> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thinkrr.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Hostaway Integration

> Learn how to connect your Hostaway account with thinkrr, configure the Property Concierge inbound agent, and use outbound scenario templates to automate guest communications.

## Overview

The **Hostaway connection** with thinkrr gives property managers an end-to-end automation system for short-term rental (STR) operations. Once connected, your Hostaway account syncs property data directly into thinkrr, powering both **inbound** and **outbound** AI experiences through the Property Concierge and prebuilt scenario templates.

Thinkrr automatically imports per-property details — guest information, check-in/out times, amenities, Wi-Fi, directions, and notes — so your concierge can respond with accurate, up-to-date information at any time. Guests can interact with your concierge via phone or web, and you can automate proactive calls like **Welcome Calls** and **Post-Stay Surveys** through the outbound tab.

> 💡 You can also manually add and configure properties directly in thinkrr if Hostaway is not connected.

This guide covers:

1. Connecting your Hostaway account to thinkrr
2. Configuring the **Property Concierge** inbound agent
3. Using **outbound call templates** for Welcome Calls and NPS Surveys
4. Applying **Knowledge Packs** to properties to enhance guest interactions

***

## Details

* **For Guests**
  * **Pre-Arrival:** Automatically provides key details like directions, door codes, and house rules.
  * **During Stay:** Offers help with amenities, Wi-Fi, and nearby recommendations, using synced or manually added property data.
  * **Post-Stay:** Can initiate follow-up calls (e.g., NPS or feedback collection) automatically from configured scenarios.
* **For Property Managers**
  * **Always-On Support:** Guests can call or chat 24/7 through the concierge.
  * **Automatic Accuracy:** All responses are drawn directly from Hostaway or manual property configurations.
  * **Reduced Workload:** Common guest questions are handled instantly, freeing time for high-priority tasks.
  * **Scalable Setup:** Each property automatically includes its own inbound and outbound configurations.
  * **Built-In Templates:** Quick-start outbound scenarios like **Welcome Call** and **NPS Survey** come pre-filled and ready to activate.
* **Behavior & Guardrails**
  * The concierge only uses synced Hostaway data or explicitly configured fields.
  * Agents will escalate calls rather than guess answers for unconfigured or private details.
  * Access to private property data (e.g., door codes) is only given to verified guests.

***

## Connect Your Hostaway Account

<Steps>
  <Step title="Open Marketplace">
    * Navigate to the **Marketplace** section within your Hostaway dashboard.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/dnkADbYhJ3YCdwrD/host1.png?fit=max&auto=format&n=dnkADbYhJ3YCdwrD&q=85&s=505e47db9120798146b26f339da0b066" alt="Marketplace Pn" width="1920" height="946" data-path="host1.png" />
    </Frame>
  </Step>

  <Step title="Search for thinkrr">
    * Search for the **thinkrr** app integration and click **Connect**.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/dnkADbYhJ3YCdwrD/host2.png?fit=max&auto=format&n=dnkADbYhJ3YCdwrD&q=85&s=4969b45fde20382ff10e7a2f8a6dd4b9" alt="Search Thinkrr Pn" width="1920" height="946" data-path="host2.png" />
    </Frame>
  </Step>

  <Step title="Create API Key">
    * Click **Create** to generate a new API key within Hostaway.\
      This enables secure communication between Hostaway and thinkrr.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/dnkADbYhJ3YCdwrD/host3.png?fit=max&auto=format&n=dnkADbYhJ3YCdwrD&q=85&s=e40c9c6887980cdd44cf49d17efb825c" alt="Create API Key Pn" width="1920" height="946" data-path="host3.png" />
    </Frame>
  </Step>

  <Step title="Copy ID and Key">
    * Copy your **Account ID** and **API Key**, then paste them into thinkrr when prompted.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/dnkADbYhJ3YCdwrD/host4.png?fit=max&auto=format&n=dnkADbYhJ3YCdwrD&q=85&s=05256f3a8ebcaec4068ff0dc2d6f398c" alt="Copy Key Pn" width="1920" height="946" data-path="host4.png" />
    </Frame>
  </Step>

