Running your AI on autopilot works well until a guest sends something critical. Supahost handles this with escalations: the AI answers routine questions and hands the sensitive ones straight to you. Once you configure which topics the AI should escalate, you'll get a call whenever necessary.
Inside Supahost
Setting up escalation topics
Go to AI Settings > Escalation Topics. This is where you choose which topics the AI should not respond to and instead escalate to you. Refunds, complaints, anything you would rather handle yourself.
Topics are set per listing or for a group of listings, so each property can have its own rules. If you are not sure where to start, tap Add most common topics and Supahost generates a starter set for that listing. Edit it, add your own, done.
Configuring notification-based escalations
When an escalation fires, Supahost sends a push notification to your device so you know immediately that a conversation needs your attention. You do not need to have the app open , the notification comes through like any other alert on your phone.
To enable this, go to AI Settings > Escalation Notifications and make sure push notifications are turned on for your account. Make sure notifications are also enabled for the Supahost app in your phone settings.
Configuring calls as escalations
On the Pro plan, Supahost can call you or a team member when an escalation fires. This is useful for time-sensitive situations — a guest locked out at the door, a last-minute issue before check-in, anything that needs a real response in minutes rather than whenever you next check your phone.
To set this up, go to AI Settings > Escalation Notifications. From there you can assign team members to receive escalations. Each member can be scoped to specific properties or all of them. You set their working hours so escalations outside those hours route to the next available person or fall back to you. And you choose the notification type: push notification or phone call. For urgent situations like a guest unable to enter, a call makes sure it does not get buried.
Choose how you want to be alerted
How the AI decides to escalate
Two things trigger an escalation. The first is your topics: if a message lands on one of them, the AI steps back instead of replying.
The second is confidence. When the AI is unsure how to answer, it does not guess. It flags the conversation as AI unsure, please review and waits for you.
Every escalation lands in one place: the Needs your attention queue on your home screen. Escalated conversations and AI suggestions waiting on you, all in one list.
This is the first thing worth checking each morning. Routine messages were handled overnight but you may have some conversations that the AI redirected to your team or to you.
Replying, then resuming
Open an escalated conversation and reply yourself. The moment you send a manual message, Supahost pauses the AI for that chat so it never talks over you. It resumes automatically when the timer ends, or you can tap to resume autopilot now.
Throughout, anything the AI sent stays marked Sent by AI, so you always know what came from you and what came from your AI Autopilot.
Your AI mode still applies
Escalations follow the AI mode you set per property. On Autopilot the AI replies on its own and only escalates the topics and low-confidence cases. On Copilot it drafts replies for you to review before sending. On Off, nothing goes without you.
If you are trying Supahost for the first time, start on Copilot for a few hours. Watch what the AI escalates and what it answers. Once you trust the line it draws, switching to Autopilot is one toggle.
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