Why Wandero asks before it replies to your guests

What happens if the AI sends a guest the wrong reply?

In Wandero, by default it does not get the chance. When the agent is about to send a message to a guest, an event planner or a supplier, it stops. The draft appears as an approval request, and nothing leaves until someone on your team approves it. They can also edit it first, or reject it. Approval is the default for outgoing email, WhatsApp, Messenger and Instagram messages, and you can switch it off where you choose.

Step 4 is where a person decides. Nothing reaches the guest before it.

Why does a hotel team need a pause at all?

A draft that sits inside your workspace is safe to get slightly wrong. If it is off, someone fixes it before it matters.

A message to a guest is different. Once it lands, it is a promise. A late check-in confirmed that the night team never heard about. A meeting room offered for a date it is already taken. A group rate quoted from last season's file.

Our page for hotel and hospitality teams says it plainly: staff review remains essential before promising a service or handling an exception. In its worked example, a group arrival enquiry, room availability, rates and the meeting room are listed for staff to confirm. Wandero does not assume live availability or change reservations; those stay with your team and your existing systems.

That is the job of the pause. The agent drafts from the hotel policies and files you supply, and a person checks the draft before it becomes a promise.

The draft is the same on both sides. What changes is whether a person sees it before the guest does.

What does the approval request look like?

When the agent has a reply ready, the conversation shows a card instead of a sent message. Here is one from our own test workspace:

1: the reply has not been sent. 2: the draft, which you can still edit. 3: nothing goes out until someone presses a button. Example with test data.

1. Needs approval. The card says "Reply ready, Review before sending". The email exists only as a draft.
2. The draft itself. You can edit it before it goes: fix a time, soften a sentence, change the subject line.
3. Your decision. Approve & Send sends it as it stands, edits included. Reject stops it. The feedback box ("Type feedback to reject and revise...") lets you say why in plain words, and the agent revises the draft from that feedback.

The test example happens to be a family trip. For a hotel team, the card is the same, with a guest or an event planner in the To field.

Does the agent sit and wait for me?

No.

While the reply waits, the session is paused and saved. The agent is not holding anything open. The wait has no time limit by design: a reply drafted at 4pm on Friday can wait until the sales manager is back on Monday morning, and the work picks up from where it stopped. We wrote about how that works under the hood in How Wandero Works.

You also do not have to hunt for the drafts. Your workspace opens with a Needs you group: every session waiting for your answer, approval or decision, most urgent first. A badge says what each one needs, and the number waiting on you shows in the sidebar and in your browser tab.

You can answer them from the list without opening the session. Choose Approve on the row, and the same card you would see in the chat opens right next to it. Answer it, and the agent carries on in the background. If a reply has to wait for the revenue meeting, Not now snoozes it for an hour, until tomorrow at 9:00 or until next Monday.

How does it work for Messenger and Instagram?

The same way. Guests write wherever they like, so the pause has to follow them.

Messenger and Instagram conversations open as sessions in your workspace, named after the guest, with a short summary of the thread. Replies the agent drafts go back through the same app. Messenger confirmation and Instagram confirmation are on by default, so each of those replies holds for a person, who can change it before the guest sees it. The switches are under Account Settings → Settings.

A Messenger chat, as a session. Example with test data.

One limit is worth knowing. Meta lets businesses reply within 24 hours of the guest's last message. Keep an eye on Needs you so approvals do not run past that window.

Approvals or full automation: which should you start with?

Wandero can work both ways. With approvals on, it drafts and a person sends. With approvals off, it replies and carries on by itself.

We suggest starting with approvals. Wandero works much better when it knows how you work: your policies, your rate sheets and files, the way your team answers guests. On the first day, it knows only what you have given it, and the approval step shows you where that falls short. Every edit you make points to something it did not know, so you can add the policy or file that covers it.

When you keep approving the same kind of reply without changing a word, you have your answer. Turn approvals off for that session first. Once you trust the drafts across the board, switch them off in your account settings and let Wandero work for you.

You choose how fast to move along this path, and you can switch approvals back on at any step.

Can I turn approvals off when I trust a thread?

Yes, one session at a time, while your account settings keep applying everywhere else. Think of a long thread with a supplier you work with every week, or a group rooming list your team has already gone through.

Click the shield at the top right of a session and choose Off for this session. From then on, that session acts without stopping for you, and that covers automations and incoming messages in it too. The shield is replaced by an Approvals off label, so a colleague who opens the session sees the change at once. Use account approval settings puts it back.

If you are approving a reply and already trust the rest of the thread, use Approve and turn off approvals, found under the approve button in the chat. One click covers both.

Switching approvals off does not stop questions. If the agent needs something from you, it still asks.

What does a person still control?

Unless you turn approvals off for a session, every reply that could become a promise to a guest. In practice:

• Which actions ask first. You set which actions stop for a person. Low-risk and high-risk work can follow different rules.
• The words that go out. Every outgoing reply can be edited before it sends, or rejected with feedback.
• Who can see what. The organization owner chooses, per teammate, which sessions they can see (their own, selected people's, or the whole organization) and whether they get None, View or Manage on each of 10 company areas, such as company files and payments.
• Stopping a run. When someone stops the agent, the timeline shows who stopped it and when.
• Scheduled work. Automations can run on a schedule, and their instructions can say what they must not do, such as sending messages. Anything high-stakes still pauses for approval.

None of this replaces your own judgement about rates and rooms.

Common questions

Does every single action need approval? No. Your approval settings decide which actions ask first, for example sending an email.

Can Wandero reply without asking at all? Yes. Turn approvals off for one session, or switch them off in your account settings. We suggest starting with approvals on, and turning them off once the drafts rarely need changes.

What happens if I reject a draft? It is not sent. Write what was wrong in the feedback box, and the agent revises the draft from your words.

Can I limit which teammates see guest conversations? Yes. As the organization owner, open Company → Team & Access, edit a teammate, and choose Own sessions, Selected people or Whole organization.

Is Wandero's security independently checked? Wandero has an independent CASA Tier 2 assessment, completed by TAC Security. The validation letter is published on our security page, linked below.

Try it on your own requests

The quickest way to judge an approval step is to watch it hold back a reply you would have changed. Read how access and data are handled on our security and trust page, then book a demo and bring a week of your real guest and group requests.

By default, nothing reaches a guest until someone on your team says so. Once you trust the drafts, you choose how much Wandero does on its own.