How Mira Works

Mira is your business's AI receptionist. She chats with your guests, answers their questions, shows availability and prices, and collects reservation requests. (On the Pro plan you can change her name and photo; on this page we will always say "Mira".) This page is not technical, it describes behavior: what Mira knows, what she does not know, when she answers on her own, and when she brings you into the loop. Its goal is to help you feed Mira correctly and know what to expect from her.

Mira has only one rule#

Mira speaks only from the information you entered in the panel. She does not rely on general knowledge, on guesses like "places like this usually have it", or on an impression left over from an earlier conversation. If a guest asks about something that has no counterpart in the panel, she does not make anything up; she tells the guest to "contact our team for the most accurate information" and shows a contact card with Call / WhatsApp / Email buttons. This approach is called the verified information principle (explained further below).

In short: the better Mira answers, the better the information you have entered. When Mira says "I don't have that information", it is not a malfunction, it is a missing-information signal.

Where Mira gets her information#

Mira draws on six sources. When a question arrives she checks them in a fixed order of priority: first the fixed fields that have a place in the panel, then facilities and services, and last the free-text Knowledge Base.

Why the order of priority matters#

If you write the same topic in two places, the higher source wins. For example, if your pet policy is filled in under Business Info, there is no need to add a separate "pets" record to the Knowledge Base: guests will always be shown the answer from Business Info and the Knowledge Base record will not be used. The panel already warns you about this (for example, "This record is currently NOT USED").

In practice the order is:

1. Greetings, small talk ("how are you", "thanks"), meaningless messages and "who are you?" questions
2. The fixed fields in Business Info (check-in/out, pets, cancellation, room count, Wi-Fi, currency, contact, weather, location)
3. Facilities
4. Extra Services
5. Guest Requests (housekeeping, faults, etc. - only the types you have turned on)
6. Availability, price and booking
7. Knowledge Base (and if that is not enough either, the "no verified information" answer)

How Mira behaves, field by field#

• Check-in/out, pets, cancellation, room count, currency: If the relevant field is filled in, Mira answers straight from that field. If the field is empty she does not immediately say "no information"; she searches the Knowledge Base for the question.
• Wi-Fi: The network name and password are given only to a guest who is staying in a room: a guest who opens the chat through the room's QR code/link, or a guest who has a confirmed booking covering today with a room assigned. A visitor from outside does not get the password; Mira directs them to reception.
• Contact ("how can I reach you?"): Mira shows your phone, WhatsApp and e-mail in a contact card with buttons. Because these details are shown directly to the guest, enter your reception/reservations line, not your personal number.
• Weather: If a guest asks "What will the weather be like on 3-5 October?" or "How is the weather tomorrow?", Mira gives the forecast for those dates. If no date is given she shows today. Forecasts are available up to about 16 days from today and Business Info → City must be filled in.
• Facilities: If the guest's question matches a facility's name or its synonyms, Mira describes that record. If Available is ticked she says "Yes, ... is available" and adds your description; if it is not ticked she says it is not available (the note in your description is still shown; you can write a note such as "Opening soon"). If the guest asks "What facilities do you have?" she gives a list. If several facilities match equally well, Mira does not guess; she asks which one the guest means. A photo is shown with the answer only if the facility is Available.
• Extra Services: Same logic as facilities; in addition, if the service is marked For sale she gives the price, the unit and the price note, and places a Request this service button underneath (explained below).
• Knowledge Base: If the guest's question clearly matches a record's title and the question does not ask for a specific detail such as "what is it called", "what time", "how much" or "how", Mira shows that record's text word for word (provided the guest's language is the same as your content language). If it does ask for a detail, she reads the record and answers the question; if the record does not contain that detail she says "no information" and writes the topic to Missing Topics. If the record has photos, they come with the answer.

What "verified information" means#

Information counts as "verified" for Mira because a person (you) typed it into the panel. Three things do not count as verified:

• Things Mira infers from general knowledge (such as "if the transfer is paid, the price must be this much"),
• New information derived from similar information (such as "if breakfast starts at 08:00 there must also be service at 07:30"),
• Statements that came up earlier in the conversation but are not in the panel.

For this reason Mira does not state a time, price, rule or service unless it is explicitly written. This works in your favor: she never makes a false promise, and you are never held to a commitment you did not make to a guest.

