chatlyn connects your hotel to the WhatsApp Business API and routes every guest message into the shared omni-channel inbox. The AI chatbot answers routine questions in 100+ languages and hands over the moment a guest asks for a person. Setup is self-service: create the WhatsApp inbox in chatlyn and onboard your number to the Business API directly from your inbox settings.
Trusted by 1,000+ hotels worldwide
WhatsApp is one of only two channels where chatlyn's AI chatbot is active, alongside webchat. It answers routine questions from your knowledge base in 100+ languages and hands over via intent recognition the moment a guest asks for a person. Your team sees every AI conversation in the inbox and can take over at any time.
Meta allows free-form replies for 24 hours after a guest's last message. Outside that window, chatlyn sends Meta-approved WhatsApp Templates, and a single guest reply reopens the window. You stay compliant without having to think about it.
Exchange images, videos and files directly in the conversation. Menus, directions and spa brochures travel where guests already are. Standard WhatsApp file restrictions apply.
One WhatsApp number, the whole team behind it. Assign conversations to agents or teams, add labels, leave private notes with @mentions, and track every chat through Open, Pending, Closed and Snoozed statuses. Custom filters and search keep nothing buried.
The contact view shows guest details and PMS booking data right next to the conversation. Staff reply knowing who the guest is, when they arrive and what they booked, without switching systems.
The same connection powers chatlyn's automated guest journeys and WhatsApp campaigns, sent as Meta-approved templates. Pre-arrival messages and offers reach guests at around a 98% open rate, versus roughly 21% for email.
Everything you need to know before connecting.
| Connection type | WhatsApp Business API (not the regular WhatsApp or WhatsApp Business apps) |
| Direction | Inbound and outbound |
| Outbound messaging | Free-form inside the 24-hour window; Meta-approved WhatsApp Templates outside it |
| Conversation window | 24 hours from the guest's last message; any guest reply reopens it |
| Attachments | Images, videos and files (WhatsApp file restrictions apply) |
| AI chatbot | Active; handover to staff via intent recognition |
| Setup | Self-service: create the inbox in chatlyn and onboard your number to the WhatsApp Business API |
| Works with | Guest journeys, WhatsApp campaigns, PMS booking data in the inbox |
No. chatlyn connects through the WhatsApp Business API, which is a different product from the regular WhatsApp and WhatsApp Business apps. You create the WhatsApp inbox in chatlyn and onboard your number to the API directly from the inbox settings. Setup is self-service.
It is Meta's rule for every WhatsApp Business API provider. Once a guest messages you, your team can chat freely for 24 hours after the guest's last message. After that, outbound messages must use Meta-approved WhatsApp Templates. As soon as the guest replies, the window reopens and free-form chat resumes.
Yes. WhatsApp and webchat are the two channels where chatlyn's AI chatbot is active. It answers from a knowledge base you provide, in 100+ languages, and hands the conversation to your team via intent recognition when a guest asks for a person. Agents can monitor and take over any AI conversation at any time. At Hotel Enzian Obertauern, the AI responds in around 3 seconds on average.
Yes. Outbound conversations start with a Meta-approved WhatsApp Template, for example a pre-arrival message. Once the guest replies, the 24-hour window opens and the conversation behaves like a normal chat. Automated guest journeys and campaigns use the same mechanism.
All WhatsApp conversations flow into chatlyn's shared inbox. Conversations can be assigned to agents or teams, labelled, filtered, searched and annotated with private notes and @mentions. Statuses (Open, Pending, Closed, Snoozed) keep the queue clear, and PMS booking data appears next to each chat so anyone can pick up where a colleague left off.
Images, videos and files are supported in WhatsApp conversations. Standard WhatsApp restrictions on file size and format apply.
Yes, that is a separate chatlyn feature built on the same Business API connection. Campaigns are sent as Meta-approved templates and reach guests at around a 98% open rate, compared with roughly 21% for email. See the WhatsApp newsletter feature page for the full campaign toolkit.
Connect WhatsApp once and give your whole team one shared inbox, AI-backed first responses and Meta-compliant outbound messaging.
