (the Property Manager or Hospitality Specialist) to take over, following a strict protocol (Slack Escalation). Your speed and accuracy in triage are what save time and ensure the best outcome.