Every conversation, one inbox
WhatsApp, email, webchat, Instagram and Facebook messages for every hotel land in one inbox, with the conversations that need a person on top.
Group Lumen is our demo group: six hotels, each in its own brand and language.
What it does, exactly
The unified inbox brings every guest conversation from every channel and hotel into one place. Whisper answers what it can and flags what needs the team, with the guest's booking beside each thread. Each hotel's team works its own conversations, and a group can see them all.
- Channels
- WhatsApp, email (Gmail and Outlook), webchat, Instagram and Facebook
- Works with
- Your PMS, for the booking beside every thread
- Answered by
- Whisper first; the team for anything that needs judgement
- Across a group
- Per hotel for teams, all hotels for the group
How it works
Messages arrive
From WhatsApp, email, webchat, Instagram and Facebook.
Whisper answers what it can
And flags what needs a person.
The team picks up
With the booking and the whole thread beside it.
What's inside
Every channel
WhatsApp, email (Gmail and Outlook), webchat, Instagram and Facebook.
Every hotel
Each team sees its own hotel; the group sees them all.
The booking beside the thread
Dates, room and extras from the PMS next to every conversation.
What needs a person, on top
Whisper flags the conversations it shouldn't answer.
Before and after Whisper
- Five places to check
Without AskWhisper: Email, phone, WhatsApp, Booking.com and Facebook
With AskWhisper: One inbox
- Which booking is this?
Without AskWhisper: Look it up in the PMS
With AskWhisper: Shown beside the thread
- What needs me?
Without AskWhisper: Read everything
With AskWhisper: Flagged on top
At a real hotel
Questions hoteliers ask
See every questionYes. WhatsApp, email, webchat, calls and the threads coming through your PMS all arrive in the same inbox, grouped by traveller rather than by channel. Someone who asks on webchat and follows up on WhatsApp is one conversation, not two separate ones.
They're routed by what they're about. A housekeeping request goes to housekeeping instead of queueing behind a rate question at the front desk, and whoever picks it up sees the whole thread. Nothing depends on one person remembering to forward it on.
For the PMS side you need a supported system, because those threads carry live reservation data. Everything else, including WhatsApp, email, webchat and calls, works regardless of what you run. A hotel with no connected PMS still gets one shared inbox.
They stay visible in the shared inbox rather than sitting unread in one person's app. Nothing depends on a single member of staff being on shift, and anything left waiting is in front of whoever is. The thread stays with the traveller it belongs to.