Agents are the automations and flows that keep guest conversations and requests moving. They decide which department owns each conversation, who picks it up, what happens when a reply is overdue, and what guests hear outside opening hours. They run inside our platform, on the same live messages, requests, check-ins and approvals your team already handles, with no middleware in between.

Guest services, front office and department managers. Managers set the rules in the staff app settings, and Agents then run them on their own in the background.

No. Timed, trigger-based guest journeys are built in Engage, which uses the same platform events. A journey can start when a booking is made, changed or checked in, or when a request is created or resolved, and checks the guest's consent before any message is sent. Engage is switched on per brand.

They get an instant reply from a template you choose. Response timers follow each department's own opening hours, so the clock starts again when the department opens rather than overnight.

Yes. The reply goes out in the guest's language where it is known, you can choose which conversation types receive it, and Allin AI does not also answer the same message. Availability depends on your property; ask your Alliants contact.

Each messaging channel can belong to a department, so its conversations go straight to that team. Anything that does not match falls back to the property's default department, so nothing arrives unowned. Staff can still transfer a conversation or loop another department in, and automatic routing never overrides a transfer made by hand.

Yes, if you switch on auto-assign for a department. New work goes to the active colleague with the fewest open items, and you can set a maximum per person so anyone at capacity is skipped. The colleague who is picked gets an in-app notification and a push alert.

A response rule fires. You set how many minutes each department has to respond, and when time runs out, named colleagues get a push alert or the escalation goes to a team inbox. A reply from the team cancels the timer, and timers are checked every minute. We can also set up a rule to bring a backup department into the conversation.

Guest messages, service requests, check-in and check-out submissions, and authorisation requests. You can scope a rule to text messages, images or both, and to the item types that matter to that team.

No. Managers with the conversation-configuration permission, brand admins by default, set response times, alerts and opening hours for each department in the staff app settings. In-app lessons walk them through setting up rules and triaging escalations. Retired rules are kept on record, so past escalations still show which rule applied.

Every messaging channel on the platform: text messages, WhatsApp, web chat, Messenger, Instagram, Telegram, LINE, Viber and guest email. Requests and service orders created by your PMS and other connected systems follow the same department routing.

Yes. We register your endpoints during onboarding, and events are signed so your system can confirm they came from Alliants, with automatic retries on failure. For example, your systems are told when a guest withdraws consent, and an Engage journey can call your system instead of sending a message.

Routing, escalation rules and opening hours are available to every brand on the platform and set per department in the staff app. Auto-assign is switched on per department. We set up backup-department escalation, after-hours forwarding and webhook endpoints with you during onboarding.

Yes. Alliants is ISO 27001 certified. Security is built into the platform, from how staff sign in to how guest data is stored and erased.

On Amazon Web Services, in one regional deployment for your brand: Europe, the United States or Asia Pacific. Each brand has its own dedicated database, and data is encrypted in transit.

Outgoing events are signed with HMAC-SHA256, and signing secrets are encrypted at rest and never returned by the API. Calls to private or unsafe addresses are refused, and events from connected systems are stored before they are acknowledged, so none are lost if processing is delayed.

When a guest asks to be erased, the request clears their data across related records, including conversations, and keeps a record of what was cleared without holding any guest details. Consent is held per channel and checked before any message is sent. Escalation email addresses are hotel staff addresses, removed with the property or brand.

Routing, escalation rules and opening hours come with every brand on the platform. Talk to our team about how the rest of Agents is packaged for your properties.

Talk to our team. We will show you the module running in a hotel like yours and talk through how it would fit your properties and systems.