Custom Action Item Instructions
Overview
HostBuddy now allows users to write custom instructions for how it should generate action items from guest conversations. This feature gives you more control over which action items appear, helping you align automation with the way you manage your properties.
By default, HostBuddy automatically scans guest conversations and raises action items based on system logic. With this update, your own instructions are included in that analysis, allowing you to tailor the experience to your specific needs or property quirks.
This feature is especially helpful if:
You’re noticing too many irrelevant action items
You’re not seeing action items where you’d expect them
You want different behavior across different properties
How It Works
Each time a guest sends a message:
HostBuddy generates a response (if AI messaging is enabled).
The system then runs action item processing, analyzing the conversation history, guest message, and AI response.
Any action items are generated based on both system logic and your custom instructions.
It’s important to know:
The system does not have access to triggers or data outside the guest conversation.
Action items are only generated when guests message you. If a booking change happens silently in the background (e.g., a reservation is altered by the guest without messaging), it will not trigger action item logic.
How to Use It
You can create custom instructions per property to control when action items are raised. These instructions guide the AI in identifying which guest messages require follow-up action.
To set it up:
Go to the settings section of the navigation menu and select "Action Items"
Click into the Add New Instruction section.
Write instructions in plain language about when or when not to raise an action item.
Select the properties you would like for the setting to apply to.
Add instructions
Examples
Here are some examples of well written instructions:
“Generate an action item whenever a guest requests a change to their reservation.”
“Generate an action item when a guest accepts or responds to an offer to extend their reservation.”
“Do NOT generate an action item when the guest asks about the broken ceiling fan.”
You can be as specific or general as you need—just keep in mind that the AI only reviews the text of guest messages (and any AI responses), so your instructions should refer to what a guest is saying.