Weekly Product Update: June 15

AI Escalations

Autopilot can now intelligently hand off conversations to a human when specific conditions are met. Write plain-language escalation rules — no technical setup required — that tell EnsoAI exactly when to step aside and route a conversation to your team.

Find it under Knowledge Base → EnsoAI → Escalations.

🖼️ Image: Escalations list — Knowledge Base → EnsoAI showing Safety rule scoped globally (Slack file: F0B7LG9PVDX)

Example escalation rules

• Escalate when a guest reports a safety issue, injury, or something broken in the unit

• Escalate when a guest is angry or threatens a bad review

• Escalate when a guest asks about a refund or chargeback

Each rule supports

• A name and plain-language description of the condition

• Scope — apply globally, to a listing group, or to a single listing

• Optional guest tags applied automatically when the rule triggers

🖼️ Image: Escalation rule detail — Safety rule with plain-language instruction field and guest tag “safety-escalate” (Slack file: F0B8D0CU45N)

What happens when a rule fires

• The conversation appears in a new "Escalated by Autopilot" saved view (⚠️) so nothing gets missed

• An internal note is added to the thread explaining the escalation reason and suggested next steps

• Your chosen guest tags are applied, plus an automatic “escalated by autopilot” tag

• Each rule escalates once per guest — no duplicate alerts on the same conversation

🖼️ Image: Inbox — Escalated by Autopilot saved view selected, with an EnsoAI internal note showing escalation reason and suggested next steps (Slack file: F0B7JMCGUN6)

Booking Calendar for Every Reservation

The booking calendar — previously available only in the Upsell approval flow — is now accessible for every reservation directly from the inbox. Without leaving the conversation, see the current stay in context alongside nearby bookings on the same listing.

How to access it

1. Open any guest thread in the inbox

2. Open the Reservations panel on the right

3. Click “View Booking Calendar”

🖼️ Image: Reservations panel showing the View Booking Calendar button for an upcoming reservation (Slack file: F0B971PCARJ)

What the calendar shows

• Current stay highlighted in blue

• All nearby bookings on the same listing shown in grey

• Gaps between bookings displayed (e.g., “1d 4h gap”)

• Arrow buttons to navigate week-by-week (±30 days)

🖼️ Image: Booking Calendar modal — current stay in blue, adjacent booking in grey, gap label between stays (Slack file: F0B901TMDTP)

Boarding Pass Performance Optimization

The boarding pass and keycard guest app has been migrated to a modern build system (Vite) that significantly reduces load times. This is a behind-the-scenes upgrade — nothing changes visually, but the app is noticeably faster and easier to maintain going forward.

What improved

• Boarding pass and check-in flows load faster

• The entire guest app feels snappier

• New features and fixes ship to guests sooner

• Automated tests added for boarding pass and Stripe payments to catch issues early

No action required — this is a pure performance upgrade with no visual changes.

Resumable Manual Booking Resync

Manual booking resyncs can now be resumed if they fail partway through due to an external issue such as an expired token or rate limiting. Instead of restarting from scratch, the sync picks up from where it left off — a significant time saver for accounts running full historical syncs.

🖼️ Image: Manual Booking Sync panel — failed status showing 21,574 items synced and a Resume Sync button (Slack file: F0B9S5TA6LR)

Key details

• Applies to failures caused by external factors (token expiry, rate limits), not platform errors

• Resume picks up from the last successfully synced item — no duplicated work

• Particularly useful for full historical syncs covering months of bookings

• A “Resume Sync” action is available in the sync status UI after a failure

Have questions about any of these updates? Reach out to the Enso Connect team or your Customer Success Manager.