Awareness reaches the team.
The incident, record and included alert make the condition visible, even when nobody is at the property.
Incident mediation
Move from incident alert to a response that adapts.
Bring a StayControl incident or another supported operational event together with the information available at that moment. StayAssist can mediate directly with the guest by AI voice, use configured messaging when appropriate, and adapt the response as the situation changes.
Adaptive response path Incident to follow-through
Alert to follow-through
An alert tells the team. It does not run the response.
StayControl can monitor a configured condition, create an incident record and send included email or push alerts without StayAssist. Incident mediation begins when the operation wants communication and follow-through to continue from that awareness.
Mediation
A mediation call can engage the guest.
An AI mediation call is an interactive StayAssist voice conversation that can explain the incident, engage with the guest's response and attempt to resolve the situation before the path continues.
- Available stay and contact context reduces manual lookup.
- Configured outbound SMS or WhatsApp can support or continue the response.
- If the first channel does not connect, the path can change channel or continue as configured.
Follow-through becomes repeatable.
For distributed or remote teams, handling should not depend entirely on whoever sees the alert. A repeatable path carries a consistent approach across properties and team members.
Context at response time
Respond with the information available at that moment.
The available picture can include the incident, property, reservation, guest, language, timing and earlier contact history. What is present depends on the source, setup and connected data.
Incident context
Incident type, time and current state when the source exposes it.
Property context
Property and device references, plus quiet hours where they apply.
Guest and reservation context
Reservation, guest, contact and language information when connected data provides it.
StayControl monitoring does not require a PMS connection. Integration capabilities vary by provider, API, fields, permissions and setup.
Review integration capabilities State-aware follow-up
Recheck before the next step.
A response does not have to keep escalating after the situation changes. A configured path can observe the contact outcome, wait, then check the current incident state before deciding what happens next.
- 01
Incident active
The configured incident starts the response.
- 02
Mediation attempted
AI voice may engage the guest in a two-way conversation; a call may also reach voicemail or go unanswered. Configured messaging can contribute its available outcome to the next step.
- 03
Configured wait
The path pauses for the interval and communication window set for that workflow.
- 04
Incident rechecked
The workflow checks the current state when the source exposes it.
Latest exposed stateWhat should happen now?
No longer requires action
Stop the remaining configured escalation.
Still relevant
Continue to the appropriate configured next step: retry, change recipient or channel, involve the team, or use another supported action.
A stopped or completed workflow records what the system did. It does not by itself prove why the condition changed or that the incident was resolved.
Guest, team and system follow-up
Where can the response go next?
Depending on the situation, the next handoff may be to the guest, the team or a connected system. The response record preserves what happened along the way.
Guest
Mediate directly with the guest
StayAssist can discuss the incident with the guest by interactive AI voice and attempt to resolve the situation directly. Outbound SMS or WhatsApp can support the response when configured; successful mediation is not guaranteed.
26+ voice languages where available, using reservation language information when it exists.
Team
Bring in a person when needed
Notify or call the team, or use a live transfer when a person needs to take over.
Supported connected system
Pass the response onward
Pass an update to a PMS or CRM, send an outbound webhook or create a task when the destination and provider capabilities allow it.
Execution history
Know what the response actually did.
Review voice and message attempts, available outcomes, waits or retries, where escalation went and the final workflow state. This supports team handoff and later operational review without implying a transcript, proving why a condition changed or establishing that it was resolved.
Relevant timezones, communication windows and Do Not Disturb behavior can be configured. Incidents do not universally bypass those controls.
Explore StayAssist Incident-specific handling
The response depends on the incident.
Each source raises a different operational question. These examples are possibilities, not mandatory sequences.
Noise
Direct guest mediation can begin from a noise incident, then a later condition check can show whether further escalation is still relevant.
- Guest mediation
- Condition recheck
- Continue only if relevant
In a selected, professionally installed setup, PartyStop can add an optional noise escalation for one non-essential circuit. It is not required for Incident Mediation.
Smoke or vape
The operation can mediate with the guest, involve the team and retain the response history, while required fire and life-safety systems remain separate.
- Guest or team
- Operational follow-up
- Response history
Occupancy-related condition
The team can review the available indication and decide whether guest mediation or team follow-up is warranted. It does not provide an exact headcount, identify people or establish a violation on its own.
- Available indication
- Team review
- Contact if warranted
Temperature or humidity
A configured temperature or humidity condition can bring the room to the team's attention and start guest or team follow-up where useful. Limits remain property-configured, while diagnosis and AC control stay separate from this communication workflow.
- Condition recorded
- Guest or team follow-up
- Operational review
Automation and human judgment
Automation carries the response. Your team keeps the judgment.
StayAssist carries the repeatable steps and brings the team in with the available context when a situation calls for judgment or action.
A completed workflow shows where the configured path ended; it does not by itself establish resolution. The operator decides whether further action is needed, including on-site or emergency response where appropriate.
Handle the repeatable response
StayAssist can carry configured mediation, messaging, timing, rechecks and escalation through a repeatable path across incidents.
Bring the team in when judgment is needed
When a situation remains ambiguous, needs on-site attention or requires a human decision, the response can hand over with the available incident and communication context.
Keep a clear operational record
Retain attempts, available outcomes, waits, rechecks and escalation history so the team can understand how the response progressed and where the configured path ended.
What to know before you configure incident mediation.
Does Incident Mediation require StayControl?
No. StayControl is the primary source for monitored room incidents, but StayAssist can also start from other supported operational events, integrations or approved manual triggers. The information available depends on the source and setup.
What happens if nobody answers?
The call outcome is recorded, and the configured response can change recipient or channel, send an outbound SMS or WhatsApp, wait, recheck or continue to the team. Neither no answer nor voicemail is treated as completed guest contact.
Can the incident be rechecked before escalation?
Yes, when the source exposes its current state. That check can determine whether the remaining escalation should stop or proceed.
Can the team become involved?
Yes. StayAssist can notify or call team recipients and use a live transfer when it is enabled. The team remains responsible for decisions and actions that require human judgment.
Can reservation or PMS context be used?
Yes, where supported data is available. Reservation, guest, property, language and supported update capabilities vary by provider, API, fields, permissions and setup. StayControl monitoring itself does not require a PMS connection.
Is this a hotel security or emergency-response service?
No. Incident Mediation coordinates hospitality communication and operational follow-up. It is not a guard service, CCTV or access-control system, alarm-monitoring center, emergency dispatch, or police, fire or medical response service.
Plan the response after the alert.
Explore StayAssist for communication and orchestration, and StayControl for monitoring-led incident awareness.