Handle a guest message forwarded to your team inbox

Written By Bram Haenraets

Last updated About 2 hours ago

Most guest questions are answered automatically by your AI assistant. When the AI cannot help, or when a guest asks to speak to a person, it forwards the conversation to your team inbox and tells the guest that someone will take over. This article shows you how to spot those conversations, reply as a member of staff, and hand the guest back to the AI when you are done.

What happens when the AI forwards a conversation

When a guest asks for a person (or the AI decides a human is needed), two things happen automatically:

  • The AI sends the guest a short message letting them know their request has gone to the team and that someone will help them directly.

  • The conversation appears in your Inbox, marked as unread, and you get a notification.

Nothing is lost. The full conversation, including everything the AI already said, is waiting for you in the Inbox.

Find the conversation

  1. In the left menu, open the Inbox.

  2. Your conversations are listed on the left. Unread ones are highlighted, and you can switch to the Unread tab to see only the ones needing attention.

  3. Click the conversation to open it. The guest's name and room number are shown at the top.

Read the conversation

The full thread is shown so you have all the context before you reply. Each message is labelled so you can see who said what:

  • AI ASSISTANT messages are the ones your assistant sent automatically.

  • STAFF messages are replies sent by your team.

  • The guest's own messages appear on the left.

If a guest wrote in another language, the AI translates it for you. Click Show original message on a translated message to see exactly what the guest sent.

Reply as a member of staff

  1. Type your reply in the message box at the bottom (Enter to send, Shift + Enter for a new line).

  2. Your message goes straight to the guest on WhatsApp and is labelled STAFF, so both you and the guest can tell it came from a real person.

While you are handling the conversation, the AI stays out of the way and does not reply. You are in full control.

Hand the guest back to the AI

When you have finished helping and want the AI to take over again:

  1. Click Return to AI at the top of the conversation.

  2. The AI lets the guest know they are back with the virtual concierge and can ask anything else.

  3. You will see a short confirmation that the conversation has been returned to the AI.

From that point on, the AI handles the guest again automatically, and you only get pulled back in if they ask for a person once more.