Messaging is one inbox for every guest conversation. Guests write on the channel they already use, and your front office, guest services, concierge and department teams answer from a single thread. Guest and supplier conversations sit side by side, and each conversation is tied to the same guest profile used across alliants.ai.

Fewer calls reach the front desk, and your team has more time for guests. In our figures: 71% faster than phone calls · 57,371 staff hours saved, an average of 299 hours per property.

WhatsApp, text message, email, web chat and the guest web app, plus Messenger, Instagram, LINE, Telegram, Viber and WeChat. Text message and WhatsApp messages from the same guest at the same property merge into one conversation, and a closed conversation reopens when the guest writes again on any channel.

Yes. Guests can chat from your own iOS and Android apps and from in-room tablets, and those messages land in the same thread as every other channel. Availability depends on your property; ask your Alliants contact.

No. Guests write in their own language and staff reply in theirs. Incoming messages are translated for staff, and replies are translated into the guest's language as they are sent. Staff always see the text they typed and the guest's original message beside each translation.

An automatic reply on the channel they used. Each department sets its business hours and can send an out-of-hours reply, and departments can also send an acknowledgement on a guest's first message. You choose whether to switch these on.

Yes. STOP and unsubscribe requests are honoured per channel, and opt-outs from mobile carriers show as their own status, so staff know why a guest cannot be reached on that channel.

Each channel routes to a default department, and staff can assign, transfer or bring another department into a conversation by hand. You can also forward conversations to another department on a schedule, such as overnight, set in your property's time zone.

Your rules escalate it. Each department can set rules that escalate unanswered messages or open requests by email, or forward them to one or more teams. Timers start and stop with the service, check-in, check-out and authorisation requests raised in the thread.

Smart views with live counts by channel, department, tag and status show what needs attention. Staff can snooze, pin or mute conversations, leave internal notes and @mention colleagues, step through waiting conversations in triage mode, and keep conversations docked while they work elsewhere. Unsent replies are kept across a page refresh.

Yes. One template library covers every channel, with owners and visibility by department or property. Templates fill in guest and property details, can carry action buttons and attachments, and can be scheduled to send at a set time. You can create and submit WhatsApp templates and follow their approval status.

Messaging tracks it for you. Staff can see when the 24-hour WhatsApp window is open, and outside it they are guided to an approved template, so replies still reach the guest within WhatsApp's rules.

WhatsApp through Meta's WhatsApp Business Cloud API or Twilio, text message through Twilio, email through SendGrid, and web chat and further channels through Sunshine Conversations. Translation uses Google Cloud Translation and Gemini, with a China-hosted translation provider and WeChat customer service for properties in mainland China.

We switch Messaging on for your brand, with WhatsApp, text message and email enabled per channel. Channels, departments, business hours and escalation rules are then set up for each property during onboarding, and a set-up wizard checks each channel's credentials before it goes live.

No. Staff use alliants.ai in any modern browser, and guests message from the apps they already have, the guest web app or web chat, with nothing to download.

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.

When a guest asks to be erased, the request clears their data across related records, including conversations, messages, AI summaries, drafts and voice recordings, 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.

Messaging is part of the Signature, Messaging and All-In bundles. Pricing is agreed per contract, so talk to our team about the right bundle for your properties.

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