What Mira answers and what she does not#

Mira only helps with questions related to accommodation. When a question arrives for which she cannot find verified information, she first classifies it:

When Mira is in doubt, she treats the question as "about your business". An unnecessary missing topic can be closed with one click, but a real gap that goes unnoticed means a guest left without an answer. If the message contains accommodation words such as room, reservation, price, breakfast, pool, beach, transfer or pet, the question is already counted as directly about your business.

Mira also does not:

• Guess a price for an accommodation for which she cannot find a verified price.
• Create a reservation without the guest's explicit confirmation.
• Say a reservation is "confirmed"; it is a request and waits for your approval.
• Give medical, legal or financial advice, write code, or answer general-knowledge questions.

How Mira understands dates#

Guests write dates in many different ways; Mira recognizes the most common formats:

• "25-27 September", "from the 25th to 27 September", "12 november 15 november"
• "30.09.2026 - 01.10.2026", "30/09 - 02/10", "2026-09-30 - 2026-10-01"
• German ("vom 25. bis 27. September") and Russian ("с 25 по 27 сентября") formats, and English month names
• Replies that consist almost entirely of a date ("25-27 September")

Rules to be aware of:

• If no year is written, Mira takes the nearest occurrence of the date that has not yet passed this year; if the date has already passed this year, it moves to next year.
• A past date (even if the year is written explicitly) is not accepted; Mira asks for the dates again. Today itself is valid as a check-in date.
• Check-out must be after check-in. The number of nights is the number of days between check-out and check-in.
• If Mira cannot understand the date, or the guest just says "is there a room?", she does not guess. In most cases she says "Please select your stay dates and number of guests to see verified availability and rates." and opens a date/guest form inside the chat; sometimes she asks for the check-in and check-out dates in writing instead.
• Relative expressions such as "tomorrow", "today" and "in 2 days" are understood in weather questions; for an accommodation search an exact date is selected.

Availability and price queries#

When a guest writes something like "is there space?", "what is the price?" or "I want to make a reservation", Mira opens a search form: check-in date, check-out date, number of adults and children, and an optional room type. If the guest's message included dates or a number of people, the form is pre-filled with them; if they wrote the name of a specific room type, that type comes pre-selected.

When the form is submitted, Mira looks directly at the data in your panel; nothing is guessed:

1. Availability: The room type must be Active and have enough capacity for the number of guests. Enough physical units with Active status must be free on those dates. Bookings with Pending or Confirmed status occupy a unit; units that are Cleaning, Maintenance or Out of service are not counted at all.
2. Price: For each night, the price plan that applies is picked from the room type's Pricing section. If prices differ during the stay, a night-by-night breakdown is shown. If there is no price plan for one of the nights, Mira says "no verified price" for that type.
3. Board basis: If you have defined more than one board basis for the same room type (for example Room Only, Breakfast Included), the options are shown on the card; unless one is chosen specifically, "Room Only" is used.
4. Result cards: One card appears for each suitable room type: photos (cover photo first), description, how many units are available, nightly and total price, and a Select button. The order of the cards is the order you set by drag and drop in Room Types.
5. If nothing is available, Mira says so, suggests a different date/room type and reopens the form.
6. If the group is too large (for example 5 guests but your largest type sleeps 4): Mira explains that this is not a date problem and directs the guest to your team; she does not automatically split the group across several rooms.

Price privacy (asking for a phone number/name)#

If you turn on the Ask for the guest's phone number before showing the price option under Widget → Pricing Visibility, Mira shows the price in exchange for lead information:

• When a guest searches availability, the cards say Price hidden instead of a price and a "See your exclusive price" box opens: Full name and Your phone number fields and a Show my price button.
• The phone number is validated in international format; if it is invalid, the warning "Please enter a valid phone number." appears.
• As soon as the number is shared, the prices are unlocked in the same chat. The number (and the name, if entered) is saved to the guest record and is not asked again in the same chat. You can see these records in Conversations and call the guest.
• The lock works not only through the search form but also in free chat: even if the guest writes "what are the room prices?", Mira gives no figures and says the price is hidden; the price information is never given to Mira at all.
• The lock applies to accommodation (room) prices. The prices of Extra Services are not affected by this option.

If the option is off (the default), the price is always shown directly.

