HiJiffy Launches Email Copilot: AI That Drafts Hotel Email Replies
Guests wait nearly 15 hours for an email reply, even when hotel teams respond in under five. Email Copilot helps teams clear the overloaded inboxes faster, without ever sending a message on its own.
HiJiffy, the AI-powered Guest Communications Platform for hotels, launched Email Copilot. It's an AI assistant built into the HiJiffy console that drafts email replies for reservations and front-desk teams. It’s designed to cut the time spent on each guest email while keeping the agent in control: nothing is sent until a person has reviewed it.
A study by EmailAnalytics (Q1 2026, 27.7 million emails analysed) found that hospitality teams reply in 4 hours 50 minutes during working hours, but guests actually wait nearly 15 hours (14h58m) for a response. The problem isn't slow members of staff. The gap comes from emails that arrive outside working hours and pile up overnight, so teams start each morning already behind.
Email Copilot starts working as soon as a guest email arrives, so a draft can already be waiting when the agent opens the thread. Three AI agents work in sequence. The first matches the guest's request to the hotel's Answer Templates, the second searches the property's Knowledge Base, and the third combines both into a reply. When an email contains several unrelated questions, they're answered in one coherent draft. Agents can change the tone, translate the reply into any language the console supports, and summarise long threads on demand.
At Oliva Nova, one of the first hotels to use Email Copilot, the results showed up during peak season. "We answer in a day now. Last summer it was five days," said Ainoa Martín, Reservations at Oliva Nova. "Before, a proposal took me about 30 minutes, and I only work eight hours. Now it's five to seven minutes because I only add the options."
"We didn't build Email Copilot to replace the reservations team. We built it so they stop losing time hunting for information and spend it on the guest instead. The AI handles the first draft; the final call is always human," said Tiago Araújo, CEO & Co-Founder at HiJiffy.
Transparency instead of a black box
Every suggestion comes with an Insights panel. It shows the Answer Templates used and the Knowledge Base documents or website pages behind the answer. When information is missing, or a question needs a staff member's judgement, Email Copilot is designed to flag it rather than fill the gap. It inserts a visible tag showing what the agent needs to complete, and the Send button stays locked until every tag is resolved. Sent emails are labelled "Generated by AI" or "Generated with the help of AI", so managers always know where AI was involved. A dedicated report tracks adoption, time saved and the gaps in each hotel's Knowledge Base.
"The hard part wasn't generating a reply. It was making sure the team never sends one it shouldn't. That's why every suggestion shows where it came from, and the Send button stays locked while information is missing. " said José Mendonça, CTO & Co-Founder at HiJiffy.
Email Copilot is available now as an add-on for HiJiffy customers using Aplysia 3.
