Microsoft 365 mailboxes, shared ones too Outlook for hotels: sales, events and reservations in one inbox
Group requests, weddings and corporate stays reach your hotel through Outlook, often in shared mailboxes. chatlyn connects your Microsoft 365 mailboxes, shared ones included, and brings them into the inbox your team uses for WhatsApp, your website chat and Booking.com. The AI drafts each reply, and the colleague who owns the enquiry reviews it and sends.
- Personal and shared Microsoft 365 mailboxes
- You choose the folders that sync
- The AI drafts, your team sends
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 Used in more than 100,000 hotel rooms worldwide
From Microsoft 365 to one inbox per department
An admin signs in with Microsoft once for each mailbox. From then on, new emails arrive in chatlyn as conversations.
Emails arrive from the moment you connect. If the Microsoft sign-in expires, chatlyn shows “Sign-in required” and an admin signs in again.
Every department’s mailbox, with its own team
Connect sales@, events@ and reservations@ as separate inboxes, each with its own members. Sales sees group enquiries, the front office sees reservations, and admins and managers see everything.
Replies go out from the shared address through the Send As or Send on Behalf permission you set in Microsoft 365. A private note with an @-mention brings in a colleague from another department, without forwarding the email.
Enquiries in any language, answered in theirs
Planners and agencies write from all over Europe. Incoming emails are translated into your colleague’s language, and the reply is translated into the guest’s before it goes out.
The AI drafts the first answer from your hotel’s own knowledge; the colleague who owns the enquiry adds availability and prices, then sends. It is the same AI that runs the hotel chatbot on WhatsApp and your website.
Every offer followed up on the right day
An enquiry has one owner from the first email to the signed offer. Snooze the conversation until the client’s decision date and it comes back to its owner, even after a day off.
Email has its own response-time targets, and labels such as Wedding or Group keep enquiries apart in the inbox. More on the guest messaging software.
The organiser’s history, on one profile
Every email lands on the contact, next to their WhatsApp messages and website chats. Your team can merge contacts, so the planner who emailed in spring and writes on WhatsApp the week before arrival keeps one history.
With your PMS connected, the stays sit beside the conversation: dates, rooms and notes.
Outlook integration at a glance
What connects, how, and what your team can do.
- Connection
- Microsoft 365 sign-in (OAuth), with a one-time consent from your Microsoft 365 admin
- Mailboxes
- Personal and shared mailboxes, several side by side
- Shared mailboxes
- Send As or Send on Behalf permission for the connected user
- Folders
- All folders or the ones you select
- Sender name
- The mailbox’s display name in Microsoft 365
- What arrives
- New emails from the moment you connect, with attachments
- AI
- Drafts replies on request; a person reviews and sends
- Attachments
- Up to 30 files and 25 MB per email
- Inbox tools
- Assignment, labels, private notes, snooze, translation, response-time targets
Hotels that answer every enquiry from one inbox.
"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 Outlook integration.
An admin adds an email inbox in Settings, picks Microsoft 365 and signs in with Microsoft. Your Microsoft 365 admin gives consent once. You then choose to sync all folders or selected ones, and add the colleagues who work the mailbox.
Yes. Microsoft 365 shared mailboxes connect like personal ones. To send from the shared address, the connected user needs the Send As or Send on Behalf permission, which your IT team sets in the Microsoft 365 admin centre.
Yes. Several mailboxes connect side by side, each as its own inbox with its own members. Colleagues see the inboxes they belong to, and admins and managers see all of them.
The AI drafts a reply from your hotel’s knowledge: rooms, the restaurant, the spa and your group policies. The colleague who owns the enquiry adds dates and prices, edits and sends. On email, every reply is reviewed by a person before it goes out.
The mailbox’s display name in Microsoft 365, which you change in the Microsoft 365 admin centre. Each colleague keeps their own signature for every email inbox in chatlyn.
Yes. Replies go out from the mailbox’s address and are filed in its Sent folder, so Outlook keeps the full record.
chatlyn shows a red “Sign-in required” alert on the inbox. An admin signs in with Microsoft again under Settings, and new emails flow in again.
One platform for every team, hotel and goal.
By hotel
More on guest email.
Email integration
How guest email works in chatlyn, with every provider it connects.
ReadGmail
The hotel’s Google mailbox, worked by the whole front office.
Read
Guest messaging software
Every channel in one inbox, with an owner for every conversation.
ReadHotel chatbot
The AI behind every draft, answering guests on WhatsApp and your website.
ReadBring your Outlook mailboxes into one inbox.
Connect Microsoft 365 to chatlyn: every enquiry gets an owner, the AI drafts the reply and your team sends it.
