Guest Messaging Automation is a system that automatically sends and manages messages between hotels and guests. It can send messages through different channels, such as text, WhatsApp, email, or web chat. These messages can be about booking confirmations, check-in instructions, ways to encourage customers to spend more, or requests for feedback. These messages can be sent out in response to certain events or actions taken by guests.
Hotels use automated messaging to cut the workload at reception and make sure guests always get the same information quickly. It helps make guests happy by replying to them quickly, offering them personalised deals, and letting them know about any changes to the service. Integration with a Property Management System (PMS) allows automation based on guest data, such as reservation status, check-in time, or stay history. This makes it easier to suggest room upgrades and other services, such as spa treatments. It also helps the hotel's different departments to work together more easily.
Viqal’s AI-driven platform takes guest messaging automation further by combining natural voice and text conversations with PMS integration. Unlike standard automation tools, Viqal detects guest intent in real time and provides context-aware responses instead of generic templates.
Important Note:
Automation should work with people, not replace them. Personalised responses are still very important for some guests or difficult questions.
