An unanswered handover
A guest waits after asking for a person.
The next role on the ladder is alerted by email, then the next, until someone acts.
Why it matters: Escalation is configured per hotel.
All hospitality pages
For general managers
Know what your team did.
General managers see conversations, handovers and escalations across the property, and shape how the agent and the team work together.
The leak
When an enquiry waits or falls between two people, nobody knows until a guest complains or a booking is lost.
- Handovers go unanswered without anyone noticing.
- Access to guest data is hard to control across the team.
- Team performance is invisible until something goes wrong.
How it is set up
A clear path to go live
- 1
Set roles
Owner, General Manager, Reservation Manager and Reservation Executive each get the access that fits.
- 2
Set escalation
If nobody acts in time, the next role on the ladder is told. It can respect your after hours window.
- 3
Set privacy
Mask guest contacts by role, within what the Owner allows.
- 4
Set follow up timing
Choose how long to wait before each nudge, or turn one off.
- 5
Review conversations
See what the agent handled and what the team took over.
In conversation
What the agent does
Sample conversations. For real guests it uses your own facts and your tone.
Taking over
Staff open a conversation and reply.
The AI stays silent while staff are in the chat.
Why it matters: No double answers.
What you get
Built for this situation
Role based access
Each role sees what it should.
Escalation ladder
A configurable path by role when nobody acts.
Conversation review
See every chat and every handover.
Privacy controls
Masking and strict mode, by role.
Export rules
Choose who may export.
Team management
Add members, within what the Owner allows.
Who does what
The agent handles the first reply, your team keeps the relationship
The agent handles
- Alerting the right people
- Keeping the AI silent during takeover
- Recording outcomes
- Sending follow ups on time
Your team keeps
- Setting policy
- Coaching the team
- Handling exceptions
- Deciding who gets access
Questions
What hotels ask about this
Can I add team members?
That depends on what the Owner allows for General Managers. It is set per hotel and is off until the Owner turns it on.
What happens if nobody replies to a handover?
The escalation ladder tells the next role, and keeps going up the ladder. You can make it count only working hours.
Can I see who handled a conversation?
Yes. The conversation shows what the agent said and when your team took over, and staff actions are recorded in an audit log.
Can I change how the agent talks?
Yes. The voice, profile and knowledge are editable from your hotel settings, with no vendor call.
