Smart Snippets can be used to customize your AI responses and reduce manual editing effort.
You can add Smart Snippets for topics that frequently appear in your reviews and provide relevant information you want the AI to include in the response regarding that topic (e.g., for topics such as expensive parking, construction noise, or great vegan breakfast).
Each smart snippet includes a detailed description of a topic (positive or negative) and a response snippet. Whenever the topic is present in a review, the response snippet is naturally integrated into the response.
Watch the video below for an example of how to set up Smart Snippets and how they are used in your replies:
Smart Snippet level and activation
Property Level:
Smart Snippets for a property can be added in the reply settings (top right corner of your inbox/reply generator). Property Snippets can be activated/deactivated (e.g., if a topic is currently not relevant) and edited by all users of a property.
Account Level:
Account Admins can also add Smart Snippets on Account level (e.g., general topics/philosophies that apply for all properties in the account). These snippets will be shown for all properties but can be activated/deactivated for each property by its users. However, Account Snippets can not be edited by Property Admins or Repliers. Account Snippets are added by the Account Admin in the Account Settings under "Account AI".
Creating Smart Snippets
1. Enter a description of your complaint or praise
Make sure this description is detailed enough for the AI to know when to use, and when not to use the Response Snippet.
Example:
vegan breakfast is not a good description since it does not specify the context in which the response snippet should be used (could refer to both, positive or negative comments on the vegan breakfast).
better: no vegan breakfast options or many vegan breakfast options
Checklist for the description:
refers to a positive/negative topic
is written broadly enough that the response snippet will be used in all relevant cases
is written detailed enough that the response snippet will be used in only relevant cases
Example:
no machine for hot drinks in the room: the AI will use the response snippet for all cases referring to the missing possibility of making hot drinks in the room (no coffee machine, missing kettle, no possibility to make tea)
makes sense, when the same response snippet should be used for all these cases
no coffee machine in the room: the AI will use the response snippet for all cases where a missing coffee machine is mentioned, but not when, e.g., a missing kettle is mentioned
makes sense, when the response snippet refers specifically to the missing coffee machine
2. Add a response snippet
by telling your AI assistant how you normally address this topic.
Your response snippet does not need to be written perfectly, but make sure it includes all the important information, you would like the AI to incorporate in the response.
After saving your changes you can directly go back to your Review Reply Screen and start answering your reviews.
From now on, your Smart Snippets will be incorporated naturally, whenever a complaint or praise is detected in a review.
Just like using templates - but without simply repeating your words!