Draft — this view runs ahead of the app we are building.
- Triggers like new booking, arrival, departure or a keyword in the message
- Steps per property and channel, not one global rule
- Exceptions land with you, not with the guest
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The workflow
The trigger
A flow starts with an event: a new booking, a point in time relative to arrival, or a keyword in the guest's message.
- Times relative to the booking, such as 48 hours before arrival
- Events such as confirmed booking, arrival or departure
- Keywords from the message, such as parking or early check-in
Conditions and steps
From there the flow branches: by property, channel, language or length of stay. Every branch has its own steps.
- The holiday house gets different arrival directions from the city flat
- Several actions in sequence: reply, follow up, flag
- Individual steps can be switched off without deleting the flow
The message itself
What goes out is up to you: channel, template, placeholders from the booking — and whether the AI may phrase it freely.
- Placeholders such as first name, property name or check-in time
- AI phrasing can be switched on or off per message
- A preview before the flow goes live
The emergency brake
Every flow has a defined exit to a human. An agent without an emergency brake isn't an agent, it's a liability.
- Escalation to you instead of a guessed answer to the guest
- Complaints and damage reports are excluded from automation
- The case lands with you with the full history
What starts a workflow.
A workflow does not begin with a clock time but with something that happens. These are the points REPLAI can start from.
Triggers
Booking confirmed
The moment you are allowed to write to the guest directly.
Days before arrival
Arrival details, door code, parking — in time instead of on request.
Message from the guest
A question comes in and is matched to the right property.
Checkout coming up
Departure time, key return, a request for a review.
No reply
The guest has not responded — follow up or hand over to you.
Mood turns
The tone sharpens. From here a human takes over.
You combine every trigger freely with conditions and steps: by property, by channel, by language, by length of stay. A holiday house gets a different workflow from the city apartment, and single steps can be switched off without deleting the whole thing. Which triggers are available to you depends on the connected system — we tell you what works today before the quote.
Common questions
No. A flow is a trigger, a condition and an action that you pick. If you can set up an out-of-office reply, you can build a workflow.
Only if you want it to. Every flow can be limited to individual properties, channels or languages.
Every flow has a defined exit to you. Cases without a matching answer, and anything you marked as an exception, land with you instead of the guest.