Chat + voice notes
WhatsApp
The fastest channel. Where most guests now prefer to talk.
Rich mediaQuick replies1-tap bookingVoice notes
Native replyAI
Hola, sí, el spa abre los domingos de 10:00 a 22:00. ¿Reservo?
Active across
Omnichannel Inbox
Every guest conversation,
one intelligent inbox
WhatsApp, Email, Web Chat, Meta Socials, and OTA messaging, unified under AI that knows every booking detail, every guest preference, every open request.
Five channels. One inbox.
Connect every surface
your guests already use
Each channel connects in minutes from Settings → Channels. All conversations flow into the same AI-managed inbox.
Long-form threads
Email
For longer threads, bookings, group inquiries, post-stay.
Threaded repliesBranded signaturesAttachmentsFollow-ups
Native replyAI
Subject: Re: Spa & pet policy, Dear Guest, the spa at Mare opens…
Active across
DMs + comments
Instagram
DMs and comment replies. The most public touchpoint.
DM auto-replyComment moderationStory mentions
Native replyAI
Hi! Pets up to 8kg are welcome at Mare for €15/night
Active across
Messenger + page
Facebook
Messenger DMs and page comment replies. Same AI, same inbox.
Messenger DMsComment repliesPage inbox
Native replyAI
Bonjour! Oui, nous avons des chambres disponibles pour ces dates. Je réserve?
Active across
OTA guest chat
OTA Messaging
Win OTA guests by replying first, in their inbox.
OTA chat syncPre-stay upsellReservation context
Native replyAI
Yes, sea-view rooms available Sept 12-18. Want me to hold one?
Active across
On-site visitors
Web Chat
Concierge on every page of your booking flow.
Live availabilitySite-aware answersDirect booking link
Native replyAI
All-inclusive includes breakfast, dinner, drinks, and the kids club.
Active across
See it in action
Every channel feels native to your guest
Each platform looks exactly as your guests expect. WhatsApp feels like WhatsApp. Instagram feels like Instagram. One AI behind all of them.
WhatsApp
AI that reads the room
Guests message on WhatsApp. The AI answers instantly, pulling from your KB, their booking details, and memories from every past stay, before you can pick up the phone.
GuestMaker AIsame conversation, both sides synced
14 themes, plus your own
Every guest intent has a path
When a conversation needs a human, the AI classifies it against 14 themes, generates a translated conversation summary, and fires a branded escalation email to the exact team that can resolve it - reservations, events, front desk, finance, or directly into your helpdesk platform (Freshdesk, Zendesk, Salesforce) as a ticket.
01 / RESERVATIONS
Booking Cancellation
Guest wants to cancel an existing reservation.
- Checks rate type (flexible vs non-refundable) before routing.
- Routes to Reservations with booking ref and cancellation reason.
"I need to cancel my reservation for next month"
02 / RESERVATIONS
Booking Modification
Guest wants to change dates, room, or party size.
- Extracts current booking, new dates, and modification request.
- Routes to Reservations with full context so no follow-up is needed.
"Can I move my check-in date to the following week?"
03 / IN-STAY
Special Requests
Service action on an existing stay needing hotel coordination.
- Covers early check-in, upgrades, cots, decor, dietary arrangements.
- Routes to the hotel's operations team with check-in date and details.
"Could you arrange birthday flowers and champagne in our room?"
04 / REVENUE
Group Bookings
Large group reservation requiring specialist block pricing.
- Triggers on group size signals or explicit group rate requests.
- Routes to Events with party size, preferred dates, and contact details.
"We need rooms for 30 people in October - any group rates?"
05 / REVENUE
MICE / Events
Meetings, incentives, conferences, and exhibitions enquiries.
- Detects conference, seminar, incentive, or exhibition intent.
- Routes to Events with headcount, AV needs, and preferred dates.
"We need a conference room and full-day catering for 80 delegates"
06 / REVENUE
Weddings
Wedding and ceremony enquiries needing a dedicated coordinator.
- Triggers on wedding, ceremony, or civil event language on any channel.
- Routes to Weddings with date preference, guest count, and budget signals.
