AI customer messaging for Hospitality
Answer property-specific questions and route exceptions to the front desk.
Handle hotel questions across connected channels using the policies and amenities published for the right property.
For hotels, serviced apartments, and multi-property accommodation groups.
Hospitality operation
Connect
Connect your locations
Channel routing
Orchard Road
Tiong Bahru
Messenger
East Coast
WhatsApp Business
Downtown
Website live chat
Across the operationInboxes ready
Supported channels
Meet customers wherever they choose to message.
Instagram Direct
WhatsApp Business
Website live chat
Where Convo.run fits
Every guest inquiry reaches the right property context.
Answer stay questions across properties while keeping front-desk exceptions with people. Configure the workflow around the locations, teams, and boundaries already present in your operation.
01
Property-specific guest information
02
Arrival and amenity questions
03
Front-desk escalation
04
After-hours coverage
A clear automation boundary
Automate routine guest questions. Keep exceptions at the front desk.
AI can explain amenities, arrival information, and published policies. Requests that need availability checks, discretion, or policy exceptions stay with the people responsible for the guest.
AI can respond
Can I check in before 2 PM?
Grounded in Check-in policy
A person takes over
Can you waive my cancellation fee?
Policy exception requires a team member
The knowledge behind the answer
Publish shared hotel policies and property-specific guest information separately.
Publish common guidance once, scope local details to the right location, and encode the boundaries that tell AI when a teammate is needed.
SOURCE 01
Check-in policy
Published and available to the right locations.
SOURCE 02
Amenities
Published and available to the right locations.
SOURCE 03
Breakfast hours
Published and available to the right locations.
Reply mode by location
Begin with staff replies, then enable drafts or automatic replies.
Set the mode independently for each location after publishing its knowledge and handoff rules.
Team-only
Bring every channel into one inbox while your team handles each response.
AI drafts
Prepare replies for published guest information and repeatable stay questions, with a teammate reviewing before send.
Automatic
Answer eligible inquiries from published knowledge and hand off when a request reaches a configured boundary.
Answer guest questions from published information and send policy exceptions to the front desk.
Bring your locations, common inquiries, published information, and handoff rules.