What problem does this solve?
The guest writes on WhatsApp and the booking system never sees it
Availability, rates and confirmations live on separate screens. Front office answers the same question dozens of times a day, and response time stretches on the night shift.
A general-purpose bot irritates the guest
A bot that tries to answer everything wanders off even on a simple booking request. The guest writes again, and the trust cost lands on front office.
The handoff rule is undefined
Nobody has written down where the bot stops and who it hands to. Group bookings, cancellations and rate negotiation get stuck in the bot.
Why it stays unsolved
- No single customer view across the booking system, WhatsApp and the CRM.
- Template approval and session-window rules are unfamiliar to operations teams.
- A broadly scoped bot leaves no testable definition of success.
- Retention and data-protection duties apply to booking threads too, and are rarely planned for.
How this guide approaches it
Narrow the agent's job
Reduce it to one task: booking confirmation, availability check, check-in reminder. A narrow job is a measurable job.
Write the handoff rules first
Which intents go to a human, at what threshold, and how context travels across the handoff. The guide includes a fillable table for this.
Treat templates and sessions as setup steps
Approved template messages, the 24-hour session window and opt-in records, listed as items to verify before go-live.