Bram Haenraets

How the AI replies to incoming guest messages — answers, escalation, and active/paused states.

Your AI Concierge

Where the AI gets its answers, its personality, web search, and testing.

How the AI answers

When the AI hands a conversation to your team, and what guests see when no one is available.

Escalations and handoff

Guides for setting up Viqal, automating guest messaging, and running your team inbox.

Viqal homepage

Book a demo

Changelog

Get set up and sending — connect your property, channels and team.

Getting Started

What Viqal is, your first steps, and how to find your way around.

Welcome to Viqal

Reach out to guests automatically — Guest Journeys, Campaigns, and the Templates they use.

Messaging Automation

Create, manage, translate and get approval for the reusable messages Viqal sends.

Templates

What templates are, the formats, how to create one, variables, and how they adapt across channels.

Creating templates

The template detail view — overview, preview, versions, performance, where it's used.

Managing a template

How translations are created and what the publish review checks before a template goes live.

Reviewing and translating messages

What each status means and how to handle a rejection.

Template approval and why Meta rejects templates

Build the automated, stage-by-stage message journey every guest moves through.

Guest Journey

Send one-off targeted broadcasts to a segment of guests, now or scheduled.

Campaigns

Handle live conversations yourself — replies, handovers, and what the AI does for you.

Team Inbox

Read, reply, take over from the AI, manage tasks, and use the guest panel.

Using the Inbox

Find and triage conversations — search, the Overdue/Staff-Needed bands, and filters.

Search and filters

Configure your property — rooms, amenities, policies, languages, variables, and the knowledge your AI draws on.

Property Setup

Property info, amenities and guest policies — the facts your AI answers from.

Property setup

Manage guest profiles, stay context, and the data Viqal uses to personalise messages.

Guests & Contacts

What Contacts is, where contacts come from, adding them, the profile, and archiving or removing.

Contacts overview

Search, filter and tag contacts, and act on many at once.

Finding, filtering and bulk actions

Manage marketing consent per channel for each contact.

Consent and opt-in

Set up and manage the channels guests reach you on — WhatsApp, RCS, SMS and email.

Channels

Viqal talks to guests on the channels they already use — WhatsApp as the primary channel, with RCS, SMS and email as automatic fallbacks. WhatsApp runs on the official WhatsApp Business Platform through a WhatsApp Business Account (WABA), which you set up from your Viqal dashboard.

Connect WhatsApp

Verify your Meta Business Account

Check your WhatsApp Business Account (WABA)

Apply for WhatsApp's Official Business Account badge — requirements, how to apply, and messaging tiers.

Get the blue tick on WhatsApp

Control the fallback order, channel capabilities, and SMS fallback.

Channel delivery settings

Run the account — team, billing, channel delivery and logs.

Account & Admin

You can invite colleagues to your Viqal account so they can help handle guest conversations, set things up, or manage the workspace. Each person gets their own login, and you decide how much access they have. This article shows you how to invite someone and what each role can do.

Adding a team member

Viqal main system on/off switch

Automate specific workflows and use cases

Use cases

This is the one template that comes pre-made for you. It is ready to go the moment you are set up, so you can test it straight away or simply let it run for real guests exactly as it is. Nothing needs building first. When you want to make it your own, you can amend the wording or replace it entirely at any time, as shown below.

Set or change your booking confirmation message

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.

Handle a guest message forwarded to your team inbox

Great guest communication does not wait for guests to ask. With Viqal you can reach out automatically at the right moments, from the minute they book to after they check out. This article explains what to send at each stage of the stay, so you save your team time, lift the guest experience, and open up upsell opportunities, all on WhatsApp.

Proactively reach guests throughout their stay

A campaign is a single message sent to a group of guests at one moment in time. Use it for anything timely: a weekend promotion, an event invite, a seasonal offer, or an announcement. This article explains when to use a campaign and how to create one.

Send a one-off marketing campaign

The guest feedback flow asks every guest how their stay went, then sends them somewhere different depending on their answer. Happy guests get a link to leave a public review. Unhappy guests get a private form instead, so you hear about the problem before it becomes a review. This article shows you how to set it up.

Set up a guest feedback flow in WhatsApp

The guest registration card collects everything your front desk would normally ask for on arrival, before the guest gets there. Guests fill it in on WhatsApp in a few minutes, so check-in becomes handing over a key rather than filling in a form at the desk.