channels
WhatsApp, web; Airbnb service-only
Proposed first-pilot posture: Airbnb agent service-only; commerce through clearly eligible channels. WhatsApp alone does not establish permission.
Service first. Then everything else.
Understand guest needs, explain options, coordinate permitted next steps
service request
concierge request
human handoff
- Intake
- Listening / intake
- Explore
- Exploring
- Compose
- Composing
- Memory
- Remembering
- Collaborate
- Collaborating / human handoff
service-before-commerce rule
Service first; displaying an option is not booking confirmation
- What the narrative presents
- Service-first assistance and proposed optional commerce
- What remains unverified here
- Authorized autonomous sending, live booking/payment capability, measured conversion