  <Step title="Open Profile Settings in thinkrr">
    * From your thinkrr dashboard, go to **Profile Settings**.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/Z5iUVf8n7Yd_m-7D/profileset.png?fit=max&auto=format&n=Z5iUVf8n7Yd_m-7D&q=85&s=f0ee78b48ff5ea787f7dcb8e08aa9fa8" alt="Profileset Pn" width="1920" height="1080" data-path="profileset.png" />
    </Frame>
  </Step>

  <Step title="Go to Integration Section">
    * Click the **Integration** tab to manage third-party services.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/Z5iUVf8n7Yd_m-7D/integrationstab.png?fit=max&auto=format&n=Z5iUVf8n7Yd_m-7D&q=85&s=a79963ec1af0d99a00afd0f14e800c3d" alt="Integrationstab Pn" width="1920" height="1080" data-path="integrationstab.png" />
    </Frame>
  </Step>

  <Step title="Enter Hostaway Credentials">
    * Locate the **Hostaway** panel and enter your **Account ID** and **API Key**.
    * Save settings to establish the connection.

    Once connected, thinkrr imports property data like addresses, amenities, Wi-Fi codes, and check-in/out times.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/dnkADbYhJ3YCdwrD/addcredentials.png?fit=max&auto=format&n=dnkADbYhJ3YCdwrD&q=85&s=9b634abf0e6e3045abfbb665b929f4da" alt="Addcredentials Pn" width="1920" height="1080" data-path="addcredentials.png" />
    </Frame>
  </Step>

  <Step title="Disconnect Hostaway">
    To disconnect, contact [**thinkrr Support**](https://thinkrr.ai/support).\
    Active calls in progress will complete normally, but no new calls will start after the integration is disabled.
  </Step>
</Steps>

***

## Property Management in thinkrr

Properties can be connected automatically through **Hostaway** or **added manually** in thinkrr. After connection or creation, properties appear in the **Property List** on the home screen. Selecting a property opens its **Property Detail View**, which includes three tabs:

1. **Inbound** – Manage your Concierge AI agent
2. **Outbound** – Configure and monitor call scenarios (e.g., Welcome Call, NPS Survey)
3. **Property Details** – View and edit property information (synced from Hostaway or entered manually)

> Outbound and inbound configurations become available only after a property is added — either manually or through Hostaway.

Each property automatically includes an inactive **Property Concierge** inbound agent, which can be activated or configured once the property setup is complete.

***

## Property Concierge Inbound Agent

<Steps>
  <Step title="Add Property">
    * Go to the **Properties** section from the thinkrr sidebar.
    * Click **Add New Property** to create a property entry for your concierge to reference.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/K1p7knhLYArXSXZS/addaprop.png?fit=max&auto=format&n=K1p7knhLYArXSXZS&q=85&s=60483267c2bf60e94b6d90e45c655c6e" alt="" width="1723" height="1080" data-path="addaprop.png" />
    </Frame>
  </Step>

  <Step title="Configure Property Settings">
    * Open the new property and complete the setup fields, including:
      * Creation Method (Manual or Hostaway)
      * Property Name and Address
      * Description and Details
    * Save the configuration to make it available for Concierge assignment.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/K1p7knhLYArXSXZS/configthepro.png?fit=max&auto=format&n=K1p7knhLYArXSXZS&q=85&s=02b6e7d1833c321368dff82d8eef5f22" alt="" width="1421" height="1080" data-path="configthepro.png" />
    </Frame>
  </Step>

  <Step title="Create or Activate the Concierge">
    * Each property has one pre-created concierge agent (inactive by default).
    * You can **activate** it directly from the **Inbound** tab or create a new one manually if needed.
    * Choose deployment type:
      * Over the **phone**
      * On the **web** via a [Web Widget](/Web-Widget)
      * Or both

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/FiRS2Kp928eq841t/inboundhost.png?fit=max&auto=format&n=FiRS2Kp928eq841t&q=85&s=27ebd7ea8d7d77901407513a3c4ed922" alt="Conciergerole Pn" width="1920" height="980" data-path="inboundhost.png" />
    </Frame>
  </Step>

  <Step title="Configure the Concierge Role">
    * In the **Add New Agent** side panel, choose **Property Concierge** from the role dropdown.
    * If Hostaway is connected, select the synced property.
    * If Hostaway is not connected, select any **manually added** property from the **Properties** list.

