Escalation
When Morph stops and asks you
Morph escalates instead of answering when the right reply depends on you or on facts it does not have. Typical reasons:
- An urgent problem or a safety issue at the property.
- A complaint, a refund request, or possible damage.
- An exception that is your call, such as early check-in or late checkout.
- A fact missing from your listing and AI Guides.
- The guest asks to speak to the host.
- A booking decision, such as a request to book.
- A request that could break a policy.
Each escalation is marked emergency, urgent, or normal. The level sets how quickly you are reminded. You can adjust what Morph escalates with the escalation rules in your Global guide; see AI Guides.
Review badge
What the pink Review badge means
A Review badge on a conversation or task means something needs your decision. Click it to open Why this needs review, which lists each reason separately.
- 1Read the reason and the guest message it refers to.
- 2Reply, approve or edit the draft, or take the action outside Morphic.
- 3Click Mark as reviewed on that reason once Morph no longer needs to track it.
A Copilot draft waiting for approval appears as a Review Draft card in the conversation, with Reject, Edit, and Send.
Open guest requests
Requests stay open until they are actually handled
Morph checks every guest message for requests, such as extra towels or a late checkout. A request stays open while it still needs a reply or an outcome, and the conversation keeps its Review badge.
- A courtesy reply such as “we're on it” does not close the request.
- Each open request has its own Mark as reviewed, so handling one does not hide another.
- If an open request is escalated, it follows the reminder schedule below.
Settings → Notifications
Choose where alerts reach you
Each alert category can go to the in-app activity feed (always on), browser or phone push notifications, and, for some categories, WhatsApp.
| Category | Sent when | Default |
|---|---|---|
| Escalations | Morph cannot resolve an issue and needs you to step in. | Push and WhatsApp |
| Drafts | A Copilot draft is ready for your review. | Push and WhatsApp |
| New guest messages | A guest writes in a Manual conversation. | Push |
| Operational exceptions | An operating task or reviewed action needs you. | Push |
WhatsApp alerts need a verified WhatsApp number; connect one in Settings → Profile → Assistant channels (see Morph on WhatsApp). There are no email notifications.
Reminder schedule
One reminder per escalation, timed by urgency
You are notified as soon as something is escalated. If it is still unresolved, Morph sends a single reminder:
| Urgency | Reminder after | Quiet hours |
|---|---|---|
| Emergency | 15 minutes | Sent at any time |
| Urgent | 2 hours | Held until morning |
| Normal | 12 hours | Held until morning |
| Booking decision | 12 hours, always within 23 hours of the request | Held, but still before Airbnb's 24-hour deadline |
- Reminder quiet hours are 22:00–08:00 in your account timezone.
- Outside emergencies, you get at most one push or WhatsApp reminder per hour; anything else in that hour waits in the app.
- In Copilot, an escalation often arrives with a proposed reply draft. It follows this schedule until you send, edit, reject, or mark it as reviewed.
Two kinds of quiet hours
FAQ
Escalation and reminder questions
Will Morphic keep pinging me about the same issue?
No. After the first notification, each escalation gets one reminder at most, timed by urgency. Outside emergencies, Morph sends at most one push or WhatsApp reminder per hour and holds reminders during night-time quiet hours.
Does Morphic send email notifications?
No. Alerts go to the in-app activity feed, browser or phone push notifications, and WhatsApp if you have connected your number.
Does a quick 'we're looking into it' reply close the guest's request?
No. An acknowledgement keeps the guest informed, but the request stays open until it is actually handled and you mark it as reviewed.
What happens if I have push and WhatsApp alerts turned off?
Escalations still appear in the app, and Morphic shows a notice that you have no channel to receive alerts outside the app.