"We'd love to host our wedding ceremony and reception here"
07 / REVENUE
Corporate Long-Stay
Extended stays, negotiated corporate rates, and invoicing needs.
- Triggers on relocation, extended stay, or corporate account language.
- Routes to Corporate Desk with company name, stay length, and party size.
"We need 10 rooms for 3 months for a project team relocation"
08 / TRADE
Travel Agent
Inbound enquiries from agencies and tour operators representing clients.
- Detects when caller identifies as agent, operator, or OTA representative.
- Routes to Trade Sales with agency name, client details, and request.
"I'm booking on behalf of a corporate client - do you have agent rates?"
09 / GUEST CARE
Complaints
Guest dissatisfaction requiring management escalation and recovery.
- Detects frustration signals across all channels and languages.
- Routes to Management with sentiment summary and full guest history.
"I am very unhappy with the condition of my room and the service"
10 / GUEST CARE
Accessibility
Disability and accessibility accommodation requests for a stay.
- Triggers on wheelchair, hearing loop, carer, or accessibility language.
- Routes to Front Desk with requirement detail and booking reference.
"We need fully wheelchair-accessible facilities throughout our stay"
11 / GUEST CARE
Billing
Payment disputes, invoice queries, and charge correction requests.
- Triggers on unexpected charge, refund, or invoice dispute language.
- Routes to Finance with guest ID, disputed amount, and stay reference.
"There is an unexpected charge on my bill I did not authorise"
12 / SALES
Booking Intent
Caller wants to make a new reservation with the hotel group.
- Agent qualifies hotel, dates, and party size before handing off.
- Routes to Sales with a fully qualified lead ready for conversion.
"I would like to make a reservation at one of your hotels"
13 / SALES
Availability Inquiry
Caller asks about room availability or rates before committing.
- AI checks live rates via the booking engine, then routes if needed.
- Routes to Sales with hotel, dates, party size, and rate context pre-filled.
"Do you have any availability for two adults in July at Mallorca?"
14 / KNOWLEDGE
Unanswered Question
AI searched the knowledge base and could not find a confident answer.
- Fires when KB retrieval returns no sufficient match for the query.
- Whisper message carries the exact question so staff pick up seamlessly.
"Can you explain the exact terms of your private beach access policy?"
15 / CUSTOM
Custom Theme
Define your own escalation theme for anything specific to your hotel group.
- Name the theme, set the trigger phrases, and assign the destination email.
- Routes any conversation that matches your criteria to exactly the right team.
"Configure any intent pattern unique to your property or brand"
Routed to the right team in real time. No inbox zero guilt.
Two layers of intelligence. Active on every message.
The AI that never forgets anything,
about your property or your guest
Before it writes a single word, the AI loads two distinct layers in under 50ms: the complete knowledge base for your hotel group, and everything it has ever learned about this specific guest.
EC
Do you have pool towels? Also, my wife has a shellfish allergy - is the restaurant able to accommodate?
LOADING CONTEXT0/6
KBpool towel policy94%€20 refundable deposit · available at reception
KBshellfish allergy91%Full allergen menu · kitchen notified 24h before arrival
MEMVoice · Mar 2026Shellfish allergy - critical flag · confirmed on booking call
MEMWhatsApp · Jan 2026High floor ocean view · 2 young children travelling
BOOKINGCurrent reservationHalf Board · Jul 14-18 · Deluxe Ocean View · Gold · Stay #3
STAGELifecycle positionPre-Stay · 4 days to arrival · hold expires 6:00 PM today
AI96% confidenceresponded in 1.4s
Hi Ethan! Pool towels are available at reception with a €20 refundable deposit. I've already flagged the shellfish allergy across all F&B outlets and your half board dining - the kitchen will have full allergen-free alternatives prepared from your arrival on the 14th. Is there anything else I can arrange before you get here?
01 · PROPERTY KNOWLEDGE
Knowledge Base
Every fact about every property, from menu prices to parking policy, stored as vector embeddings and retrieved via semantic search in under 50ms.
