Review an AI conversation analysis

Use this guide to review an analysis that the agency has already generated. It does not cover provider configuration, starting an analysis, or sending automatic replies.

Open the correct context#

1. Open the authorized reservation from Calendar.
2. Confirm the team, property, dates, source, reference, and guest.
3. First read the newest messages in the original conversation.
4. When Conversation analysis appears, check the last-analysis time before using it.

An absent card does not mean that there are no messages or issues. During an ongoing stay, the result is currently stored as an incident analysis while the visible card reads the general analysis; a completed analysis may therefore not appear in that card.

Work from the original thread and ask an authorized administrator to check the stay dates, confirm that the OTA or WhatsApp conversation is linked, and verify that the last-analysis time is later than the message being reviewed. If those checks are correct and the result still does not appear, email [email protected] with the team, reservation, message time, and analysis time.

Review the result without treating it as fact#

Check each item against its source:

• summary and tone against the actual text;
• categories against the guest's exact request;
• dates against the reservation;
• amounts, times, and conditions against their operational source;
• actions and concerns against agency procedure; and
• messages received after the analysis time.

AI can omit, invent, or misclassify information. Never change price, availability, access, compensation, or contractual terms from the summary alone.

The provider generates the result from a copy in which Presidio has replaced detected personal information with non-reversible placeholders. The analysis may therefore omit names, contact details, or other identifying fragments that remain visible in the original conversation. Always decide from the authorized original thread.

Front-desk and manager boundary#

The default Front desk and Manager roles can review an authorized reservation and its stored analysis, but they do not include update-reservation. They therefore cannot start Analyze conversation or Automatic reply.

The analysis card may show an automatic-reply button even when your role does not have that capability. Do not use it to test access: it may be denied and, for an account with additional permission, can send a real guest message. Route the review to the designated owner.

You do not need to open Integrations > AI Provider, know the API key, or troubleshoot provider billing or quota.

When the card is almost empty#

An attempt that ends in an error can store only that error. The card title and Automatic reply control may then appear without the summary, categories, or any other useful analysis.

Do not treat that card as a valid analysis and do not select the automatic-reply control. Continue from the original conversation and notify the authorized administrator. The administrator should check the provider, model, quota, and billing, then use a controlled future reservation for a test. Configured only confirms that the integration values are stored; it does not confirm connectivity to the provider. If the error repeats after those checks, contact [email protected].

Act from the source#

1. Decide the next action from the original message and agency rules.
2. Reply only when it is within your authority and use the correct thread.
3. Route pricing, compensation, availability, safety, or contractual exceptions with an owner and deadline.
4. After any reply, check its delivery state; analysis does not confirm sending.

When something does not match#

• Old analysis: read every later message and do not assume it is covered.
• Incorrect summary: ignore it for the decision and retain an anonymized excerpt for the owner.
• Missing category or date: work from the thread; do not rerun analysis yourself.
• Ongoing stay without a card: ask the administrator to verify dates, linked conversation, and the last-analysis time; contact support if they match.
• Almost-empty card with automatic reply: treat it as a failed attempt, do not use the control, and route diagnosis to the administrator.
• A reply already appears sent: verify the real message and state before answering again.
• You see another reservation or guest: stop viewing it and report it immediately.

Escalate with the team, reservation, analysis time, affected message, and exact discrepancy. Do not send the full conversation, credentials, or unnecessary personal data.