Hotel Guest Message Concierge

In a hotel, front desks, especially overnight, fall behind on guest messages that the arrival guide already answers, while the few that really matter, such as an allergy, a complaint or a room fault, can wait until morning. This Botlit concept gives each property a guest inbox in which an agent on WhatsApp and web chat is designed to answer from the property's approved content and route everything else to the right person.

The illustration shows a Guest Inbox for a sample property, reached through a travel concierge agent, with Messaging and Web chat badges and filter tabs counting all threads, those answered by the agent, those needing staff and those escalated. Each thread shows the guest, a booking reference or room number, the question and a status tag: a late check-in question and a festival shuttle question are answered, a request for breakfast without tree nuts is escalated to the duty manager, a warm-room complaint has a work order opened, and an extra-pillows request was sent to housekeeping.

The open thread starts with a booking context card from GGNomad showing the arrival date, length of stay, room type, view and a late-arrival flag. The guest asks whether they can still check in after landing late at night. The agent answers that the front desk is staffed all night, the key will be ready under the booking name and where overnight parking is, citing the arrival guide and the parking and access content. A Handoff Rules card lists where things go: allergy or health to the duty manager, a room fault to an engineering workflow, a refund or rate dispute to the front office manager, and anything without a matching passage to the front desk.

Three other Burdenoff products appear in the design. The agent is designed to read GGNomad booking context such as arrival date and room type, so answers fit the stay. A room-comfort complaint can trigger a FluidGrids workflow, shown here as a room comfort check, which is designed to open an AssetHandler work order for engineering, and the card links the open work order. A Knowledge bases card lists the arrival guide, house policies and a festival week FAQ as ready. Every thread is designed to stay in the shared inbox, so the next shift sees what was answered and what is still open. The concept is aimed at front office and night teams, duty managers and guest experience leads.