How do I choose where guest messages and photos go?

In AI settings, open General settings and find Where requests go. Only an admin can change it.

Requests

Things the AI cannot settle alone. Each opens a ticket in the destination you pick: Host, Staff or Both.

Request	Examples
Emergencies	Safety, fire, injury or a break-in. Always marked urgent
Money and payments	Refunds, extra charges, payment proof, deposits
Policy exceptions and approvals	Bending a house rule or changing a price
Cleaning, maintenance and tasks	A dirty room, broken items, missing supplies, repairs
Amenity and supply requests	Something a person must confirm or provide
Other questions needing a person	Anything else the AI cannot answer

Emergencies

Examples: Safety, fire, injury or a break-in. Always marked urgent

Money and payments

Examples: Refunds, extra charges, payment proof, deposits

Policy exceptions and approvals

Examples: Bending a house rule or changing a price

Cleaning, maintenance and tasks

Examples: A dirty room, broken items, missing supplies, repairs

Amenity and supply requests

Examples: Something a person must confirm or provide

Guest updates

Plans and news the AI already answers: Arrival, Checkout, Task finished, Key returned and Anything else. Each goes where you choose, or Off.

Photos and documents

Forward guest photos to your team is the master switch. When on, photos reach the group with the guest, room and stay. When off, photos stay in the Airbnb inbox and requests still reach your team.
IDs and documents such as passports go only where you choose, or nowhere. Photos of payment cards are never forwarded.