Changelog
Follow up on the latest improvements and updates.
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Problem:
SMS was the one channel x10 AI couldn't fully cover. When a guest texted, there was no reservation attached to the conversation: no property, no dates, no context. We now match reservation details to SMS numbers for all companies, and x10 can automate those texts for select companies once a match is made.
What it does now
- Matches the texter to their reservation. When an SMS comes in, we look up the guest's phone number and attach their next active reservation, with full reservation details, to the conversation automatically. If no future reservation is found, the existing match stays put.
- Shows the reservation details in the conversation view. No more cross-referencing across tools.
- Powers x10 autopilot end-to-end on SMS only when a reservation is matched. With a reservation match, x10 replies straight from the property's knowledge base for select companies.
- Filters voice messages out of the AI prompt. When building context for SMS autopilot, x10 excludes prior voice-channel messages in the conversation so the AI reads the text thread on its own.
- AI status visible on SMS. The autopilot indicator in the bottom-right now shows up on SMS conversations, so agents always know what x10 is doing.
Why it matters
This expands x10's AI coverage to SMS for select companies when we are able to match a reservation. This means higher AI coverage and a bigger share of inbound questions get answered automatically instead of queuing for an agent. More channels under autopilot = higher overall automation rate, and a clearer path to pushing AI coverage up across the board.
Huge shoutout to Nicolás, Giovanni and the team!
Every property management company organizes their custom property info differently and x10 AI wasn't able to read all of them. On top of that, some companies' most important fields crams gate codes, parking, bed setups, and urgent arrival notes all into a single block of free text. So x10 AI used to skip it entirely rather than risk a wrong answer. Now it can read it cleanly. 7,690 properties just got a lot smarter.
What it does now
Across select companies, x10 AI answers questions it used to bounce to an agent:
- "How do I get in?" → The real access instructions for that exact listing.
- "How many beds?" → The actual sleeping setup, room by room.
- "Are pets allowed?" → Pulls the pet rule from the arrival notes, not the whole wall of text.
- Empty, vague, or "N/A" fields → Skipped. No made-up answers.
Property updates flow through automatically. No agent action needed.
Why it matters
x10 AI now handles more questions on its own. Faster guest replies, fewer escalations, less repetitive lookup work for agents. starting now.
We also built a reusable way to teach x10 how to read any customer's custom fields. Next time a customer stores info in their own custom format, we add a template instead of writing new code.
Huge shoutout to Symeon Esdras and the team!
One of the largest single feature releases in the history of our product is now live. The foundation of our platform is the knowledge that we have about properties and the operations of our customer's companies. In the past months, we released quite a few features for property knowledge. Workflows is all about the operations and automating certain scenarios and communication along the way.
Goodbye, Actions
Before, our platform had "Actions". Actions existed for our customers to decide what our team could handle on their behalf and how to handle them. Here are some screenshots of what these looked like.
The actions table.
What it looks like for a customer to configure an action.
How actions appear in the inbox.
Hello, Workflows
Workflows isn't a UI/UX revamp of Actions. This is completely reimagined and rebuilt from the ground up. Here is what is different:
- More in depth configuration of each Workflow
- Automating outgoing communication to PMs and allowing them to determine what that communication is
- Clear rules around if our team should communicate with guests in certain situations
- Tracking the amount of times a Workflow has been run by our team
- A guided UX in the inbox for how to handle each unique Workflow
- Tight integration with our new features of Linked Conversations and On Hold automation
- Full product analytics tracking of the entire feature for continued improvements
How users can view all their Workflows in our platform
How users can configure their Workflows
How Workflows appear in the Inbox and the UX that guides them
Cheers to the entire team for their efforts in delivering this massive improvement to the platform!
Earlier today we launched some (long requested) features into the inbox product! These features are really focused on bringing immediate efficiency to the multi-tasking nature that is managing the communication operations for short term rental operators. Also, is is very exciting because these features will act as a foundation for other exciting future releases :)
Linked Conversations
As we all know, guest communication doesn't start and stop with the guest. There are side quests to gather more information, get approvals, etc. Linked Conversations brings that directly into the view of the guest conversation for easy categorization and multi-tasking management. Can't wait to see all of the benefits this brings!
Inbox Management (Active/On Hold)
If you watched the demo video above, you already saw how this works. If not, here is the TLDR. We now allow for users to place conversations On Hold as they are waiting for a different action to take place. Then, we listen for any message from the guest OR from Linked Conversations. If something comes in, we move that conversation back to Active so that it can be handled in a timely fashion.
