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Say it once, and every agent works your way. An agent rule is a standing preference, such as “Never offer late checkout”, that guest replies, flow steps, and Leah all follow.

  • Guest reply drafts, and replies that send automatically.
  • AI and personalized message steps, and agent steps, in your flows.
  • Leah, in every conversation.

A rule for one property applies only to work for that property. It wins over a rule for all properties. When a flow step’s own instructions say something different, the step’s instructions win.

A rule never gives an agent a new permission or skips an approval. The safety limits stay: an agent never promises a refund, a price, dates, or access details. Saved replies and flow message templates send as you wrote them, so rules do not change them.

Open Settings, then the Agent rules tab. Owners and administrators with the Guest messages permission can see it.

  • In Rule, write the preference, such as Sign every reply as the Lake House team.
  • Under Property, keep All properties or select one property.
  • Under Message type, select Every message, Booking requests, Inquiries, or Guest messages.
  • Select Add rule.

Use Booking requests for what every reply to a request must say or ask.

A rule can have up to 500 characters. A workspace can keep up to 50 rules.

  • Use the switch beside a rule to turn it off or on.
  • Select the pencil to edit a rule, then select Save rule.
  • Select the trash icon, then Remove rule. Replies that were already sent do not change.

When you add, change, pause, or remove a rule, Supahost clears the open drafts that the rule affects. The next guest message, or Suggest reply, writes a new draft that follows your rules.