- Auto-crawled - website, booking engine, PDFs, PMS, and Google Drive - continuously updated
- Semantic search - returns the right entry regardless of how the question is phrased
- Multimodal - room photos and visual content embedded - guests can describe what they want
- No blind spots - answers questions no FAQ covers - from spa prices to the cost of a cup of tea
02 · GUEST MEMORY
Guest Memory
Everything extracted from every past conversation - across every channel, every stay - structured, tagged, and injected into every future interaction.
- Auto-extracted - at the end of every conversation across all 6 channels
- Channel-tagged - WhatsApp, Voice, Email, Web Chat, Instagram, Messenger
- 8 categories - preferences, dietary, interests, complaints, context, and more
- No re-asking - the AI already knows - injected at the start of every new conversation
INBOX INTELLIGENCE
Every conversation, measured, attributed, lifted.
Volume, AI reply quality, escalation routes and topic mix across every channel, with AI agents flagging anomalies and synthesising weekly health reports in the background.
Click any tab to switch channel · agent rows expand for full report
Three AI agents
One inbox. Three agents.
Every scenario covered.
Every incoming message is classified and routed to the right agent before the guest finishes reading their own message. All three pipelines are fully autonomous: answering, requesting, or selling.
Answers every guest question. Searches the KB, reads memories, sends photos, checks weather, handles availability.
10 tools6 channels94% avg confidence<2s response
EC
Ethan Clarke
+1 305 555 0189 · Lumia Ocean Resort
Pre-Stay
WhatsApp
Today · 10:14 AM
Is the spa open today? What time does the rooftop bar close on Sundays? And could you send me some photos of the pool area?
10:14 AM
AI Execution Log1.2s
Knowledge Base
searching vector index...
Knowledge Base
...
Guest Memory
...
search_hotel_photos
...
Response generated
...
LOADED CONTEXT
BOOKINGJul 14–18 · Half Board
ROOMDeluxe Ocean View (Connecting)
PARTY2 Adults · 2 Children
LOYALTYGold Member · Stay #3
STAGEPre-Stay · 4 days out
ACTIVE MEMORIES
Prefers high-floor rooms with ocean viewWhatsApp
Shellfish allergy: flagged critical across F&BEmail
Travelling with 2 children ages 7 and 9Voice
Common questions
Before you ask.
Anything not covered here, put to us on a call. Book a demo and we will answer it against your own stack.
No. Every channel is answered through its own native API, so the guest sees a normal WhatsApp thread, a normal Instagram DM, a normal email. There is no widget, no portal and no branded wrapper on the guest side. The unification happens on your side of the screen.
It classifies the conversation against 14 escalation themes, writes a translated summary, and emails the team that can actually resolve it, with the booking attached. It never guesses. Unanswered questions are also logged as knowledge gaps so the gap gets closed rather than repeated.
Yes, from the inbox, on any channel. Taking over pauses the AI on that conversation only, and it resumes when the conversation is marked resolved. Nothing is double-sent, and the guest never sees a handover.
The CDP matches the conversation to a reservation across your PMS instances, so before the AI writes a word it has the room, the dates, the board, the loyalty tier and the stay history. That is why a reply can say "your suite on the 14th" rather than asking which booking the guest means.
It replies in the language the guest wrote in, across every channel. Language is detected per message rather than per contact, so a guest who switches mid-thread is followed rather than corrected.
No. Each channel connects on its own from Settings, and most go live in under an hour. Starting with one, usually WhatsApp or web chat, is the normal path; the knowledge and the guest memory built there carry over the moment a second channel is switched on.
Yes. The Web Chat channel is a full AI hotel chatbot: it reads live availability, answers from your knowledge base, and hands a guest straight to a booking link. It runs on every page of your site, not just a contact form, and every conversation it has lands in this same inbox alongside WhatsApp, email and your other channels.
A per-contact spend cap, mandatory escalation triggers for legal, safety and chargeback language, a prompt-injection scanner, and output scrubbers that strip commitments and PII before a message leaves. Anything hitting those rules goes to a human instead of being answered.
Every conversation carries an execution log: which knowledge entries were retrieved and at what confidence, which memories loaded, which tools ran, how long it took and what it cost. Analytics roll that up per channel, per property and per outcome.
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