Which AI behavior settings should I set first?

These settings are not technical switches. They decide how quickly Staynup replies, when it steps back for a person, and what it does when the answer is not in your knowledge. You find them in AI settings, under General settings.

Timing

Pause after you reply keeps the AI quiet when a person just answered. Retry when guests nudge means that if a host or co-host reacts to a guest's unanswered message, the AI answers it right away, even during the pause.

Guest handling

• Unknown Amenities and Unknown Services: when a guest asks about something not in your listing. Not available tells them it is not offered. Ask once and remember asks your team and remembers the answer. Not available + suggest declines and offers alternatives.
• Off-Policy Questions: requests outside your house rules or staff hours. Auto decline, or Always ask your team first.
• Late Checkout / Early Check-in: Auto decline, Always ask, or Smart allocation, which checks availability and cleaning time, verifies with your team, then confirms. Smart allocation is the best start.
• Go the extra mile on timing: when a guest mentions an early arrival or late departure without asking, treat it as a request.
• Tell guests when your team takes over: a short note to the guest when the AI passes the chat to your team.
• React instead of replying: see Reactions and courtesy.

Notifications and reviews

• Room ready message: tell guests when their room is ready early.
• Write guest reviews: the AI drafts a positive review after checkout. Choose when it is submitted: only after you approve it, after checkout, after the guest's review, or always five stars. Automatic submission is for workspace admins only, and anything below five stars comes to your chat for a decision.

Staff hours

Use working hours: outside the days and times you set, the AI does not promise help from your team.