Yes. EnsoAI Agent is included at no extra cost on every Enso Connect account, under a fair-use policy that covers normal hospitality volumes. There's no per-message fee, no separate AI add-on, and no seat charge, you can turn it on the day you go live. If your usage is far outside typical patterns, we'll flag it and talk before anything changes.

With very little setup, connecting your PMS and switching on a few safe categories, most teams reach 60% of conversations handled end to end. From there it compounds: each round of feeding the Agent more context from your guidebooks, policies, upsells and past replies pushes the ratio higher. Teams that keep that loop going get up to 80% of all conversations automated.

Configurability. Enso Connect is built for hospitality businesses of every shape and size. Single-market operators and thousand-unit portfolios run on the same system. Most tools give you one AI switch and ask you to trust it. Enso lets you decide exactly what the Agent may speak about and what it must never touch, per category, per channel, per listing group. And the Agent draws on your live operations, not a document you have to remember to update.

Once your PMS is connected, the Agent already knows your reservations, listings and guest details. Most teams start in draft-only mode the same day, review a batch of suggested replies, then hand the first categories over to Autopilot within a week.

From your PMS, your Boarding Pass content, your workflows, your policies and knowledge base, and any document you upload. Every reply shows its thinking steps and the source it used, so you can see why it said what it said. You fix the source, not the message.

It doesn't guess. Low-confidence conversations either stop at a draft for your team to approve, or escalate straight to a human with the full context attached. Anything outside your approved categories never gets sent automatically.

Yes, by listing, group, tag or any permutation you use to organise your portfolio. Say "aloha" in Hawaii and "howdy" in Texas, enforce a different pet policy per building, or restrict late check-out answers to one market only.

Airbnb, Booking.com and Vrbo threads, plus SMS, WhatsApp and email, all in one unified inbox. You choose which channels Autopilot may answer on and which stay human-only.

It replies in the language the guest writes in, and can translate your existing guides and upsell content so the whole experience matches, not just the messages.

That's your call. Replies follow your brand voice, and you can add a human-like send delay or disclose AI explicitly. Either way a guest can always reach a person, asking for one is itself an escalation trigger.

Yes. Run it 24/7, or only outside your team's working hours so nights and weekends are covered without changing how your day shift works.

It can surface the right upsell at the right moment and point guests to checkout, and share access details only when your rules allow, for example after verification is complete and the balance is paid.

You get automation ratio, response time, escalation rate, guest sentiment and upsell revenue per category, plus benchmarks against anonymised data from operators across 60 countries, so you know whether 55% is good for your portfolio type.

Your content and conversations stay yours and are used to serve your account. Benchmarks are aggregated and anonymised. Nothing identifying ever leaves your account, and no guest data is used to train third-party models.

No. The Agent already reads your guidebooks, upsells, fees, verification steps and workflows. Upload a PDF or CSV for anything that's missing, and it will suggest new knowledge entries whenever it notices your team answering the same question twice.