What's happening
When a guest sends a message with multiple questions or requests (e.g., asking about availability AND a hot tub AND a pet policy in one message), Besty may only respond to one of them — typically the first or most prominent one it detects.
Why this occurs
Besty processes each message as a single task. When a message contains several distinct questions, it may prioritize one topic (especially if it's tied to a structured workflow, like an availability check) and not address the others in the same response.
What to do
Short term: If you notice Besty missed part of a guest's message, reply manually to cover the unanswered questions. You can also add a note in the conversation for Besty to reference going forward.
Long term: Add an instruction to your knowledge base: "When a guest asks multiple questions in a single message, make sure to address each question in your response before closing the reply."
Reporting recurring cases
If you notice a pattern where Besty consistently misses certain types of questions (e.g., always skips hot tub questions when availability is also asked), report it to your support channel with examples. This helps the team tune the AI's multi-intent handling for your account.