Set up Maia - Mailbox assistant

In order for Maia to function, there are several elements you need to configure.

Maia is configured by office or property, meaning you can have a different setup for each level.

Before starting

As a reminder, before activating Maia, you must:

• Fill in your properties with as much detail as possible (access, amenities, etc.)
• Create/complete your office policies with as much detail as possible

Configure Maia

From the main menu, go to AI Suite > Mailbox assistant

Go to Configuration tab

Click on Settings

Enable Maia to start configuration

Action level

Select the office(s)

Select the properties:

• Select All if you want to apply on all properties from the office(s) selected
• Select Specific if you want to apply on only some properties from the office(s) selected, then add the properties

Responses to guests messages

Message categories

You have the option to select the message categories to which Maia will be applied.

Response modes

There are two response modes:

• Training mode: Maia generates a response but does not send it to the guest
• Production mode: Maia generates a response and sends it to the guest

You can set a different response mode for each message category. You can then have varied configurations for each message category.

Additional instructions

In addition to the guidelines set in your office policies for situations encountered during guest’s stay, you can add further instructions to the AI's prompt.

These instructions can help tailor responses to your specific communication strategy and requirements. For example:

• The tone adopted by the AI
• Message signatures
• Additional instructions for reservations requests
• Additional instructions for confirmed reservations

Reply time

Set the delay of response between the received message and the reply sent by Maia.

The value is expressed in seconds. 

Elements taken into account

When responding to guests, Maia considers a minimum of the last 10 messages in the conversation and a maximum of the last 20 messages from the past 5 days. Maia also uses property descriptions and layouts to provide relevant responses.

N.B.: The property address, amenities instructions and Wi-Fi information will only be used for confirmed reservations.

Pre-approval

Maia can chase guest if he/she has not booked after pre-approval:

•  
  • 1st chaser 6 hours after the pre-approval request
  • 2nd chaser 24 hours after the 1st chaser

Flag a conversation

You can allow Maia to flag conversations when human intervention is required. For each type of situation, you can assign a flag color so the appropriate team can handle the guest's request:

• Finance: The traveler makes a request related to finances (e.g., invoice request, refund request)
• Maintenance: The traveler reports an issue with the property (e.g., water leak)
• Urgent action: An urgent action is required
• Staff action: A team action is necessary before responding (e.g., "we will take care of this")

Add custom instructions for flagging if necessary

Once configured, Maia will automatically move the conversation to the category associated with the flag color.

Reply to a flagged conversation

You can allow Maia to repply to flagged conversations/

Select the flag color.