Shadow Mode

Shadow Mode is the safest way to try Vanio AI. The AI reads every guest message and writes a draft reply — but it never sends anything. You stay in control. You review the draft, then approve it, edit it, or write your own.

Think of it as a test drive. You get to see exactly what Vanio AI would say to your guests, on your real properties, without handing over the keys.

Why People Use It

• Trial period. See how good the AI is on your specific properties before going live.
• Building trust. Watch the AI handle real situations for a week or two before letting it send on its own.
• Training mode. Every time you edit or override an AI draft, the AI learns from your version.

The Three AI Modes

Every listing has one of three modes:

• Off — AI is disabled. You handle every message yourself.
• Shadow — AI drafts replies but doesn't send. You review and approve.
• Live — AI sends replies on its own.

You set the mode per listing. Some properties can be live while others are still in shadow — whatever makes you comfortable.

Automatic Shadow Mode for Additional Guests

For safety, Vanio AI automatically forces Shadow Mode for messages from co-travelers, additional guests, and bookers (on corporate bookings) — even if your listing is set to Live Mode. This gives you a chance to review responses before they're sent, preventing accidental auto-replies to guest-to-guest conversations.

These messages now reach your inbox properly and get AI responses (they were previously lost), but you'll always see a draft first:

• Co-travelers asking about check-in times, Wi-Fi, or amenities
• Additional guests on corporate bookings who need access codes
• Bookers who aren't the primary guest but have questions

The AI will answer their questions normally, but you review the draft before it goes out. Only the primary guest gets automatic replies in Live Mode.

Automatic Shadow Mode for Email Messages

When a guest contacts you through your website's contact form, or emails you directly, Vanio AI always produces a draft for your review first — even if the listing they're asking about is set to Live Mode.

This is intentional. Email messages can arrive from prospective guests, past guests, or someone entirely new. Vanio AI matches the message to the right reservation when it can, but because the sender hasn't been through the same verified booking flow as a platform guest, you always get the first look before anything goes out.

Here's what that looks like in practice:

• A guest fills out your website's contact form → the message lands in your Vanio inbox, Vanio AI drafts a reply, and it waits for your approval.
• A guest emails you directly about an existing reservation → Vanio AI links it to that reservation and drafts a reply, which you'll see in the conversation timeline as a draft.
• Your listing is in Live Mode → doesn't matter for email-sourced messages. The draft still waits for you.

[Screenshot: A draft reply in the conversation timeline with a dashed border, showing an email-sourced message matched to a reservation]

Once you've reviewed the draft, you have the same three choices as any other draft: approve it, edit it, or write your own.

What You See

When a guest sends a message, the AI's draft reply appears in your dashboard timeline with a dashed border and slightly muted styling, so you can always tell it's a draft and not a sent message.

From there you have three choices:

• Approve it — sends the draft as-is.
• Edit it — tweak the wording, then send.
• Reject it — write your own reply instead.

That's the whole loop. Read, decide, move on.

What Happens When You Override

If you write something different than what the AI suggested, the AI learns. The next time a similar question comes in, the draft will look more like what you wrote — your tone, your phrasing, your house rules.

You don't need to sit down and train it. Your day-to-day edits are the training.

When to Move to Live Mode

Most hosts spend one to two weeks in Shadow Mode, then switch a single listing to Live first. Once they trust it on that one, they roll it out to the rest.

Good signs you're ready:

• You'd send the AI's drafts unchanged about 80% of the time.
• Nothing in how it handles edge cases has surprised you.
• Your training score is above 70% (see the AI Training doc).

Keep in mind: even after you move to Live Mode, email messages will still always produce a draft for your review. That's by design, not a limitation.

Per-Listing Control

You don't have to flip everything at once. Open Settings → AI to see all your listings and their current mode. From there you can:

• Set individual listings to different modes.
• Set the default mode for new listings you add later.
• Bulk-change a group of listings in one go.

Remember: even in Live Mode, co-travelers, additional guests, and all email-sourced messages will still get Shadow Mode treatment for your safety.

Safety Rails

Even in Live Mode, Vanio AI automatically escalates certain situations to you instead of replying on its own:

• Complaints
• Refund requests
• Anything legal or safety-related
• Brand new guest accounts in their first few days
• All messages from co-travelers, additional guests, and bookers
• All messages that arrive via email (contact forms or direct guest emails)

These always come to you, no matter what mode the listing is in.

Common Questions

Will guests know I'm not replying immediately in Shadow Mode? No. The draft just sits in your dashboard waiting for you. Guests don't see anything until you send.

What if I forget to approve a draft? Vanio AI nudges you with a notification after a few minutes so nothing slips through the cracks.

Can the AI auto-send simple things like the Wi-Fi password but still ask me about complaints? Yes — that's exactly how Live Mode works. Routine questions go out automatically, and anything sensitive gets escalated to you.

Why do I see drafts for co-travelers even though my listing is in Live Mode? For safety, co-travelers and additional guests always get Shadow Mode treatment. This prevents the AI from accidentally auto-replying to guest-to-guest conversations or side participants who might not be authorized to make changes.

Why do I see drafts for emails even though my listing is in Live Mode? Email messages — whether from your website's contact form or a direct guest email — always produce a draft for your review, regardless of the listing's mode. Because email senders haven't gone through a verified booking flow, you get to approve the reply before it goes out. This applies to every email-sourced message, every time.

Does Shadow Mode cost the same as Live Mode? Yes. Same per-message pricing either way — you're paying for the AI's work, not whether it hits send.

The Bottom Line

Shadow Mode exists so you never have to take a leap of faith. Turn it on, watch Vanio AI work for a week, and when you're confident, flip one listing to Live. You're always one click away from taking back full control.

Even in Live Mode, you'll still review responses to co-travelers, additional guests, and any message that arrives by email — giving you the perfect balance of automation and oversight.