Auto-Triage lets Concierge handle guest-reported issues end to end in Autopilot mode. When a guest reports a problem (a dishwasher that won't drain, WiFi that's down, AC that won't cool), Concierge finds the matching Blueprint article, sends the guest the troubleshooting steps from that article, and asks whether the issue is fixed. If the guest says it's fixed, no task is created. If the guest says it's still happening, Concierge automatically creates a Smart Task with the full triage context and lets the guest know the team is on it.
Triage from Blueprint
There is no separate troubleshooting-steps field. Concierge reads the matched Blueprint article and pulls out only the section relevant to what the guest reported.
1,000-character limit: Concierge only uses Blueprint articles that are 1,000 characters or shorter. Blueprint content is stored in segments of roughly this size so Concierge can search it. An article longer than that gets split across segments, which can separate related information (for example, a troubleshooting step from the condition it applies to). To avoid giving guests partial or mismatched answers, Concierge skips over-limit articles entirely. This applies to everything Concierge does, not just Auto-Triage: an over-limit article won't be used to answer guest questions, troubleshoot issues, or offer upsells. Clients can still save longer articles, but there will be a flag for those over the limit denoting the article won’t be referenced by Concierge.
Note: This limit applies to all Concierge users, not just companies using Auto-Triage. Concierge may stop answering questions it answers today if the information lives in an article over 1,000 characters.
Today, Concierge can use every Blueprint article. With the Auto-Triage release, each article also gets a Concierge toggle (default On) so clients can exclude specific articles, such as internal-only procedures, from everything Concierge does.
Copilot vs. Autopilot
Autopilot: Full Auto-Triage. Concierge troubleshoots with the guest directly and auto-creates Smart Tasks when issues aren't resolved.
Copilot: Auto-Triage is not available. Concierge keeps its existing Copilot behavior: it suggests a reply and suggests a Smart Task for a user to create in 1–2 clicks.
Enabling Auto-Triage
Auto-Triage is off by default.
Prerequisites
Messaging and Concierge are active on the account.
Concierge is set to Autopilot.
The user enabling it is a company Administrator.
Blueprint has articles covering the most common guest-reported issues. Without a matching article, Concierge does not troubleshoot and falls back to suggesting a task.
Steps to Enable
Go to Settings → Messaging → Concierge → AI Issue Triaging.
Turn on Enable issue triaging.
Decide whether to use a custom message for guests when an issue is escalated (Issue escalation message). This step is optional. If it's left off, guests receive a default confirmation message generated by Concierge.
Choose the triage timeout (how long Concierge waits for a guest reply before sending a follow-up).
Note: “No timeout” means that there is no timeout period. If the guest does not reply, Concierge will not send a follow up message at all.
Review Blueprint: turn off the Concierge toggle on any article with internal-only content or content Concierge should not reference, and shorten or split any article over 1,000 characters. Having articles within the 1,000 character limit affects all Concierge answers, not just auto triage.
Levels of Control
Company: Enable issue triaging in AI Issue Triaging settings turns the feature on or off for the whole company.
Blueprint article: Each article has a Concierge eligibility toggle (default On). Turning it off removes the article from all Concierge behavior, not just triage.
Property: There is no property-level Auto-Triage control in beta; Auto-Triage is on or off for the whole company. Once live, if Concierge is turned off for a property, Concierge doesn't run there at all: it won't answer guest questions, won't triage issues, and won't take any other action. If a property is set to Copilot while the company is in Autopilot, Auto-Triage skips that property.
Issue Triage
Issue Triage is the guest-facing half of the feature. When a guest reports a problem, Concierge tries to resolve it with the guest using your own Blueprint instructions before involving your team.
How it Works
Issue detection: Concierge classifies each inbound guest message. Reported issues (broken appliance, access problem, cleanliness complaint, HVAC issue, etc.) go to triage. General questions follow normal Autopilot question-answering.
Blueprint lookup: Concierge searches for a Blueprint article matching the issue. Articles toggled off for Concierge, and articles over 1,000 characters, are never used.
