Conversations
How Conversations Work
Every time a guest messages your hotel — through WhatsApp, Instagram, or your website chat — a conversation is created in vGuest. The AI concierge responds automatically, and you can monitor, search, and take over any conversation from the dashboard.
The conversation lifecycle
- Guest sends a message — via WhatsApp, Instagram DM, or webchat
- AI responds — using your knowledge base, reservation data, and room availability
- Conversation appears in your inbox — with real-time status updates
- AI continues handling — follow-up questions, multi-turn conversations
- Flagged if needed — the AI marks conversations that need human attention
- You or your team step in — take over, respond, then hand back to AI
- Resolved — conversation marked as complete
What the AI can handle
The AI responds to questions using information from your knowledge base and connected systems:
- Property FAQs (check-in times, WiFi, parking, policies)
- Room availability and pricing (from your PMS)
- Local recommendations (restaurants, attractions, transport)
- Service requests (forwarded to your team with context)
- Multilingual responses (auto-detects guest language)
When the AI escalates
The AI knows its limits. It will flag a conversation for your team when:
- The guest asks something not in the knowledge base
- The guest expresses frustration or urgency
- A specific request needs human judgment (e.g., special arrangements)
- The guest explicitly asks to speak with a person