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Travel & Hospitality · Support

Guest Concierge

Direct staying guests to approved property information and the team responsible for a request.

For travel & hospitality teams handling support conversations.

Example workflow
Discuss this workflow →

What this chatbot helps with

  • Direct staying guests to approved property information and the team responsible for a request.
  • Clarify property before the team follows up.
  • Organise service request, optional room reference into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hello, I have a question about guest concierge.
Which property service can we help with?
I’m enquiring about property. Could your team help me understand the options and process?
Would you like the front desk to follow up? You can skip anything you would rather discuss with a colleague.
I’d prefer to discuss the details with someone.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify support intent and explain the scope.

  2. 02

    Relevant questions

    Which property service can we help with?

  3. 03

    Captured details

    Property · Service request · Optional room reference

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Property
  • Service request
  • Optional room reference

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Destinations and service inclusions
  • Office hours and consultant languages
  • Booking, cancellation and document guidance approved by staff
  • Approved answers to “Which property service can we help with?” and “Would you like the front desk to follow up?”
  • A named team responsible for guest concierge enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

Room charges and fulfilment need property systems or staff confirmation.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

Urgent assistance, lost property or complaints requiring discretion.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your support process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and urgent assistance, lost property or complaints requiring discretion.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about guest concierge

What does the team need from the first conversation?

Start with property and service request. Collect the other suggested details only if they help the next action. Would you like the front desk to follow up?

Can it complete this request automatically?

Room charges and fulfilment need property systems or staff confirmation. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

Urgent assistance, lost property or complaints requiring discretion. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your travel & hospitality process. Which property service can we help with? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

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