1 · Find the conversation and choose its authority
Messages are where reply mode meets the real guest thread.
Open Messages → Guest to read the Airbnb conversation, see its booking context, filter by Copilot, Autopilot, or Manual, and find conversations marked Review. In message settings, AI Reply controls the default for new conversations; changing that default does not change an existing conversation.
Turning AI Reply off pauses AI drafts and automatic replies. It does not silently rewrite saved conversation modes. A direct host reply in Airbnb cancels the pending AI reply for that guest message.
2 · Pick the mode that matches the decision
Copilot
Morphic writes a reply draft. It sends only after you approve it.
Start here when you want help with wording while retaining a final send decision.
Autopilot
Morphic can handle trusted routine replies and asks you when judgment is needed.
Use only for routines you have checked; exceptions and real-world uncertainty still need host review.
Manual
You handle the conversation yourself.
Use it when you want to take over a thread or keep future messages in that conversation human-led.
Early check-in, late checkout, refunds, access uncertainty, complaints, safety, damage, cleaning status, and policy exceptions can depend on facts outside the message thread. Treat them as host decisions unless you have an approved, applicable rule.
3 · Review a draft or take over
Review means a host decision is still required.
Send
Approve and send the draft.
Edit
Change the wording, then send.
Reject
Discard the proposed draft.
The App gives the clearest view of the full thread, booking context, controls, and Guide settings. WhatsApp and web remain optional ways to access Morphic when a quick request or notification is more useful.
4 · Timing and Test AI
Check saved settings before assuming why a reply is late.
Autopilot timing affects automatic guest replies, not Copilot drafts. Current standard defaults are a one-hour new-burst wait and a 30-minute follow-up wait; quiet hours are on by default from 22:00 to 10:00 in the account timezone. Account and conversation overrides can differ, so check the saved values in the App.
Test AI lets a host try a question against the relevant listing, booking, and Guide context. It is a simulation: it does not send a message to the guest. Use it after changing an important rule or adding an answer.
5 · Keep Guide learning reviewable
A correction can suggest a better Guide. It does not create a permanent rule by itself.
Morphic can learn from imported host replies, substantive edits to AI drafts, and recurring guest questions. It checks available listing facts and Guides, conflicts, existing coverage, evidence, and the right listing or global scope before proposing a reusable improvement.
- Copilot keeps proposed Guide changes for your review.
- Autopilot can apply verified listing-scoped improvements; global and cross-workspace proposals still need review.
- Manual pauses scheduled learning; you can still edit Guides yourself.
Message-workflow boundary
Keep property facts and real-world promises under host control.
Use Airbnb for standard listing facts and the narrowest relevant Guide for additional host instructions. Morphic does not replace local cleaning, inspection, repair, emergency response, or host judgment. If a guest request depends on a live property condition or an exception, verify it before making a promise.
Image provenance: the mobile captures on this page are approved example, cropped, or de-identified product screens. They illustrate controls and workflow only; customer conversations, names, and property details are not published here.
Related Morphic decision pages