What is it
Minut Messaging is the AI-powered guest messaging solution that lets you streamline communications, save time and delight guests with human-like messaging. It includes three parts:
Inbox. See all guest conversations and alerts in a single thread per stay. Reply from your browser or the Minut app.
Autopilot. An AI helper that answers common questions using your own Knowledge content.
Scheduled messages. Time-based messages, such as welcome, check-in, and check-out.
How does it work
Get started
Sign in to the Minut web app.
In the left menu, open Messaging. Go through the onboarding to enable the functionality for your organization.
Go to Autopilot → Knowledge and click Add content.
Add the basics first: check in details, how to get there, Wi-Fi info, house manual, and local tips.
You can assign content to a single unit, all units in a building or location, or the entire organization.
(Optional) Open Scheduled messages and click Add message to set up welcome and check-out notes.
Open Inbox to see conversations and reply. Look for the Autopilot on badge to confirm the assistant is active.
Inbox
Use Inbox to handle live conversations and alerts.
Open Messaging → Inbox.
Pick a guest thread on the left. The middle panel shows the conversation.
When Autopilot is on, it will reply to all incoming messages but escalates to you whenever it’s unsure of the answer. The conversation will then become Unresolved.
Type your reply in the box at the bottom, then hit Send.
Use the status at the top right to mark a conversation as Resolved when you are done. Autopilot will then start replying to guest messages again.
You can see which messages were sent by Autopilot. They are labeled in the thread.
Messages related to Minut alerts, such as messages sent during noise alerts, appear in the thread so you have the full context with the guest.
Autopilot
Autopilot uses the content you provide to answer guest questions.
Open Messaging → Autopilot → Knowledge.
Click Add content to upload or paste information. Examples: directions, door codes, parking, Wi Fi, troubleshooting, house rules, cafe and dinner tips.
If you have connected the Airbnb integration or a supported PMS integration, listing content from your PMS is automatically added to the Knowledge base.
Use the Preview panel to test how Autopilot will answer.
After a while, Autopilot will generate Suggestions based on past conversations as it learns what content is missing and what you reply in those cases. You review and apply it in the Autopilot → Suggestions tab so that it’s available for Autopilot to use going forward and offload you from even more questions.
Manage preferences in Autopilot → Settings. You can turn Autopilot on or off here.
Scheduled messages
Send helpful messages at the right time.
Open Messaging → Scheduled messages.
Click Add message.
Choose what to send and when to send it. Examples: welcome message before arrival, Wi Fi details after check in, checkout note on the last morning.
Save. Your message will send automatically based on the schedule you set.
Message channels
Minut Inbox supports Airbnb, Whatsapp and SMS as messaging channels.
If Airbnb is connected, all messages are by default synced between Airbnb and Minut and will be visible in both inboxes.
If you don’t have Airbnb and you're using Minut’s scheduled messages, the communication channel is SMS.
If you’re not using Airbnb or Minut’s scheduled messages, the primary communication channel is Whatsapp.
If the guest’s number is not linked to Whatsapp, regular SMS will be used instead.
To initiate the Whatsapp chat on your behalf, a welcome message will be sent to your guests 1 hour before the scheduled check-in.
FAQ
Do I need a subscription to use Messaging?
Yes. Messaging is available to properties with an active Minut subscription.
How do conversations show up in the Inbox?
The easiest way is to connect a PMS or Airbnb, so all stays are synced automatically and Inbox threads are created when conversations are started. You can also add stays manually under each property, or in bulk with a CSV file using our Stay Importer tool.
What channels can I use?
Inbox shows and sends messages over SMS and WhatsApp where available. The channel is shown under each message in the thread. If you have an Airbnb integration, messages are sent using Airbnb Messages.
What’s in that preconfigured welcome message that’s sent for opening a Whatsapp conversation?
Hi there,
We hope you’re looking forward to your stay at {unit.name}. If you have any questions, don’t hesitate to respond to this message, and we’ll do our best to help you.
How is Autopilot different from Scheduled messages?
Autopilot replies to guest questions using your content. Scheduled messages are time-based messages that you set up in advance.
Can I turn Autopilot off?
Yes. Use the toggle in Autopilot → Settings.
What content should I add first?
Check in instructions, how to get there, door or lockbox info, Wi Fi name and password, house manual, and a few local recommendations.
How do I mark a conversation as done?
Open the thread and set the status to Resolved at the top right. Autopilot will not be answering on a thread while it’s in Unresolved state.
Where do noise or other alerts show up?
They appear in the conversation in Inbox so you can see context and reply if needed.
Can I test without contacting real guests?
Yes. Use the Preview under Autopilot to test how the AI would respond to guest messages and questions.
Who can see my guest conversations?
Team members who have access to the property in Minut can view and reply in Inbox.
Does Autopilot send images or files?
Autopilot sends text and links. Media support depends on the channel and your region.
Which PMS are supported?
All PMS that you see on our Integrations page sync guest data to Minut. We continue to add support to also import listing details. Currently, Smoobu, Hospitable and Hostaway integrations sync also listing information, in addition to Airbnb.
Can I choose which team members get alerted about escalated messages?
Anyone assigned to the unit / building / location will receive alerts about escalated messages for those properties. Users can customize their notification preferences in their settings.
Will it sound like a human?
Our AI Autopilot is designed to be friendly, professional and respond in a human-like tone.
What does the AI do with complex or nuanced messages?
In the case where the AI Autopilot does not have the answer, or the questions are of sensitive nature (such as a complaint), it will escalate the message to you or your team.
How does the AI handle abusive or inappropriate content, or requests it shouldn’t fulfill?
Autopilot will politely but firmly refuse any such questions or requests.
Will the AI get creative when answering questions?
It’s creative in the sense that it doesn’t simply copy paste the Knowledge content but crafts it into replies that fit the conversation naturally. But it will not make up any information and will stick to what is included in Knowledge - which is why it’s important for you to also review the Knowledge base and Suggestions regularly to make sure the source of truth for Autopilot is up to date.