At Liliho, we’ve created two main categories to help you manage guest interactions efficiently: *questions* and *actions*. Each category serves a distinct purpose and helps ensure that both guests and property managers can address any requests effectively.

Questions #

Questions are inquiries that the virtual assistant cannot answer because they have never been asked before, or the information is not yet in the system. When this happens, the question will automatically be redirected to you, the property manager, for a manual response. Once you provide the answer, it will be saved in the system, meaning it’s the first and last time you’ll need to respond to that specific question. From that point forward, the virtual assistant will handle similar inquiries automatically.

For example, if a guest asks whether the apartment has cotton sheets and this information isn’t in the system, you will provide the answer once, and the assistant will learn it for future use.

Actions #

Actions are requests that require human intervention. Unlike questions, which are stored for future reference, actions involve taking physical or practical steps. For instance, if a guest asks for more towels, the virtual assistant cannot fulfill this request on its own and will forward it to you or your team to handle. These actions are not learned by the system, as they will always require human response and intervention.

By understanding the difference between questions and actions, you’ll be able to navigate and manage guest interactions more smoothly, ensuring a seamless experience for everyone involved.