Turn an enquiry into a response that considers the guest
An email may ask about availability, but also about a cot, a pet or a property service. Preparing a good response means addressing these questions alongside the stay proposal and the tone in which you want to welcome a future guest.
The FastReplyMail AI assistant prepares a draft using property information and data available from integrations. Work starts with the enquiry’s context and ends with staff review before sending.
A thoughtful response can clarify the proposal, highlight relevant services and support the direct conversation. AI helps prepare the text; the team focuses on sales decisions and the relationship while retaining control over what is communicated.
Generate a draft in the Composer, then make it your own
Customisable template areas include the Generate with AI action. Text is prepared in the selected language and inserted into the editor, preserving the chosen template’s visual structure.
The assistant can use the recipient, dates, requested accommodation, source channel and the customer’s original message. It also considers accommodation with prices and links available from the booking engine, CRM history, property rules and staff instructions.
You can accept, edit or regenerate the text. Before sending, check the offer in the Composer preview: guest questions, dates, amounts, services and links must match the proposal you intend to make.
Availability and prices depend on the capabilities of the connected booking engine. AI does not set rates, and instructions to use only available data do not guarantee error-free output.
Discover the personalised offer journey →
Use context to answer the questions that matter
Before writing, the assistant analyses the enquiry to identify explicit questions, particular needs, tone and urgency. It uses this analysis to search the Knowledge Base for the most relevant information.
For example, a family asks for a room on specific dates and wants to know whether a cot is available. The assistant can use stay details, accommodation available through the integration and cot information in the Knowledge Base. Reception checks the proposal and actual conditions before confirming them to the guest.
If the contact is already in the CRM, the draft can use recent bookings, tags and notes and refer to their loyalty. This helps resume an existing relationship rather than treating every enquiry as a first contact.
Analysing a message to prepare a response must not be confused with automatically creating new guest profile preferences. Personalisation is based on available data and supplied instructions.
Build your property’s Knowledge Base
The Knowledge Base is the property information library the assistant consults to prepare replies. Organise what the team needs to communicate: hotel description, rooms, services, prices, policies, local information and FAQs, alongside other useful content.
Each document has a type and an language. Add information in three ways:
- Paste text, such as a service description or answers to common questions.
- Upload a PDF, TXT or Markdown file up to 10 MB, including by dragging it into the upload area.
- Enter the URL of a website page to import its content.
A useful Knowledge Base contains clear, current information. When hours, terms or services change, review the relevant documents, including content previously imported from the website, so the assistant has correct information.
Price documents can provide context, but do not replace availability and rate data supplied by the integration for the requested stay. Keep sources consistent and always check the final proposal.
Check what the assistant finds and keep information up to date
The management page shows the Knowledge Base status — empty, building, ready or error — alongside document count and last rebuild. Filter the list by type and language, and delete documents that should be removed.
The test search lets you check which information is retrieved for one or more questions, adjusting result count, minimum relevance threshold, language and document type. It is a practical way to check whether the knowledge base contains what reception needs.
During a rebuild, a new version is prepared while the previous version remains active. Staff can therefore continue using the available version during the update.
The Knowledge Base service is configured by support. The property’s role is to prepare content, verify it and keep it useful for guest communications.
Give communications your property’s tone of voice
Set permanent rules for the property: tone, signature, information to include and guidance on what to avoid. The fixed searches in the Knowledge Base retrieve specific topics for every offer, such as a restaurant description or an available partner benefit.
For an individual reply, add free-form instructions or choose prompt shortcuts, such as a formal tone, a reference to a returning guest or an instruction not to mention a service. Selected shortcuts accumulate and apply to the next generation.
Instructions help guide the draft, but reviewing the text remains essential. A recognisable voice combines correct information, clear rules and staff attention.
Explore templates and shortcuts →
From email to offer details, with less copying
From connected mailboxes, the Reply with an offer action opens the Composer. With AI features active, the assistant can extract from the email text first name, surname, email, phone, arrival, departure, adults, children’s ages, pets and requested board basis where present.
This workflow is available for portal and customer emails. The message body is copied into customer notes and the original remains visible while composing, so you can compare it with prefilled fields.
This reduces transcription work and lets you focus on the proposal sooner. Check the extracted data, especially where dates are alternatives, an enquiry is incomplete or a detail has more than one interpretation.
Extraction helps prepare the offer: it does not send the reply independently or replace verification of the requested stay.
Find relationship context in the guest profile
With CRM and AI features active, the guest record adds a summary profile alongside the history. The overall score from 0 to 100, labelled Top, Good, Average or Occasional, derives from defined rules and five dimensions: economic value, loyalty, reliability, strategic channel and marketing relationship.
Scores are calculated; the text summary is generated by AI. The summary is in Italian, cached for 24 hours and can be regenerated on request. It helps staff navigate profile information and resume conversations with known guests.
Economic value concerns revenue and other recorded relationship data at the property, not an estimate of personal wealth. Stated preferences, history and amounts remain the references for a relevant proposal.
To build recipient groups, continue using the CRM filters and lists: the summary profile does not independently choose campaigns or recipients.
Explore CRM and guest profiles →
Monitor usage and costs
The AI Usage for the property shows call count, tokens used, period and total costs, breakdowns by feature and model, and daily trends. The main dashboard also shows AI costs for the last thirty days.
Each call is recorded with its feature, model, tokens and cost in euros. See which activities use the service most and monitor trends over time.
System administration provides summaries by property and owner, management of usage periods to be billed and a monthly email report to configured recipients. These administrative tools are separate from an individual property’s operational view.
Cost recording supports usage-based management, but does not itself define commercial pricing. Subscription fees, billing arrangements and any thresholds must be agreed for the chosen configuration.
Start with a real enquiry for your property
The AI features are an optional component activated per property. Guest history and profiles also require the CRM; availability and price data depend on the connected booking engine. The Knowledge Base requires configuration and property content.
In a demo, follow an enquiry from email to draft: which data is recognised, which information is retrieved, how to guide the tone and what to check before sending. We also explore the guest profile and usage monitoring tools.
The aim is to help reception prepare more relevant replies and focus on conversation quality: a practical foundation for trust, loyalty and direct booking opportunities.