Every guest message. Every channel. One inbox
WhatsApp, email, Booking.com, Airbnb, webchat and Messenger, all guest messages in one place. AI-powered, with PMS data and team collaboration. Stop juggling between 5 platforms.
Trusted by 1,000+ hotels worldwide
Your team juggles 5 platforms, and messages slip through the cracks
Here's the reality in most hotels: WhatsApp on a personal phone, emails in Outlook, Booking messages in the extranet, Airbnb on a tablet, Instagram on someone's private phone. Who has the overview?
WhatsApp, email, Booking, Airbnb, webchat & Messenger, all in one place
Every guest message, no matter the channel, arrives in the same inbox. Your team works in one place instead of five different systems.
- WhatsApp Business API, no more personal phones
- Email: Gmail, Outlook and IMAP/SMTP, with assignment, labels and team workflows
- Booking.com and Airbnb messaging integration
- Webchat widget for your hotel website
- Meta Messenger: Facebook and Instagram messages
- Inbox setup is self-service, ready immediately
Assign, comment, organise, work together as a team
Assign conversations to agents or teams. Private notes with @mentions keep everyone in the loop. Labels help organise. Each team member can save custom filters to their sidebar.
- Assign conversations to agents or teams
- Private notes (invisible to the guest) with @mentions
- Labels for categorisation (e.g. "VIP", "Complaint", "Spa Enquiry")
- Conversation statuses: Open, Pending, Closed, Snoozed
- Save custom filters to your sidebar
- Search, sort, and filter across all conversations
AI chatbot on WhatsApp & webchat. AI Suggest on every channel
The AI chatbot handles 70% of repetitive questions automatically on WhatsApp and webchat. On all other channels, AI Suggest helps your team with response suggestions and translations, one click away.
- AI chatbot active on WhatsApp and webchat (based on your knowledge base)
- AI Suggest: response suggestions on every channel, including email, Booking, Airbnb
- Built-in translation, reply in any language with one click
- Automatic handover to your team when the AI can't resolve a request
- 100+ languages supported
Booking data next to the conversation, no system switching
When your team opens a conversation, the side panel shows guest data and booking history from the PMS. Contact info, stay dates, previous bookings, all at a glance.
- 14 PMS integrations: OHIP, protel, Mews, apaleo, SIHOT, Casablanca and more
- Guest profile, booking data and history in the side panel
- Contact info: name, email, phone, preferred language
- Data flows from PMS to chatlyn (one-way sync)
- Multi-property support where PMS allows
Your team stays responsive everywhere, phone, desktop, or browser
The chatlyn mobile app (iOS and Android) brings the inbox to your phone with push notifications. The browser extension for Chrome and Edge brings AI to any webpage, answer reviews, compose emails, translate on the fly.
- Mobile app: read and reply to messages, push notifications, contact lookup
- Syncs with the web platform in real time
- Browser extension: AI on any webpage, reviews, emails, OTA platforms
- Personalised quotes from 35 min to 5 min with AI assistance
- Available for Chrome, Edge, iOS, and Android
Response times, conversation volume, team performance, all measurable
As a GM or department head, you need numbers, not gut feeling. chatlyn reports show First Response Time, Resolution Time, conversation volume by channel, agent and team, exportable as CSV.
- Live dashboard: open conversations, unattended enquiries, agent status
- First Response Time and Resolution Time with period comparison
- Conversation volume by inbox (channel), agent, team, and label
- Heatmap: conversation volume by day and hour
- Sent Templates report: delivery status of all WhatsApp messages
- CSV export for further analysis
Manage guest contacts centrally, with lists for targeted communication
Every guest who sends a message is automatically created as a contact. Add contacts to static or dynamic lists, perfect for WhatsApp newsletters, offers, and targeted guest communication.
- Automatic contact creation when a message arrives
- Create contacts manually or import via file upload
- Detect and merge duplicates
- Static lists: create and curate manually
- Dynamic lists: auto-populated based on filter criteria
- Send WhatsApp templates to entire lists
Common questions about guest communication with chatlyn
chatlyn supports 6 channels in one inbox: WhatsApp Business API, email (Gmail, Outlook, IMAP/SMTP), Booking.com, Airbnb, webchat (widget for your website) and Meta Messenger (Facebook + Instagram). Every message arrives in a single unified inbox.
chatlyn is not a full email client like Outlook. It provides email functionality for guest communication (HTML, attachments, CC/BCC, signatures), but doesn't include advanced features like calendar integration or complex folder hierarchies. The focus is on collaborative guest communication across all channels.
The AI chatbot is active on WhatsApp and webchat, answering guest questions automatically based on your knowledge base. On all channels, AI Suggest helps your team with response suggestions and built-in translation. The AI cannot create or modify bookings. For complex requests, it hands the conversation to your team.
Yes, unlimited agents can work in the inbox simultaneously (depending on subscription). Conversations can be assigned to individual agents or teams. Private notes with @mentions enable internal communication without the guest seeing anything.
chatlyn integrates with 14 PMS systems: OHIP (Oracle), Protel, Mews, Apaleo, Guestline, Clock, FO Cloud, Sihot, Casablanca, ASA, IbelsaRooms, WinHotel. Data flows from PMS to chatlyn (one-way). Setup is handled by the chatlyn team, not self-service.
Yes, the chatlyn mobile app is available for iOS and Android. Staff can read and reply to messages, look up guest contacts, and receive push notifications. The app syncs in real time with the web platform. Configuration and reports remain on the web version.
Reports are accessible to admins and include: live dashboard (open conversations, agent status), conversation volume, First Response Time, Resolution Time, volume by inbox/agent/team/label, heatmap, Sent Templates report. All reports can be exported as CSV.
Yes. Booking.com and Airbnb evaluate hotels partly on response speed and display it publicly. With chatlyn, especially the AI chatbot and central inbox, hotels respond significantly faster, which can improve ranking and visibility on OTAs.
Yes. chatlyn is a European company headquartered in Vienna, Austria. The platform is built with GDPR compliance at its core. Data is processed in accordance with EU data protection regulations.
Real results, real teams
"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."
Daniela Eder
Front Office, IMLAUER Hotels
"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."
Elisabeth Veit
Owner & Managing Director, Hotel Enzian Obertauern
"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."
Christophe Lai Wai
Director of Quality & Projects, St. Regis Le Morne
"chatlyn's automated upselling campaigns generate measurable additional revenue every month. Room upgrades, spa packages, dinner reservations: guests appreciate the personalized offers."
Bernhard Sänger
Director of Operations, Spa Resort Geinberg
Every guest message in one inbox.
Book a demo and see how chatlyn unifies WhatsApp, email, Booking, Airbnb, webchat and Messenger, with AI support, PMS data, and reports for your team.