WhatsApp inbox & AI concierge
A threaded two-way guest inbox with an AI concierge, and a takeover switch so the AI never talks over your staff.
- Two-way threaded WhatsApp inbox
- One conversation per guest with full history
- AI concierge answering from your property data
- Automatic AI stand-down on staff reply
- + 9 more, all included
Guests do not want to phone you and they will not install your app, but they are already on WhatsApp. Orian puts that conversation inside the system that knows the reservation. One thread per guest, linked to their booking and their folio, with an AI concierge answering the routine questions instantly, breakfast times, late checkout, directions, day or night. The moment a member of staff replies, the AI stands down on that thread, because software talking over your team in front of a guest is worse than no software. And any inbound message can be turned into real, tracked, auto-assigned work with a two-tap picker.
Answered instantly, at 3am
The AI concierge replies from your own property data, check-in times, WiFi, facilities, the restaurant's hours, so the routine 80 percent of guest messages never wait for a shift to start.
The AI stands down for staff
Sending a staff reply silences the AI on that thread automatically. There is no toggle to remember, and the guest never gets two answers to the same question from two different voices.
Reservation and folio in the same pane
Each thread shows who the guest is, which booking they are on and what their balance is, so a reply does not require opening three other screens first.
Everything whatsapp inbox does. Not a highlight reel.
The inbox
A real support inbox, shaped for a hotel.
- Threaded conversationsOne per guest and channel, with unread counts and a rolling last-message summary.
- Search and filtersAll, unread, or needs-reply, so nothing sits unanswered because it scrolled away.
- Live pollingThe list and the open thread refresh on their own, no reloading to see a new message.
- Context panelGuest, reservation and folio balance beside the conversation.
- Attribution on every messageGuest, AI or a named member of staff, so a thread reads honestly.
- BroadcastA bulk send for the times you genuinely need one, with an explicit review step.
The AI concierge
What it answers, and where it stops.
- Answers from your dataProperty facts, times, facilities and policies as you have configured them.
- Thread-awareContext is rebuilt from the persisted conversation, so a restart does not lose the plot.
- Per-thread on/offAI can be enabled or disabled on any single conversation.
- Auto-silenced by staffA human reply switches it off on that thread without anybody deciding to.
- Guest linking by phoneThreads match to a guest and booking by phone number, and backfill as walk-ins become guests.
- Full communications logEvery automated and manual message, with the channel it went out on.
From message to work
The bit that stops requests dying in a chat window.
- Turn a message into a requestA picker for housekeeping, maintenance or front desk on any inbound bubble.
- Real task raisedIt writes a guest request and an auto-assigned task, exactly like a portal request.
- Department notifiedIn-app notification plus WhatsApp to the assignee.
- Falls back sensiblyIf a thread is not linked to a booking, it uses the guest's live stay.
- Visible on the ops boardThe request joins every other piece of open guest work on one screen.
- Closed with a guest messageMarking it done sends the guest a short confirmation.
A day with it, in four moves.
A guest messages
The inbound webhook threads the message against the guest, matching by phone number to their reservation and folio.
The AI answers, or does not
If the AI is enabled on that thread it replies instantly from your property data. If a human has taken the thread over, it stays quiet.
Staff take over when it matters
One reply and the AI steps back. The context panel already shows the reservation and the balance, so the reply is informed.
Requests become work
Anything actionable is turned into an auto-assigned task with the department notified, and the guest is told when it is done.
What happens elsewhere because of this.
Every module reads and writes the same data, so these are not integrations you configure, they are just what the system does.
Guest portal
The same lifecycle messages carry the portal link and PIN, and portal requests land on the same ops board.
Guest portalWithHousekeeping
A message turned into a request becomes a real auto-assigned task with the attendant notified.
HousekeepingWithVoice AI
The same AI layer answers your phone line, so a guest gets consistent answers on either channel.
Voice AI13 things you do not buy separately.
There is no module list to price up and no add-on tier. Every hotel on Orian gets the whole platform.
See what it costs- Two-way threaded WhatsApp inbox
- One conversation per guest with full history
- AI concierge answering from your property data
- Automatic AI stand-down on staff reply
- Per-thread AI enable and disable
- Reservation and folio context panel
- Unread, needs-reply and search filters
- Live polling of list and thread
- Guest and booking linkage by phone
- Turn any message into assigned work
- Department notification on assignment
- Broadcast messaging with a review step
- Full communications log per guest
WhatsApp inbox, answered.
Do we need a separate messaging vendor?
No, and that is the point. Most property systems make you buy a second product for guest messaging and wire it in over an API. Orian's inbox is part of the platform, which is why a thread can show the reservation and folio and why a message can become a real task.
Can the AI say something we would not?
It answers from your own property record and configuration, and a thread can have the AI switched off entirely. In practice the bigger safeguard is the takeover rule: the instant a human replies, the AI stops on that thread, so a conversation that needs judgement gets it.
What happens if the same guest messages months later?
It is the same thread. Conversations are keyed to the property, channel and guest phone number, so history persists and the AI rebuilds its context from the stored thread rather than from memory that vanishes on restart.
Can a guest request from WhatsApp reach housekeeping?
Yes. Any inbound message has a 'turn into request' action with a housekeeping, maintenance or front-desk picker. It writes the guest request, raises the auto-assigned task, notifies the department, and shows up on the live ops board with everything else waiting.
Something else on your mind? Ask us directly , a person answers.
Keep going
A real phone line, answered around the clock, that quotes live rates and creates the booking while it is still talking.
Read moreA branded guest app for the whole stay with nothing to download, and requests that become real work on the floor.
Read moreThe busywork runs itself on a schedule, logs everything it did, and holds anything sensitive for your approval.
Read moreSee whatsapp inbox running your hotel.
We load your rooms, your rates and your channels before the call, so the demo is your property, not a sandbox with someone else's data in it.
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