    Each inbound role in thinkrr includes its own predefined fields. To use the [**Concierge**](/Concierge) role, ensure a property (Hostaway-synced or manual) is available.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/dnkADbYhJ3YCdwrD/conciergefields.png?fit=max&auto=format&n=dnkADbYhJ3YCdwrD&q=85&s=bca18c958f28768e5a15187624bb3d93" alt="Conciergefields Pn" width="1920" height="1080" data-path="conciergefields.png" />
    </Frame>
  </Step>

  <Step title="Configure Actions">
    * Scroll to **What actions can the agent take?**
    * Enable or disable available actions using toggle switches.\
      Configurations are retained even if toggles are turned off.

    **Supported Actions:**

    * **Call Transfer** – Route guest calls to another number or department, with hours and conditions.
    * **Phone Number Assignment** – Assign or update the concierge’s dedicated number.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/dnkADbYhJ3YCdwrD/conciergeactions.png?fit=max&auto=format&n=dnkADbYhJ3YCdwrD&q=85&s=141883a0fa0627c21a206b30d766f8be" alt="Conciergeactions Pn" width="1920" height="1080" data-path="conciergeactions.png" />
    </Frame>
  </Step>

  <Step title="Save and Test">
    * Click **Save Agent** or **Save & Test Agent** to simulate a call.
    * Test and adjust configuration based on call flow.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/kyqxJ3lGoBrlunut/images/saventest.png?fit=max&auto=format&n=kyqxJ3lGoBrlunut&q=85&s=f8c2d04acf4c1a9ea9101028c7ce3209" alt="Saventest Pn" width="368" height="82" data-path="images/saventest.png" />
    </Frame>
  </Step>
</Steps>

***

## Outbound Scenarios for Hostaway

The **Outbound** tab inside each property’s detail view allows you to automate guest communication through pre-built outbound call Scenarios.\
These Scenarios are designed to improve guest experience and reduce repetitive manual outreach before and after a stay.

Once your Hostaway account is connected, each property in thinkrr automatically includes two outbound Scenarios:

* **Welcome Call** – A check-in follow-up call to greet guests and confirm their arrival.
* **NPS Survey** – A post-stay feedback call that collects guest satisfaction ratings and reviews.

> You can configure outbound Scenarios only after adding a property — either manually or through Hostaway.

You can enable, disable, or edit each Scenario directly from the property’s **Outbound** tab. When disabled, Scenarios remain inactive and won’t trigger any calls.

<Steps>
  <Step title="Access Outbound Scenarios">
    * From the main dashboard, open **Properties** and select the property you want to configure.
    * Navigate to the **Outbound** tab in the property’s detail view.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/t94E3KQGV_TpQ0dy/dashhost.png?fit=max&auto=format&n=t94E3KQGV_TpQ0dy&q=85&s=decc5a6edc52721b69ee5305b3ef8d02" alt="Search Thinkrr Pn" width="1920" height="980" data-path="dashhost.png" />
    </Frame>
  </Step>

  <Step title="Manage Scenarios">
    * Each property displays two pre-configured outbound Scenarios — **Welcome Call** and **NPS Survey**.
    * You can toggle each Scenario **on or off**, or open it to customize messages, timing, or behavior.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/Iu9jHiPp47fj5lCL/managescenarios.png?fit=max&auto=format&n=Iu9jHiPp47fj5lCL&q=85&s=d2e9dc220cac31801a38fa71a788e74f" alt="Search Thinkrr Pn" width="1920" height="980" data-path="managescenarios.png" />
    </Frame>
  </Step>

  <Step title="View and Edit Configurations">
    * Click any Scenario to open its configuration panel.
    * Adjust call scripts, timing, or escalation settings as needed.
    * Use **Save Changes** to apply updates immediately.

    <Frame>
      <img src="https://mintcdn.com/thinkrrai/CyXP3wYOyB8tTBmU/editscenario.png?fit=max&auto=format&n=CyXP3wYOyB8tTBmU&q=85&s=0c882033ef38badace1038dcb84884a4" alt="Search Thinkrr Pn" width="1920" height="980" data-path="editscenario.png" />
    </Frame>
  </Step>
</Steps>

### Welcome Call

The **Welcome Call** Scenario automatically contacts guests on their **check-in day** to confirm arrival and ensure everything is in order.\
It uses synced Hostaway data like guest name, property details, and booking info to create a personalized check-in experience.

