All resources
Glossary
Hotel technology terms, in plain words.
Every term used on this site, explained in a sentence.
A
- AI Sales Agent
- The Innkraft agent that answers guest enquiries, checks availability and hands a confirmed request to your front desk.
B
- Banquet advisor
- A conversational flow that asks about an event and recommends a hall.
- Booking engine
- The system on your website that shows live room availability and rates and takes reservations.
C
- Channel manager
- Software that keeps your room availability and rates in step across booking sites and your own channels.
- Concierge Agent
- The Innkraft agent that serves guests who are already staying, handling requests, bookings and recommendations.
- Contact masking
- Hiding part of a guest's phone or email from certain roles unless they deliberately reveal it.
- Customer service window
- The 24 hours after a guest's last message, during which a business can reply freely on WhatsApp.
D
- Direct booking
- A booking made with the hotel itself, with no marketplace in between.
- DPDP Act
- India's Digital Personal Data Protection Act, which governs how personal data is handled.
E
- Escalation
- Alerting the next person in line when a guest is waiting for a human and nobody has acted.
- Executive summary
- A report of enquiries, wins, losses and the top reasons leads were lost for a period.
H
- Handoff
- When the agent passes a conversation to a person on your team.
K
- Knowledge base
- The facts about your hotel that the agent answers from, such as rooms, policies and dining.
L
- LaunchPad
- The guided setup inside the dashboard that takes a hotel from sign up to go live.
- Lead
- An enquiry from a guest, tracked from first message to booked, lost or cancelled.
M
- Message template
- A pre approved WhatsApp message a business can send outside the customer service window.
N
- Nudge
- A single, polite follow up to a guest who went quiet during an enquiry.
O
- Opt in
- A guest's permission to be messaged. Campaigns go only to guests who have opted in.
- OTA (online travel agency)
- A booking site such as an online marketplace that sells your rooms and charges commission.
P
- Pipeline stage
- Where a lead currently stands, for example requirements captured or booked.
- PMS (property management system)
- The software a hotel uses to run its front desk: reservations, rooms, check-in and billing.
S
- Staff takeover
- A team member taking over a conversation from the dashboard. The AI stays silent while they reply.
W
- WABA
- A WhatsApp Business Account, the account a business uses on the WhatsApp Business Platform.
- WhatsApp Business Platform
- Meta's official system for businesses to message customers on WhatsApp. Also called the WhatsApp API.
