How to manage guest conversations in FH Agent

  • Updated

By default, all FH Agent workspaces are enabled with AI-only settings so that no human is needed in the loop. However, human handoff can also be configured if needed.

All guest conversations appear in the FH Agent workspace inbox. In this inbox you can monitor guest conversations, respond when needed, and resolve issues with assistant responses. This help page describes how to monitor performance, what patterns indicate training gaps, and how to handle conversations that require human follow-up.

Each conversation typically includes:

  • Communication channel
  • Conversation status
  • Message history
  • Whether the assistant responded or escalated

Reviewing conversations regularly helps you identify training gaps and resolve issues like inaccurate responses.

Review conversations

To review FH Agent's conversations:

  1. Log into your FareHarbor Dashboard.
  2. Navigate to Settings > Communications > FH Agent > open your FH Agent workspace.
  3. Open your workspace inbox.
  4. Open a conversation thread.
  5. Identify unclear answers, repeated questions, or unnecessary escalation.

Update training for repeat issues

Once you have identified missing or unclear information in FH Agent's responses:

  • Update FAQs, business information, or assistant instructions.
  • Confirm that your FareHarbor listings match expected responses and vice versa.

Respond to conversations that require follow-up

Some conversations require human follow-up. Examples include refund requests, complaints, complex booking changes, custom group questions, and exceptions to standard policies.

To respond to conversations that require follow-up:

  1. Open your FH Agent workspace inbox.
  2. Locate and open the relevant conversation thread.
  3. Respond directly to the guest.

Conversations that could require human follow-up relate to refunds, complaints, or complex booking changes.

Resolve missing, unclear, or weak answers

If FH Agent does not respond as expected, the issue usually relates to training content, enabled actions, or channel configuration.

Common causes for weak answers include:

  • Missing training information
  • Restricted topics
  • Disabled booking actions
  • Incomplete FareHarbor listing content

Start with recent conversations when you troubleshoot. The conversation thread usually shows whether the issue is missing knowledge, a restricted topic, a disabled action, or a disconnected channel.

To resolve missing, unclear, or weak answers:

  1. Review recent conversations in the FH Agent workspace inbox.
  2. Identify the topic that failed.

Tip: Check whether the answer should come from FareHarbor listings, FAQs, business information, or assistant instructions.

  1. Add or update relevant training content.

Resolve channel connection issues

In some cases FH Agent's reply might be incomplete or escalated due to channel connection issues.

To resolve channel connection issues:

  1. Open the affected conversations in the FH Agent workspace inbox.
  2. Verify channel credentials and provider settings.
  3. Confirm the integration configuration is still valid.
  4. Confirm the channel is still connected.

This check is especially important for channels such as WhatsApp, SMS, phone, and email.

Resolve frequent escalations

Frequent escalations from FH Agent to human support are a symptom of:

  • Insufficient training materials for FH Agent.
  • A need for better handoff calibration.

To resolve frequent escalations:

  • Confirm the assistant has enough training content to answer common questions.
  • Review whether handoff settings are not strict enough.
  • Review whether restricted topics are broader than they need to be.