The reservation request flow#

Mira does not finalize a reservation on her own; she collects the details from the guest and passes you a request. The flow is:

1. The guest presses Select on a result card, then chooses Continue booking.
2. In the Guest details step they fill in Full name, Phone and Email (all three required), an optional special-request note, and a consent checkbox for the processing of personal data (required).
3. Mira prepares a reservation offer with the verified price and shows the Booking summary. The offer is valid for 15 minutes.
4. The guest presses Confirm reservation (or writes "yes"). Mira checks availability and price one last time. If someone has taken the same place in the meantime, or you have changed your price plan, she tells the guest.
5. The reservation is created with Pending status and the guest receives a message with the request number, along the lines of: "Your reservation request has been received! ... Our hotel will call you shortly to confirm availability and payment." If the guest entered an e-mail address, a "request received" e-mail is also sent to them.

What happens on your side:

• A "New booking request (awaiting approval)" notification appears on the bell icon in the panel and in the e-mail of team members who have turned on New booking requests (by default only the Full access user).
• In Bookings the record appears as Pending; after you speak to the guest and confirm payment/availability, you set it to Confirmed.
• If the guest leaves without confirming the offer within 15 minutes, a "Left without completing the reservation" warning appears in the Unfinished Reservation Requests section of Bookings and in the details of the related conversation; you can call the guest on their phone number.
• If a guest says "yes" when the offer has already expired, Mira says "There is no active reservation offer, or the offer has expired. Please provide your dates again."

Extra service suggestions#

The paid services you define under Extra Services are offered to guests in two ways:

• When the guest asks: To a question such as "Is there a boat tour?", Mira describes the service, its price and its note; if the service is For sale, a Request this service button appears underneath. The guest fills in Full name, Phone, Email, an optional note and the consent checkbox and presses Send request. The request lands in Extra Services → Incoming Requests (Pending) and you receive a bell/e-mail notification.
• When Mira suggests it herself (proactive): If Suggest proactively is ticked on a service, Mira adds that service (the first one in line among those ticked) to the end of her message right after a reservation request is received. In addition, when a guest receives a "no verified information" answer and their message evokes one of the service's trigger words (for example "we are coming by plane" → Airport Transfer), the service is suggested.

The same service is suggested only once per conversation, so it never feels like spam to the guest.

The service request window#

When the guest presses Request this service, the window that opens shows a small Service request label at the top, with the service name and a price line below it:

• The service name is in the guest's language. If the guest speaks English, German or Russian, the title is shown with the service's translation into that language (see "Which language you write in" below). If there is no translation yet, it is produced on the spot.
• The price is written in a short format: the amount, the currency symbol and the unit, e.g. 40€/Day, 250₺/Person, 15$/Hour. For TRY, EUR, USD and GBP a symbol (₺, €, $, £) is used; other currencies appear as their code (e.g. 60CHF/Person). The unit is in the guest's language (EN: Person, Group, Night, Item, Hour, Day, Week, Month, Year). A service without a price or currency shows no price line.
• The window can be closed with the large × button in the top-right corner.

The button stays in the conversation history. When the guest refreshes the page or reopens the same chat from the list of past conversations in the widget, the Request this service button under the message that suggested the service appears again; the guest can still send the request later. The button is rebuilt from the service's current state: if you have since unticked For sale or deleted the service, the button is no longer shown and the message text stays as it is. If you have changed the price, the window shows the new price.

Capturing guest requests#

Guests who are staying with you can also write operational requests such as "I need towels" or "the air conditioning is not working" to Mira. Mira moves these to the Guest Requests board, but only for the types you have turned on:

• There are six types: Housekeeping, Maintenance, Guest Services, Food & Beverage, Concierge, Emergency. If a type is not Active under Guest Requests → Request Types, Mira does not open a request for it and answers "no verified information". She never invents a service that has no counterpart.
• Once Mira understands the request, she asks the guest first ("I can forward your request (308) to the Maintenance department. Shall I go ahead?"). When the guest says "yes" or taps Yes, please, the request appears in the New column of the board. A draft that is not confirmed does not appear on the board.
• Room information is required: Mira only opens a request for a guest whose room is known. The room is known in one of two ways: the guest opened the chat through the QR code/link in the room (Room Types → the unit's Edit section → Room Link & QR), or a physical unit has been assigned to their confirmed booking covering today. If the room is unknown, Mira does not open a request; she says she can only take requests from guests staying with you, suggests opening the chat with the room QR or guest link, and shows reception contact buttons if your contact details are filled in. Staff can still enter requests by hand on the board.
• If the guest asks "what happened to my requests?", Mira lists their open requests and their statuses (Logged, Assigned, In Progress, Waiting on Guest, Completed).
• If you set a request to Waiting on Guest and wrote a question, the guest sees that question when they ask about "my requests", and their next message is automatically forwarded to you as a reply to the request; the request returns to In Progress.

