Gmail, Microsoft 365 and IMAP/SMTP Email for hotels: every guest email in the same inbox as your chats
Guests still email when a request needs detail: a transfer from the airport, a celebration, an invoice for their company. chatlyn brings every new email into the inbox your team already uses for WhatsApp, webchat and Booking.com. The AI drafts the reply from your hotel’s own knowledge, and a person on your team reviews, adjusts and sends it.
- Gmail, Microsoft 365 and IMAP/SMTP
- The AI drafts, your team sends
- Next to every chat in one inbox
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 Used in more than 100,000 hotel rooms worldwide
From a guest email to a reply your team sends
Your admin connects the mailbox once. From then on, every new email arrives in chatlyn.
From the moment you connect, every new email arrives in chatlyn. Nothing in your mailbox is moved or deleted.
Guest email next to every other channel
Every new email to the mailbox becomes a conversation in the same inbox as WhatsApp, your website chat, Booking.com, Messenger and Instagram. Your team works through every channel in one queue.
Assign each email to a colleague, add labels and private notes, and snooze a request until the day it matters. Email has its own response-time targets, set in hours, so you see which guests are still waiting. More on the guest messaging software.
The AI drafts the reply, your team has the last word
Email is where judgement matters: long threads, colleagues in copy, a request that touches three departments. So on email, one click on AI suggest prepares the reply in the composer from your hotel’s own knowledge, and a person reads, adjusts and sends it.
It is the same knowledge the hotel chatbot uses on WhatsApp and your website: your web pages, house rules, menus and FAQs. Add something to your knowledge once, and every later draft uses it.
Know who is behind the email
Every email is matched to a contact by the sender’s address. Your team can merge contacts, so a guest who emails today and writes on WhatsApp next month keeps one history.
When the contact has a booking, the stay from your PMS sits beside the conversation: dates and room. More on one profile for every guest.
Guests write in their language, your team replies in it
Translation works both ways: a guest’s email translates into your team’s language with a click, and the reply is translated into the guest’s language before it goes out.
The composer is a full email client: rich text, To, CC and BCC, reply all and forward, your signature for each mailbox and attachments up to 25 MB. To write to a guest first, start a new email from New chat.
Email integration at a glance
What connects, how, and what your team can do.
- Mailboxes
- Gmail, Microsoft 365 and any mailbox with IMAP/SMTP
- Connection
- Google or Microsoft sign-in (Microsoft 365 with one-time admin consent); IMAP/SMTP with server details and a test email
- Set up by
- Your admin, in Settings
- What arrives
- Gmail: the inbox. Microsoft 365: all folders or the ones you choose, shared mailboxes too. IMAP: the INBOX, checked every 1, 5 or 15 minutes
- AI
- Drafts replies from your hotel’s knowledge; a person reviews and sends
- Composer
- Rich text, To, CC and BCC, reply all, forward, a signature for each mailbox
- Attachments
- Up to 30 files and 25 MB per email
- Inbox tools
- Assignment, labels, private notes, snooze, translation
Hotels that answer every guest on every channel.
"With chatlyn, we achieve a 95% open rate on WhatsApp. Our guest communication has never been this effective. The platform has become the central hub across our properties."
"Guests want answers immediately, and our AI now handles 85% of enquiries automatically. It's a huge help for our reception team, so we can focus on the personal touches that really matter."
"Our guest relations team now achieves response times under 5 minutes. chatlyn's routing and workflow tools let our butlers focus on creating truly personalized luxury experiences."
"chatlyn's automated upselling campaigns generate measurable additional revenue every month. Room upgrades, spa packages, dinner reservations: guests appreciate the personalized offers."
"chatlyn has made our guest communication more efficient and personal. Fast, straightforward messaging lets us respond to our guests' needs and offer even better service."
Laura Rodríguez
Director of Rooms, The Amauris Vienna
Questions about the email integration.
Gmail, Microsoft 365 and any mailbox that offers IMAP and SMTP. For Gmail and Microsoft 365, an admin signs in with Google or Microsoft; Microsoft 365 asks once for an administrator’s consent. For any other mailbox, the admin enters the IMAP and SMTP server details, and chatlyn sends a test email to confirm the connection.
On email, the AI drafts and your team sends. One click on AI suggest prepares a reply from your hotel’s knowledge in the composer, and a person reads it, adjusts it and sends it. Email threads often carry colleagues in copy, forwards and several requests at once, so the final word stays with your team. On WhatsApp and your website chat, the AI answers guests directly.
Yes. With Gmail or IMAP/SMTP, you connect the address itself, and your whole team works it together in chatlyn. With Microsoft 365, you can also connect a shared mailbox; the person who connects it needs “Send As” or “Send on Behalf” rights in Microsoft 365.
Yes. Start a new email from New chat in chatlyn, or click an email address in a message. Email has no messaging window, so your team can write whenever the moment is right.
They stay where they are. chatlyn brings in every email that arrives after you connect, and nothing in your mailbox is moved or deleted. On Gmail and Microsoft 365, replies sent from chatlyn also appear in your Sent folder. Your team answers guest emails in chatlyn, so every reply sits in the conversation for colleagues to see.
Sign-ins with Google and Microsoft expire from time to time, and passwords for IMAP mailboxes change. chatlyn then shows a reconnect alert, and your admin reconnects the mailbox in Settings in a few clicks.
Every email stays on the guest’s contact, matched by the sender’s address. When the same person writes on WhatsApp or another channel, your team can merge the contacts so the whole history sits on one profile.
One platform for every team, hotel and goal.
By hotel
More on guest conversations.
Gmail
Connect a Gmail mailbox with a Google sign-in.
ReadOutlook and Microsoft 365
Connect Microsoft 365 mailboxes, shared mailboxes included.
Read
Guest messaging software
Every channel in one inbox, with an owner for every conversation.
ReadHotel chatbot
The AI that answers from your own knowledge on WhatsApp and your website.
ReadBring your guest email into one inbox.
Connect your mailbox to chatlyn: the AI drafts, your team sends, and every guest keeps one history.
