Connect the chat on your hotel website straight into chatlyn's omni-channel inbox. The AI chatbot answers routine questions in around 3 seconds, in the guest's own language, and hands over to your team the moment someone asks for a person. Your staff handles every webchat alongside WhatsApp, email and all other channels.
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Webchat is one of only two channels where chatlyn's AI chatbot is active, the other being WhatsApp. It answers from a knowledge base you populate with your own documents, replying in the guest's language at any hour. Spa Resort Geinberg resolves 86% of webchat queries this way, without staff involvement.
A dedicated button in the chat hands the conversation to your team, and intent recognition does the same when a guest types something like 'I want to talk to a person'. The conversation switches to Open status so an agent can pick it up. Your team can also take over any AI conversation at any time.
Assign conversations to agents or teams, add labels, leave private notes with @mentions, and track Open, Pending, Closed and Snoozed statuses. Custom filters and search keep high volumes manageable. Webchat behaves exactly like every other channel in the inbox.
The contact view shows guest details and PMS booking data right beside the chat, so your team replies with full context. Anonymous visitors who start typing without leaving any credentials get an auto-generated name, so agents can still tell conversations apart.
Webchat does not support outbound conversations or attachments; guests start every chat from your website. For proactive messaging or file exchange, channels like WhatsApp and email cover that, all from the same chatlyn inbox.
While the AI handles a chat it sits in Pending status and never auto-resolves. An agent reviews and closes it when appropriate, so a person always confirms the result. Your team stays in control of every guest interaction.
Everything you need to know before connecting.
| Connection type | chatlyn webchat widget embedded on your hotel website |
| Direction | Inbound only, guests must start the conversation |
| Outbound messaging | Not supported on webchat |
| Attachments | Not supported |
| AI chatbot | Active, answers from your own knowledge base |
| AI handover | Dedicated button or intent recognition |
| Messaging window | No 24-hour window rules, unlike WhatsApp or Meta Messenger |
| Setup | Self-service inbox setup |
| Anonymous visitors | Auto-generated names keep chats distinguishable |
Yes. Webchat and WhatsApp are the only two chatlyn channels where the AI chatbot is active. It answers from a knowledge base you populate with your own documents, such as FAQs and property guides, and responds in the guest's language. At Spa Resort Geinberg, the AI resolves 86% of webchat queries without staff involvement.
No. Webchat conversations are always started by the guest, so there is no way to message a website visitor first. If you need proactive outreach, WhatsApp and email both support outbound messaging from the same chatlyn inbox.
No, attachments are not supported on the webchat channel. When a guest needs to share files, channels such as WhatsApp or email handle attachments, and your team manages those conversations in the same inbox.
The guest can hand the conversation to your team at any moment, either by tapping the dedicated handover button or by asking for a person; intent recognition picks that up. The conversation then switches to Open status and appears in your inbox for an agent. Your team can also take over any AI conversation at any time.
The AI chatbot understands and answers in 100+ languages, automatically responding in the language the guest writes in. Spa Resort Geinberg uses it to serve international guests around the clock, including holidays.
Your team does. While the AI handles a chat it stays in Pending status, and it never auto-resolves. An agent reviews pending conversations and closes them when appropriate, which keeps a human in control of every outcome.
The contact view sits right beside the conversation and shows guest details plus booking data from your PMS when available. Visitors who chat without leaving any credentials get an auto-generated name so agents can tell anonymous conversations apart.
See how webchat conversations from your hotel website land in chatlyn's inbox, get answered by AI in seconds, and reach your team the moment a guest asks.