Match at or above the Autopilot confidence threshold: Concierge starts guest-facing troubleshooting.
Match below the threshold: Concierge does not message the guest. It falls back to Copilot behavior and shows the near-match steps to the user as a suggested reply.
No match: Concierge falls back to Copilot behavior and suggests a Smart Task. It never makes up troubleshooting steps that aren't in Blueprint.
Troubleshooting message: When the matched article has steps the guest can reasonably do, Concierge sends them in one message to the guest. No task is created or suggested at this point.
Only the section relevant to the reported issue is used; unrelated content in the same article is ignored.
If the guest says they already tried something, Concierge doesn't tell them to try it again.
If an article mixes guest steps with staff-only steps (e.g. "escalate to Maintenance if not resolved"), Concierge sends only the guest steps. It may say more help is available if those don't work, but doesn't ask the guest to do the staff steps.
If the article contains only staff-only steps, Concierge doesn't troubleshoot with the guest. It falls back to Copilot behavior and suggests a Smart Task.
Resolution check: Based on the guest's reply:
Guest says it's fixed: No task is created. A conversation history event and an AI Activity Log entry record that Concierge resolved the issue.
Guest says it's still happening: Concierge creates a Smart Task (see Smart Task Escalation below). There's no second round of steps.
Inactivity follow-up: If the guest doesn't reply within the triage timeout, Concierge sends one follow-up asking whether the issue is resolved. If the guest then says it's fixed, no task is created. If the guest still doesn't reply, Concierge takes no further action and no task is created.
The example below is of Concierge troubleshooting an issue and automatically creating a smart task when the guest confirmed the issue was not resolved. You can also see that it sent a follow up message after the designated timeout period (10 minutes) to check back in the with the guest.
Below is the task flyout of the smart task that was automatically created:
The example below is of Concierge troubleshooting an issue with a guest. When the guest confirms that their issue was resolved, Concierge did not escalate the issue further.
Optimizing Issue Triage
One article per issue: Give each common issue (dishwasher, WiFi, HVAC, hot water, pool heat, garbage disposal) its own article. These are the highest-volume issue types in Messaging task data.
Stay under 1,000 characters: Articles over the limit can still be saved but aren't used by Concierge for anything, including answering guest questions. Split long catch-all articles into shorter, single-issue ones. The character count shows in the article editor as you write.
Lead with what the guest can do: Write guest-actionable steps plainly (what to check, what to press, what to wait for).
Keep internal content out of guest-eligible articles: Concierge reads the full article, so staff phone numbers, vendor contacts, and internal escalation paths can reach a guest. Put internal-only procedures in a separate article and turn its Concierge toggle off.
Keep it company-wide: Blueprint is company-level. Write steps general enough to apply to most properties; property-specific troubleshooting isn't supported yet.
Review the AI Activity Log: Use Open Blueprint on any triage that went wrong to jump straight to the exact article Concierge used and fix it.
Smart Task Escalation
When Concierge can't resolve an issue with the guest, it automatically creates a Smart Task for the team, with the triage context attached, and confirms to the guest that the issue has been handed off.
How it Works
Trigger: A task is created when any of these happens:
The guest confirms the issue persists after receiving troubleshooting steps.
Concierge detects a safety-critical issue (see Guardrails).
Task creation: Concierge creates a Smart Task using the fields in the table below.
Guest confirmation: The guest receives a confirmation message: the custom Issue escalation message if one is set, otherwise the default message. Safety-critical issues are the exception (see Guardrails).
Task assignment: If an assignee is specified for that item in Blueprint, the smart task will be automatically assigned to the assignee(s). If no assignee is specified, the smart task will remain unassigned.
Note: During the beta, there will be no guest status updates.
What's on the auto-created task
Note: When the Blueprint article has no assignee, the task is created unassigned.
Sample auto-created Smart Task with the assignee listed in Blueprint automatically assigned:
Optimizing Smart Task Escalation
Set Department and Task Assignees on troubleshooting articles: This is the only way to route auto-created tasks to a specific person. Articles without an assignee produce unassigned tasks.