Cheers to the first big deployment of 2026!
Today marks an important day for our product :) We have launched a full iteration of one of our core knowledge features, Policies. We have also released a sleek redesign of our inbox that prepare it for some other upcoming exciting releases.
Policies v1
Policies has received a complete redesign from the ground up. Here is what is included:
- Full UI/UX revamp
- Ability to edit/customize policies at the property level
- Improved and more flexible onboarding
- More in depth questions to guide and help users when building out their knowledge
- Ability to start from a document and we extract answers
Inbox redesign
Our inbox just got
more efficient and future proofed
. Before, the conversation panel had the reservation object, conversation details and notes on the left hand panel that was persistently open. As we look to add more useful features and to save space for the core action of sending messages, this redesign really sets us up for success. Hey all! Doing a product release roundup from the last couple of weeks. See below for the new features and improvements that have been made.
Document Upload (for a specific property)
We now support documents being uploaded to a property! This allows for our customers to continue building out a strong knowledge center. The documents that are uploaded here are specific to a property and are meant to support the information that we already have about the property from integrations (PMS, Airbnb, etc) and our platform (policies, Snippets, etc).
New Platform Roles
We have cleaned up naming and added a new role type to the platform of "Senior Tailwind Agent". This allows for better control and reporting within our platform for the shared services team.
New channel for activity in the Customer Inbox
Now that we have active users in our Customer Inbox, we have introduced a new Slack channel for monitoring activity. The first activity we are tracking and alerting for is the creation of notes by a customer. This will ensure that our shared services team never misses an important piece of information!
Happy Friday everyone, we have a fresh product release with some nice improvements. Let's dive right in :)
Snippets are available in the KnowledgeCenter
New Slack alert channels
- To ensure that we are not missing important communication from guests or from our customers (via SupportSync), we have created two channels that will alert the team when a conversation hasn't yet been handled that should have been handled within a certain timeframe.
x10Reply now sounds more natural
- An improvement has been made to our x10Reply suggestions that bring them more in alignment with the natural flow of the conversations.
Conversation source detail on SuperSearch
- Now, we are showing the actual source of the conversation (Airbnb, SMS, VRBO). Before, if this was coming from a PMS we would just show the PMS name.
Well, the release train keeps on rolling here at Extenteam. We have officially released the next feature which makes it easier for customers to give us important information about their properties -
Snippets
.Snippets v1
- Before, we had "Extenteam Notes" which was a paragraph form single text field where customers could give information about their properties. It was scarcely used and hard to discover.
- Now, we have an improved UI/UX for the discovery of this feature and a fresh approach for our customers! Have a look at the video below:
Other Improvements
Reassign a conversation at anytime
- This feature allows for a conversation to be reassigned at anytime and will ensure that our supervisors have control over which agent should be managing a specific conversation. See the video below:
URL restrictions for OTA conversations
- This will make it to where agents aren't able to accidentally send a message to a guest for an OTA conversation with a link that could violate the terms of that platform. Security matters.
Automatically detected missing knowledge improvement
- Now, when x10 detects missing knowledge the "user" who reported it will be x10 and not the agent. This will help with tracking and analytics.
Additional information from the PMS'
- After some investigation, we found that through the API integrations we have there was an additional field that we can ingest from certain PMS'. Now, if any property in a PMS has notes added to the notes field we will be bringing that into our platform and using it for our x10AI responses!
Two product releases in one week? Yep! That is correct :)
Today we released a feature called Company Announcements. This allows for important company information to be shared and communicated to any user who is managing conversations. Have a look at the video for a full walk-through of this new feature!
We've been hard at work with some larger features that will be released soon, but in the meantime we have some nice features which were released today!
AI automated knowledge missing detection
Now, when x10reply is used and we can't find the answer to the guest question in the KnowledgeCenter we are automatically flagging that message for missing knowledge. Hurray for automations :)
Improvement to the UX of x10reply/notes and a menu update!
x10reply is now more prominent
Before. this was in a menu. Now, it is ready for the limelight!
Notes are now in the menu
Based on user feedback, we have moved notes back to the menu and modal so it is abundantly clear when a note is being left vs when a reply is being written.
Menu UX improvement
Now, instead of the menu pushing the other elements over the menu overlays. This is much smoother and more consistent.
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