Milo Guest Agent is your AI assistant dedicated to guest communication. It helps you respond to traveler messages, provide instant answers, and reduce the time spent handling repetitive questions while keeping you in control.
Before enabling Guest Agent, make sure Milo has access to accurate property information through its knowledge base. The more complete your information is, the better Milo can assist your guests.
Activating Guest Agent
To activate Guest Agent:
Go to Milo AI → Guest Agent.
Enable Guest Agent.
Configure how Milo should respond to guests and when it should step in.
Once activated, Milo can assist with guest conversations based on your chosen settings.
Choosing how Milo responds
You can choose between two response modes:
Autopilot
Milo automatically responds to guests when it is confident about the answer.
If Milo needs more information or is unsure, it will not send an uncertain response and can prepare a suggested reply for your team instead.
Draft mode
Milo prepares replies for your team to review before sending.
Nothing is sent automatically until someone from your team approves the response.
Configuring properties
Choose which properties Milo should handle guest conversations for.
You can:
Enable Milo for all properties.
Select specific properties where Milo should assist.
This allows you to gradually activate Milo or use different configurations depending on your portfolio.
Setting Milo’s availability
You can define when Milo should be available to respond to guests.
You can choose:
Always available.
Specific days and hours.
The timezone used for availability.
Outside of the configured availability, Milo can follow your fallback settings.
When Milo cannot answer
When Milo does not have enough information to answer a guest, you can choose what happens next.
Options include:
Not sending a reply.
Sending a holding message while your team takes over.
You can customize the holding message to let guests know their request is being reviewed.
Response delay
You can add a short delay before Milo sends a reply.
This helps make conversations feel more natural by avoiding immediate responses and creating a more human-like interaction.
It also gives your team a short window to step in manually if needed before Milo responds.
Web access
Milo can optionally search the web when the required information is not available in its knowledge base.
You can enable specific categories such as:
Directions and transportation.
Local recommendations.
Weather information.
This helps Milo answer questions about the surrounding area while keeping property-specific information based on your knowledge base.
Customizing Milo’s messaging style
You can choose how Milo communicates with guests.
Available styles help adapt Milo’s tone depending on your brand and guest experience.
You can apply a style:
Across all properties.
Or customize it for specific properties.
Best practices for using Guest Agent
For the best results:
Keep Milo’s knowledge base updated.
Add important property details and procedures.
Review Milo’s activity regularly through Milo Hub.
Start with Draft mode if you want to review responses before enabling Autopilot.
Monitor guest conversations after activation to fine-tune your settings.
Milo Guest Agent is designed to handle everyday guest communication while keeping your team in control whenever human attention is needed.