AI Agent

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What this helps you do

The AI Agent helps your team answer questions, draft replies, find records, and complete approved work. It uses the instructions, documents, connected accounts, and permissions you set in AI Hub.

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Before you start

• Set up the agent in AI Hub.
• Add clear instructions for tone, rules, escalation, and what the agent should never do.
• Add the documents and skills the agent can use.
• Connect the channels you want the agent to work in, such as Inbox, email, Slack, WhatsApp, SMS, Telegram, or meetings.
• Review action permissions before letting the agent send messages or change records.

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Write clear agent instructions

Good instructions tell the agent how to behave, what to use, and when to ask for help. Include:

• Your company voice and greeting style.
• The kinds of questions the agent may answer.
• The situations that need a manager, such as refunds, complaints, safety concerns, legal questions, and discounts.
• Rules for sending messages, creating tasks, and changing records.
• Words or promises the agent should avoid.

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Connect channels

The agent can work in connected channels when your team enables them:

• Inbox for guest, owner, vendor, and team conversations.
• Email for connected mailboxes.
• Slack for approved workspace channels.
• WhatsApp, SMS, and Telegram for supported messaging.
• Meetings for supported video calls and recaps.
• Workflows for repeat steps that include AI decisions or drafts.

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Control permissions

Permissions decide what the agent can read and what it can do. Use stricter permissions when the action affects money, guest promises, property records, or outside systems. Use approvals when a human should review the action before it happens. Common permission choices:

• Read property and reservation details.
• Draft replies without sending.
• Send replies after approval.
• Create tasks or comments.
• Start a workflow.
• Update approved records.

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Look up operating details

The agent can answer questions using records it is allowed to read. Common lookups include:

• Reservations - dates, property, guest count, contact details, notes, and available stay details.
• Properties - check-in notes, amenities, access instructions, owner details, and custom fields.
• Availability - open dates and matching properties when connected reservation data is available.
• Tasks - status, assignee, due date, comments, checklist progress, and related property.
• Reviews - ratings, comments, response drafts, and related stays.
• Contacts - guest, owner, vendor, and prospect details.

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Use documents, skills, and memory

AI Hub controls the agent’s approved knowledge.

• Documents are policies, SOPs, property instructions, and reference material.
• Skills are step-by-step instructions the agent can follow.
• Memory helps the agent remember approved preferences and repeat procedures.
• Permissions decide which agents can use which documents and skills.

Use separate agents when different jobs need different rules. For example, one agent may handle guest replies while another supports owner updates or team operations.

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Read Slack files and shared context

When Slack is connected and permitted, the agent can use supported channel messages and files. It can summarize shared text files, describe supported images, and use that context while answering team questions. Before relying on Slack context:

• Confirm the Slack account is connected.
• Confirm the agent is allowed to read the channel.
• Keep private or sensitive files out of channels the agent can access.

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Use the AI chat sidebar

The AI chat sidebar is the fastest place to ask the agent for help while you work.

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Review linked records in chat

When the agent references a record, Trellis can show record pills, inline lists, and detail panels. Use these to check the source before you act. You may see:

• A reservation, property, task, contact, review, or workflow link.
• An inline list, such as several matching tasks or reservations.
• A detail panel with the related record and a breadcrumb trail when you click deeper.

This is useful when you want to verify an AI answer without leaving your current work.

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Review agent activity

Use Insights > Pulse to review recent AI activity. Pulse helps managers see what the agent did, where it happened, and whether anything needs attention. Activity details can show:

• The conversation, task, property, or reservation involved.
• The action the agent took.
• The result or error.
• Any approval that is still waiting for review.

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Meetings

When meetings are connected, the agent can join supported calls, take notes, and prepare summaries. Use this for owner calls, team handoffs, vendor discussions, and operating meetings where Trellis context is useful. Before enabling meeting joins:

• Which calendar or meeting account is connected.
• Which meetings the agent may join.
• Who receives recap emails.
• Whether meeting notes should be shared with other agents in your workspace.

Meeting tools can help with:

• Joining supported Google Meet, Zoom, or Microsoft Teams links.
• Taking notes during a call.
• Preparing a recap with action items.
• Linking meeting notes to properties, reservations, or tasks.
• Letting your team ask follow-up questions about the meeting.

Use meeting join rules carefully. Many teams start with external customer or owner calls, then add team meetings only after reviewing how notes are shared.

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Set up each channel

Each channel needs its own setup and permissions.

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Use workflows and scheduled work

The agent can help with repeat work when a workflow includes AI steps or when your team asks it to start an approved workflow. Good uses include:

• Drafting a guest reply that waits for manager approval.
• Creating a task from a conversation.
• Reviewing a booking question before check-in.
• Preparing a daily summary for managers.
• Notifying the team when a sensitive issue needs review.

Keep approvals on workflows that send messages, change records, or affect money.

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How to check it worked

• The agent uses the tone and rules from AI Hub.
• Drafts include the right guest, reservation, property, or task details.
• Any message or record change appears in the related conversation, task, workflow, or activity history.
• Pulse shows the completed action or the reason it needs attention.
• Pending approvals are visible to the right reviewers.

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Common problems

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