Overview
Custom instructions give you greater control over how Upsells, such as Gap Night offers and Inquiry Follow-ups, are worded based on the situation and your settings. This feature lets you fine-tune communication by adding or removing details depending on guest context. Use ‘Customize’ with AI Personalization to adjust wording so messages fit each scenario more accurately.
Steps – Upsells
Select which Upsell type (post,pre, and inquiry follow-up) you wish to edit.
Enable AI Personalization, then click Customize.
Add instructions to define how the Upsell message should be phrased.
AI Personalization: e.g. "If the guest has confirmed they've booked somewhere else, just say best wishes" OR "if the guest has complained before, acknowledge the issue and show empathy first before offering the extension".
Click Save to apply changes.