Shadow Mode

Shadow Mode lets Vanio AI draft every guest response while you stay in complete control. Instead of AI sending messages directly to guests, it creates drafts for your review and approval. This builds your confidence in the AI while teaching it your communication style.

Getting Started

Shadow Mode is enabled by default for all new properties. If you need to turn it on:

1. Go to Settings → AI in your dashboard
2. Find the listing you want to manage
3. Set the mode to Shadow
4. Click Save Changes

[Screenshot: AI settings page showing Shadow/Live toggle for each listing]

How Shadow Mode Works

When a guest sends a message to any of your listings in Shadow Mode:

1. AI drafts a response — Vanio analyzes the message using your knowledge base, reservation details, and conversation history
2. Draft appears in Command Center — You'll see the proposed response in your timeline with three action buttons
3. You decide what happens next:
   • 👍 Approve — Send the draft exactly as written
   • ✏️ Edit — Modify the draft before sending
   • 👎 Reject — Write your own response instead

[Screenshot: Command Center showing an AI draft with approve/edit/reject buttons]

The guest doesn't know AI is involved — they simply see your response when you approve or send it.

Key Features

Learning from corrections — Every time you reject a draft and write your own response, AI studies the difference. Over time, drafts become more aligned with your tone and style.

Knowledge base integration — When AI drafts a response but you notice important information is missing, you can create a knowledge base article directly from the rejection flow.

Per-listing control — Set Shadow Mode independently for each property. You might use Live Mode on established listings while keeping Shadow Mode on newly added properties.

Full audit trail — Every AI action appears in your Command Center timeline with timestamps, reasoning, and the exact message content.

Instant switching — Move between Shadow and Live Mode with a single toggle — no setup required.

Tips & Best Practices

Give it a few days — Most property managers spend 3-7 days in Shadow Mode before switching to Live Mode. This gives you time to see AI's capabilities and build trust.

Use rejections as teaching moments — When you write your own response instead of using the AI draft, you're training the system. Be specific and thorough in your corrections.

Check your knowledge base first — If AI consistently misses information about check-in procedures, WiFi passwords, or house rules, make sure those topics are covered in your knowledge base.

Mix modes strategically — Keep your busiest, most established properties in Live Mode while using Shadow Mode for new listings or properties with unique requirements.

Review response times — In Shadow Mode, your response time depends on how quickly you review drafts. Set up mobile notifications so you can approve responses quickly.

Transitioning to Live Mode

When you're ready for AI to handle messages automatically:

1. Go to Settings → AI
2. Change the toggle from Shadow to Live
3. Click Save Changes

In Live Mode, AI sends responses directly to guests, but you retain full oversight:

• Complete audit trail of every action
• Ability to jump into conversations anytime
• Critical actions (refunds, relocations) still require your approval
• Instant switch back to Shadow Mode if needed

Common Questions

Can I switch back to Shadow Mode after going Live? Yes, instantly. The toggle works both ways with no setup required.

What if I don't approve a draft quickly enough? Guests see that you've received their message, but no response is sent until you take action. Consider Live Mode if response time is critical.

Does AI learn from approved drafts too? Yes, approvals signal that the response was appropriate, while rejections and edits provide more specific guidance for improvement.