Understanding the guest's language and working in several languages#

The panel language (TR/EN) and the language Mira speaks to the guest are separate things.

• The guest chooses TR, EN, DE or RU from the language selector in the chat. Mira answers in the selected language. The widget embedded in your website opens according to your site's language or the browser language, while the Guest Link opens with Business Info → Default Language. The guest can change it at any time.
• Even if the guest writes in a language other than the selected one, Mira still understands the question: the message is translated in the background into Turkish (and into your content language where needed) and matched against your information. This way "Is the sea close?", "Ist das Meer in der Nähe?" and "Deniz yakın mı?" reach the same information. The answer is still in the selected language; the guest's original message is stored in the conversation as written.
• Questions that land in Missing Topics are shown to you in your content language; if the guest's question was in another language you also see a Translation: line next to it.

Which language you write in#

You write your information in a single language only: Business Info → Regional Settings → Content language (default: your panel language). The other languages are translated automatically when you save. Translations are kept for these fields: business description, notes such as pets/cancellation, Facilities and Extra Services (name, description, price note), Room Types (name, description), suggestion chips, the welcome message and the bubbles. Each translation has a status:

You can dismiss the warning with Translation is up to date, dismiss warning, and hand a translation back to the system with Switch back to automatic translation.

What happens when Mira cannot answer#

If Mira cannot find a verified answer:

1. She tells the guest "For the most accurate and up-to-date information, you can reach our team directly using the options below" and shows the Call Us, WhatsApp and Send an Email buttons. If none of phone, WhatsApp and e-mail is set in Business Info, the card cannot be shown; it only says "please contact the business directly". That is why you must fill in the contact fields.
2. She writes the question to the Missing Topics list on the Info Center → Knowledge Base page. If the same (or a similar) question is asked again, no new row is opened; the counter increases (N time(s) asked). If a topic you had closed with Mark Resolved is asked again, it returns to the list.
3. Every night Mira groups similar missing topics and prepares a draft title for you, with a 💡 Suggestion: sentence and an Add to Knowledge Base button. If you do not want to wait, press Generate Suggestions Now. If there are new suggestions you receive a bell notification and an e-mail ("N new knowledge gap suggestions").
4. The content of the draft is not an answer made up by Mira; it is only guidance that says "write this here". You write your real information and save it.

After you add the information, you remove the topic from the list with Mark Resolved. If the panel notices that the topic you are about to add is already covered by a Knowledge Base record or a Facility, it warns you.

How Mira checks her own replies#

When Mira sends a reply she wrote in her own words, she scores it herself. This check makes no extra AI call; it does not make the guest wait longer and does not use up your AI quota. You see the results in the Chat Quality tab in the left menu and under every reply in Conversations.

• What is scored: the replies Mira writes freely, and "no verified information" replies to questions about your business. Template replies produced directly from your records (prices, availability, facilities, services, Business Info fields, reservations and so on) are not scored, and neither is the scope reply to off-topic questions.
• Score: Every reply starts at 100%; the score drops for every criterion it triggers, down to a minimum of 5%.
• Six criteria: Missing info (Mira said "I don't know" or showed the contact card), Translation issue (the reply could not be written in the guest's language and the translation also failed), Too short (under 12 characters), Too long (over 1600 characters), Hedging language (at least two different hesitation phrases such as "I think", "I'm not sure") and Repetitive text (the same sentence repeated three or more times).

This measure is approximate; it does not check whether the content of a reply is correct, but it catches clearly problematic replies. Most replies flagged Missing info also show up in Missing Topics; the other flags appear only in Chat Quality. For the criteria in detail and how to fix each flag, see the Chat Quality page.