Customize the escalation message: Use it to set accurate expectations (e.g. who will follow up and roughly when). Keep it under 200 characters.
Watch for false positives in beta: Review "AI created a task" entries in the AI Activity Log and use View Task to check whether each task was a real issue.
Guardrails and Edge Cases
Safety-critical issues: For safety concerns, injuries, gas leaks, flooding, or other emergencies, Concierge skips troubleshooting and immediately creates an Urgent Smart Task. These categories are defined by Breezeway and can't be changed by clients.
No message is sent to the guest when an emergency is detected; only the task is created.
Duplicate reports: If the guest reports an issue that already has an open task for the same reservation and issue type, Concierge doesn't create a new task. It acknowledges the report and references the existing task.
Staff takeover: If a user starts typing or sends a message while triage is in progress, triage pauses, the same as Autopilot's existing dismiss behavior.
AI Activity Log
Every triage attempt is logged automatically to the AI Activity Log (All view).
How it Works
Outcome: Each entry shows if Concierge created a task or if Concierge followed up with a guest on troubleshooting guidance (if no response was received and a timeout period was specified).
Reason: Task entries show why Concierge escalated: Issue not resolved or Emergency detected.
Open Blueprint: Opens Blueprint in a new tab. (The article can be searched using the search bar)
View Task: Any Smart Tasks created as a result of Auto Triage are hyperlinked and clicking the link opens the task in a flyout inside the Activity Log.
Optimizing the AI Activity Log
Review triage entries weekly during beta: Check that resolved issues stayed resolved and that created tasks were real issues.
Fix content at the source: When a triage used the wrong or weak steps, use Open Blueprint or Update Blueprint and edit the article directly. Editing the article is what changes future behavior; feedback alone does not.
Auto-Triage and Assist
When it Autopilot mode, Concierge will automatically answer guest messages. If Concierge encounters a message it can’t answer within the specified confidence threshold, it will default to Copilot mode, at which point it will enter Assist’s queue to review/answer.
Any issues that should only be handled by Assist (for example: safety issues or issues that can only be escalated internally) should have the Concierge source option toggled off so that Concierge won’t use the info in its responses.
Notifications
Auto-created tasks: No new notification type. Task notifications follow whatever task alert settings the client already has.
Copilot fallbacks: When Concierge falls back to suggesting a task (no matching article, low confidence, or staff-only steps), the existing AI Suggests a Task notification applies.
Guest-facing: The guest receives the escalation confirmation message when a task is created (except for emergencies). Guests don't receive task status update texts for Concierge-created tasks during beta.
Settings and Guardrails
Auto-Triage settings live at Settings → Messaging → Concierge → AI Issue Triaging. The section is hidden when Concierge is in Copilot mode.
Enable issue triaging: On or Off. Default is Off.
Confidence threshold: No separate setting. Auto-Triage uses the existing Autopilot Confidence Rate: Medium (~70–75%), High (~80–85%), or Very High (90%+). Default is High.
Issue escalation message: Toggle plus a text field for a custom message sent to the guest when a task is created. Default is off.
When off or empty, guests receive the default message: "I've reported this to our team and someone will follow up with you shortly. Is there anything else I can help with?"
The field has a hard 200-character limit.
Triage timeout: How long Concierge waits for a guest reply before sending a follow-up: 10 minutes, 15 minutes, 30 minutes, 60 minutes , or No timeout. Default is 15 minutes.
Blueprint article settings
Concierge eligibility toggle: Per article. Default On. When off, the article is excluded from all Concierge behavior (questions, triage, and upsells).
1,000-character limit: Soft limit. Articles over 1,000 characters save normally but aren't used by Concierge for any behavior (questions, triage, or upsells), and the editor shows a state recommending the article be shortened or split. The live character count displays in the editor.
Department and Task Assignees: Optional per article. Used on tasks Concierge creates from that article.
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