How do Autopilot Workflows work?
Autopilot Workflows are Besty's SOP (Standard Operating Procedure) builder. They allow Autopilot to handle complex, multi-step guest situations automatically — not just simple Q&A, but branching conversations that adapt based on guest responses and trigger actions across your entire operation.
Video walkthroughs
What is a Workflow?
A workflow is a sequence of steps the AI follows when a specific situation arises. Each step can include sending a message, waiting for a response, checking a condition, updating the PMS, creating a task, or escalating to your team. Based on what the guest says at each step, the workflow branches accordingly.
You can see active workflows for any conversation in the Workflows tab inside the inbox, with a live step-by-step view of progress — completed steps shown in green, current step highlighted.
Example: Service animal inquiry
A guest messages asking about bringing a service animal. The workflow triggers automatically. Besty replies with the initial response, then asks follow-up questions to determine whether it's a qualified service animal — and based on the answer, either approves the request, declines, or escalates to your team.
Example: Early checkout
A guest says they're checking out early. The workflow triggers, texts the next cleaner assigned to that unit, and waits for a response — all without any human involvement.
Creating a Workflow
Workflows can be built from a library of pre-built templates (covering common situations and best practices) or created from scratch using plain natural language. Just describe what you want the AI to do:
"If a guest reports an issue, ask if it's plumbing or HVAC. If plumbing, give them the number 123-456-7890. If HVAC, create a task and follow up with the guest one hour later to confirm everything is resolved."
Besty converts your description into a structured workflow diagram. You can then edit individual steps, chat with the system to refine it further, and apply it to specific properties or listing sets.
What Workflows can do
Send messages to guests and wait for their response
Branch logic based on what the guest says
Check and update fields in your PMS
Check rental agreement or guest portal completion status
Create tasks for your operations team
Text or notify specific staff members
Escalate to a human at any point
Log into external systems on your behalf (e.g., thermostat platforms not directly integrated with Besty)
Turning your SOPs into Workflows
You don't need professionally formatted SOPs to get started. You can describe a situation in plain language, paste in an existing document, or even transcribe a voice recording of how your team handles something. Besty will structure it into an executable workflow. The goal is for every repetitive procedure your staff follows — involving guests, ops, locks, or any system Besty touches — to eventually run automatically.