Messaging

What is it for?

The Messaging section gathers in a single screen the conversations with guests on WhatsApp and on the website chatbot, and allows configuring the AI Assistant that replies automatically. To access it, choose the Messaging entry from the side menu.

On the left is the channel rail: WhatsApp (WhatsApp conversations), Website (the conversations of the chatbot embedded in the site) and Configure AI (gear icon, for the assistant settings). An orange badge on a channel shows how many conversations require an operator (escalation).

? Screenshot: Messaging section with the channel rail

Prerequisites

• A connected WhatsApp number: if missing, the connection screen appears, with the choice between WhatsApp Premium (QR code connection) and WhatsApp Business Meta. The connection is completed right here with the guided procedure of the chosen provider, or from the WhatsApp card in Settings → Integrations.
• The AI Assistant configured and active: if missing, the onboarding to configure and activate it appears.

The WhatsApp inbox

The chat screen is split into three columns.

• Conversation list (left): for each conversation the guest name, preview of the last message, unread count, phone number, an AI badge if the assistant is active on that chat and a yellow triangle if there is an escalation to handle. At the top: search, filters for escalations only or archived, and New Conversation with a CRM guest.
• Chat (centre): the messages (text, images, audio, documents) and the writing bar. In the header: room number and guest status (Pre-Stay / In-Stay / Post-Stay / Rejected), the AI toggle (enables/disables the bot for this chat only), the Translation toggle (translated or original messages), the CRM record button and Archive.
• Contact panel (right): the guest's data, the room, the CRM link and the real-time updates status.

? Screenshot: WhatsApp conversation inbox

As an operator it is possible to: reply manually, handle an escalation (by clicking the flagged message), disable the AI to step in personally, send attachments, translate messages, archive the conversation and turn a message into a FAQ with Add as FAQ.

The Website channel (webchat)

In the Website channel you manage the conversations of the chatbot embedded in the site: the list shows visitor sessions, anonymous (identified by a code) or with the email collected by the bot. If the widget is not yet installed on the site, a notice invites you to configure the API key (Configure widget).

The webchat works differently from the WhatsApp channel:

• manual replies are possible only with the AI disabled: switching off the AI toggle shows the reply box;
• replies are text only: no attachments or media;
• there is no automatic translation and no New Conversation (the visitor starts the chat);
• there is no guest status or room number: site visitors are not recognised guests;
• instead of archiving there is session deletion;
• the CRM record is available only if the bot collected the email and it is linked to a guest.

Escalation handling (dedicated filter and Mark as handled) and the per-session AI toggle work the same.

Hotel AI Configuration

The Configure AI button opens the settings panel: a collection of cards grouped in four areas — Shared (the bot's knowledge, common to WhatsApp and website), WhatsApp channel, Website and Tools. Each card opens its own page.

? Screenshot: AI Assistant settings hub

The bot's knowledge (shared cards)

• General Hotel Info: description and type of property, and the automatic Privacy Policy message at the start of the conversation.
• Services: the list of the property's services (pool, spa, restaurant...), plus contacts and emergencies.
• Frequently Asked Questions (FAQ): question/answer pairs the bot uses as its primary source; they can also be created from the inbox with Add as FAQ.
• Places of Interest: nearby restaurants and attractions the bot can recommend.
• Unit Configurations: bot content and behaviour for a single room/apartment — the most intricate part, explained in the paragraph below.

AI Configurations per Unit, in detail

This is the most intricate part of the configuration: it lets the bot use different content and behaviour for each room/apartment. The card opens the AI Configurations per Unit page, which lists the property's units (created in Settings → Unit Management) with the Total units and Configured counters; already customised units show the Configured badge, the others Uses global.

? Screenshot: unit list in the AI Configurations per Unit page

To customise a unit:

• click Activate on the unit: the configuration opens with Unit Name (e.g. VIP Suite 301), Description, optional address and contact, and internal notes; optionally the four operator-handoff messages can also be customised for this unit only (Medical/safety emergencies, Human operator request, AI can't reply, Too many consecutive messages);
• for each of the three content sections (FAQ, Places, Services) choose the mode with which the bot uses the unit's content: Base property info only (uses only the global information), Base property info + unit-specific (adds the specific content to the global one) or Unit-specific info only (ignores the global one);
• load the specific content via the Manage specific FAQ/Places/Services links, or from the FAQ, Places and Services pages by selecting the unit from the filter: what is entered with a unit selected applies to that unit only.

? Screenshot: unit configuration with the three per-section modes

? Screenshot: notice in the FAQ page with a unit selected

From the list it is also possible to Deactivate (the unit goes back to global information only), Clone to other units (copies the configuration to the chosen units, overwriting existing ones) and Show QR Code of the room.

WhatsApp channel

• Tone of Voice: Formal (polite form, no emojis) or Informal (casual tone, with some emojis).
• CRM Integration: if enabled, the bot recognises the guest's number, asks whether they are a guest and saves the contact.
• Unit Verification: if enabled, the bot asks for/verifies the room to give personalised answers.
• Chatbot Time Window: always active or only within a time slot (overnight slots supported). Outside the window the bot does not reply and does not notify the guest.
• Operator Handoff: the four messages the bot sends when passing the conversation to a person — Emergency, Human Operator Request, AI Knowledge Limit and Message Rate Control (too many messages in a row).
• If the property has both providers, the one used by the bot is also chosen here.

Website

• Website Chatbot: the API key and the script to paste into the site, the authorised domains and the daily request limit.
• Customise Widget: colour, position, header text and proactive invite (with configurable delay).

Tools

• QR Codes: the property and per-room QR codes to print — guests scan them to start the WhatsApp chat (per-unit ones are also in the Unit Configurations).
• AI Chatbot Test: a test chat to verify the answers with the real configuration, without using WhatsApp.
• Website Import (if enabled): automatically extracts Services and FAQs from the property's website, to be reviewed and approved before use.

How the bot behaves with the guest

When a message arrives, the chatbot:

• checks that it is active for that conversation and within the time window;
• detects the guest's language and replies in it;
• builds the answer using only the configured information (FAQ, Services, Places, property info): it does not invent times, contacts or prices;
• if needed, hands over to an operator (escalation), notifying the guest with the configured message: in case of emergency, explicit request for a person, unavailable information or too many messages in a row.

Special behaviours: for WiFi credentials the bot inserts the real password (if configured) without ever inventing it; it never provides IBANs or bank details; it recognises the CRM guest and the room (if the options are enabled); it adapts tone and emojis to the chosen setting.