Summary: Allin can operate in two modes: Suggested Response Mode (where staff review and send suggestions) and Auto Response Mode (where Allin automatically sends replies to guests). This article explains how to turn on Auto Response Mode, configure a holding message, and understand when Allin escalates conversations to staff.
Permissions Required: Location Admin or Brand Admin
What Is Auto Response Mode?
In Auto Response Mode, Allin automatically generates and sends responses to guests without any staff interaction. It will continue the conversation as long as it has sufficient information available from its configuration (context box, uploaded documents, URLs, and AXP data).
If Allin does not have enough information to respond, it will:
Send the guest a predefined holding message.
Escalate the conversation so a staff member can take over.
Steps to Enable Auto Response Mode
Go to Settings in the left-hand side menu.
Click on the Location tab and select the desired property.
Open the AI Settings tab.
Tick the Enable Auto Responses checkbox.
Enter a Holding Message in the text box provided. This is the standard response Allin sends when it determines it does not have the ability or information to continue the conversation.
Click Save.
How Escalation Works
When Allin cannot answer a guest's question in Auto Response Mode:
Allin sends the holding message you configured (e.g. "Thank you for your message. Let me connect you with a member of our team who can assist you further.").
The conversation is escalated and appears in the inbox for a staff member to pick up.
Allin automatically falls back to Suggested Response Mode for that specific conversation until it is closed or Allin is manually re-activated from the conversation window menu.
Switching Between Modes
Allin operates in one of two modes per location:
Mode | How It Works |
Suggested Response Mode | Allin generates suggestions that staff review, edit, and send manually. This is the default mode. |
Auto Response Mode | Allin sends responses automatically. Escalates to staff when it cannot answer. |
You can switch between modes at any time through the AI Settings tab for each location.
Common Questions
Q: Why did Allin use the wrong guest name in its response?
A: Allin pulls the guest's name directly from their profile in the system at the time the response is sent. If the profile name is incorrect or outdated when Allin responds, the wrong name will be used.
This can happen when a reservation is made through an integrated booking platform under a different name than the guest's actual name. The integration passes that booking name into the guest's profile, which Allin then uses. If staff notice the discrepancy and update the profile manually afterwards, any AI responses that already went out will not be retroactively corrected.
Q: What should the team do if wrong guest information is used by Allin?
A: Users can:
Check the guest's profile history to confirm when the name was last updated and where the original name came from (e.g. an integration like SevenRooms).
Manually correct the profile name as soon as a discrepancy is spotted.
Apologise to the guest if needed and confirm their correct name in a follow-up message.
Q: Can auto-responses be turned off while we investigate?
A: Yes. Admins can enable or disable Allin's auto-response feature per location via Settings > Locations > Your location > AI Settings. This can be toggled if the team wants to pause automated replies while reviewing a situation.
Q: Will Allin make up answers if it does not have the information?
A: No. In Auto Response Mode, Allin only uses information it has access to (context box, uploaded documents, URLs, and AXP data). If it cannot find a relevant answer, it sends the holding message and escalates to staff rather than guessing.
Q: Will Allin make up answers if it does not have the information?
A: No. In Auto Response Mode, Allin only uses information it has access to (context box, uploaded documents, URLs, and AXP data). If it cannot find a relevant answer, it sends the holding message and escalates to staff rather than guessing.
Q: Can I customise the holding message?
A: Yes. You set the holding message text when enabling Auto Response Mode in AI Settings. You can update it at any time.
Q: What happens after Allin escalates a conversation?
A: Allin falls back to Suggested Response Mode for that specific conversation. A staff member takes over and can still use Allin's suggestions if needed. The conversation stays in Suggested Mode until it is closed or Allin is manually re-activated.
Q: Does Auto Response Mode work for all message types?
A: Allin handles most common guest enquiries automatically, including greetings, FAQ-type questions, and booking enquiries. For complex, sensitive, or unusual requests, Allin will escalate to staff.
Q: Can I have different modes for different locations?
A: Yes. Auto Response Mode is configured per location, so you can have some properties using Auto Response and others using Suggested Response Mode.