Principles that prevent hallucination#

"Hallucination" is when an AI describes something that does not exist as if it did. These rules work against that in Mira:

• Panel information only: All answers come from the records you entered; general knowledge is not presented as business information.
• Fixed fields first: Critical information such as times, policies and prices is read directly from the relevant field, not from a free sentence.
• Topic-match gate: If no record matches the question, Mira does not even start producing an answer on her own; she directly shows the "no information" card.
• Price and availability from the database: Figures are calculated from your price plans and your calendar; Mira does not invent numbers.
• Records are not mixed: When a specific room type is asked about, only that type's information is used; general business information is not added as if it were that type's.
• Reservations with explicit confirmation: No reservation is created without the guest's explicit confirmation; when created it is presented as a "request".
• Answers only the latest question: Information from the earlier conversation is not carried into a new answer.
• No photo contradiction: A photo is never shown next to a "no information" answer.
• Checking afterwards: Freely written replies are scored automatically; hesitant, wrong-language or self-repeating replies are listed for you in Chat Quality.

Example scenario: a camp with 12 tents#

Imagine you run a camp with 12 tents in Kemer. At 22:00 a guest writes the following:

1. "Is there a pool?" - In Facilities, "Pool" is Available and its description is "08:00-20:00, free". Mira says "Yes, ... a pool is available", gives the hours and adds the saved photo.
2. "Is there a sauna?" - It exists nowhere. Mira shows the "contact our team" card; a "sauna" row appears in Missing Topics. The next morning you look at it and add a Facility called "No sauna" (Available not ticked); from then on Mira clearly says it is not available.
3. "A 2-person tent for 12-14 September, price?" - The search form opens filled in with the dates. If Price hidden is on, the guest first shares their name and phone; then the cards show "Tent - total for 2 nights ...". The guest presses Select → enters their details → Confirm reservation.
4. The next morning there is a New booking request (awaiting approval) notification in the panel. You call the guest, confirm payment, and set it to Confirmed in Bookings.
5. "Can you arrange a transfer from the airport?" - If "Airport Transfer" is For sale in Extra Services, Mira gives the price and places the Request this service button.

10 rules for getting the best results from Mira#

1. Fill in Business Info completely. Check-in/out times, pets, cancellation policy, Wi-Fi, City, phone/WhatsApp/e-mail. An empty field = a topic on which Mira will say "no information".
2. Make every room type "ready to sell": at least one Active physical unit, a price plan that covers the dates in question, a description and a photo. A type without a unit or a price will not appear in availability results, or will appear without a price.
3. Put breakfast, transfer and similar topics in the right place: free/standard ones in Facilities, paid ones in Extra Services. Do not repeat the same information in the Knowledge Base; the higher source wins.
4. Use synonyms. Guests say "swimming pool", "pool", "havuz". Add synonyms (comma-separated) next to the facility's name; but avoid very general single words such as "castle", and write something more specific such as "inside the castle" instead.
5. Keep the Available / For sale flag up to date. When the season ends or a service stops, untick the flag; Mira will say it is not available and will not state an old time by mistake.
6. Write Knowledge Base records short, single-topic and ready to be read by a guest. Let the title be the topic the guest would ask about ("Pets", "Campfire rules"). A record that matches clearly is shown to the guest word for word, so write the text as if it were addressed directly to the guest. Do not cram several topics into one record.
7. Look at Missing Topics and Chat Quality once a week. Missing Topics is the most valuable list of what guests actually ask: add the information and close it with Mark Resolved. Chat Quality shows the cases where Mira did answer but could not answer well (translation issue, hedging language).
8. Check the translations. Choose your content language correctly, clear the ⚠ Source changed warnings, and review notes that contain prices, times and rules at least once.
9. Close incoming requests quickly. Mira leaves a reservation as Pending and tells the guest "we will call you"; keeping that promise is your job. Call the Unfinished Reservation Requests too: they are guests who received an offer but left without confirming it.
10. Test it yourself. Open Widget → Guest Link and ask questions in different languages (facilities, price, dates, and a question with no answer such as "is there a sauna?"). Read the results in Conversations. In Guest Requests, turn Active only the types you can really fulfill.

As a next step you can read the Knowledge Base, Chat Quality, Facilities, Extra Services and Guest Requests pages. If you run into trouble, see the FAQ or write to support@airoomier.com.