To learn more about setup, field customization, and example configurations, see the [**Welcome Call Scenario**](/Welcome-Call) documentation.

<Frame>
  <img src="https://mintcdn.com/thinkrrai/t94E3KQGV_TpQ0dy/WelcomeCallOverview.png?fit=max&auto=format&n=t94E3KQGV_TpQ0dy&q=85&s=ea179d3ecd35156e17c9fc39e4177486" alt="" width="2169" height="460" data-path="WelcomeCallOverview.png" />
</Frame>

### NPS Survey

The **NPS Survey** Scenario follows up with guests **one day after checkout** to gather feedback and measure satisfaction.\
It can escalate negative feedback to a manager, record neutral comments, or text review links to happy guests.

To learn more about setup, field customization, and example configurations, see the [**NPS Survey Scenario**](/NPS-Survey) documentation.

<Frame>
  <img src="https://mintcdn.com/thinkrrai/t94E3KQGV_TpQ0dy/NPSSurvey.png?fit=max&auto=format&n=t94E3KQGV_TpQ0dy&q=85&s=53ce8e22c8d9f08b459a21e77f7d2312" alt="" width="2183" height="603" data-path="NPSSurvey.png" />
</Frame>

***

## Knowledge Packs for Properties

You can attach **Knowledge Packs** to properties, giving your concierge and outbound scenarios shared access to structured company information.

* Assign packs directly to a property.
* Use the same Knowledge Pack across inbound and outbound workflows.
* If no pack is assigned, the agent falls back to Hostaway property data.
* Ideal for handling FAQs like “Is parking free?” or “Do you allow pets?”

<Frame>
  <img src="https://mintcdn.com/thinkrrai/_0A6fgFokCqxXCJu/images/kpinb.png?fit=max&auto=format&n=_0A6fgFokCqxXCJu&q=85&s=545c7ad4327914e003b24c4d82f4e17e" alt="Kpinb Pn" width="1920" height="1080" data-path="images/kpinb.png" />
</Frame>

***

## FAQs & Troubleshooting

### General Questions

<Accordion title="Can I use the Concierge role without Hostaway connected?" icon="message-question" iconType="duotone">
  Yes. You can configure the Concierge manually without Hostaway integration, but you must be on the STR plan.
</Accordion>

<Accordion title="Can I assign different concierges to different properties?" icon="message-question" iconType="duotone">
  Yes. Each concierge agent is tied to a single property and can be individually customized.
</Accordion>

### Configuration

<Accordion title="Do I need to manually update property information?" icon="gear" iconType="duotone">
  Property information syncs automatically from Hostaway, but you can also manually add or update information for properties not connected to Hostaway.
</Accordion>

<Accordion title="Where do I configure outbound templates?" icon="gear" iconType="duotone">
  Open the **Outbound** tab in the Property Detail view. You can activate, pause, or delete templates there.
</Accordion>

<Accordion title="Can I use Knowledge Packs with outbound calls?" icon="gear" iconType="duotone">
  Yes. Knowledge Packs can be assigned to properties, and their content applies to both inbound and outbound interactions.
</Accordion>

<Accordion title="When do automated calls occur?" icon="gear" iconType="duotone">
  Welcome Calls occur on the guest’s check-in day, and NPS Surveys are placed one day after checkout at your configured times.
</Accordion>

### Usage and Results

<Accordion title="Where can I view call logs?" icon="book-open" iconType="duotone">
  All concierge and scenario call records are stored in the property’s activity log.
</Accordion>

<Accordion title="Can the concierge escalate to a live manager?" icon="book-open" iconType="duotone">
  Yes. Use **Call Transfer** to define numbers and schedules for escalation.
</Accordion>

***

For additional questions or guidance, try using our [**Virtual Support Agent**](/Thinkrr-Support-Agent)!\
Available 24/7 to help resolve most issues quickly at [thinkrr.ai/support](https://thinkrr.ai/support).

If you still need assistance, visit our support site at [help.thinkrr.ai](http://help.thinkrr.ai) and submit a [Ticket](/Support-Ticket-System) or contact our team directly at [hello@thinkrr.ai](mailto:hello@thinkrr.ai).