---
title: "Hotel guest messaging assistant (in build) · Vivified Tech"
description: "A messaging assistant being built for a boutique resort to answer routine inquiries across chat channels using live rates."
url: "https://vivifiedtech.com/case-studies/guest-messaging-assistant/"
---

Design preview: shared inbox where an assistant answers routine guest questions with live rates and hands over to staff

Design preview of the shared inbox, not the final product. Names and figures replaced with placeholders.

Today

## Guests ask on four apps. Staff answer each one by hand.

LINE

Messenger

Instagram

TikTok

### Context

A boutique resort receives guest inquiries across several messaging channels: LINE, Messenger, Instagram and TikTok.

### The boring work

Staff copy and paste the same things all day: rates that change daily, photos, and answers to common questions. It's slow and repetitive, and a rate pasted a day late is a wrong rate.

> A rate pasted a day late is a wrong rate.

What we're building

## One inbox for every channel.

An assistant that connects to the resort's booking system for live rates and answers routine questions in a natural, human tone, using wording the resort has approved. Staff stay in control and handle the conversations that need a personal touch.

1.  01

    ### The assistant replies first

    Dates, rooms and live rates, in approved wording.

2.  02

    ### It hands off when needed

    Staff see which conversations need a personal touch.

3.  03

    ### Staff stay in control

    Take over a chat in one click, and hand it back when done.

Received: Message from Guest A. Read: Live rates read. Replied: Reply sent with approved wording

Before / after (design)

## How it's designed to work

PDone by a person

Done by software

Guest asks → Live rates → Approved reply → Staff, when needed

Before

01

A guest messages on one of four channels.

02

A staff member checks today's rates.

P

03

They copy rates, photos and FAQ answers by hand.

P

04

They paste the reply.

P

05

They repeat for every inquiry.

P

After · design

01

A guest messages on any channel.

02

The assistant reads the question.

03

It pulls live rates from the booking system.

04

It replies using approved templates in a human tone.

05

It hands over to staff when a conversation needs a personal touch.

P

Connected

## Live rates, approved wording.

-   Rates come from the booking system, not a pasted copy
-   Replies use wording the resort has approved
-   Staff handle the conversations that need them

The aim

## What we're aiming for

Staff handle only the chats that need them.

Design target, not a result

Roughly one in five conversations needing a personal touch.

## Have a task like this?

[Get a free assessment](https://vivifiedtech.com/contact/)

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