📥 Guest communication, reimagined

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.

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Hotels trust us

PMS integrations

📥 Inbox · All Channels

💬

Sarah Thompson

What time is check-in? We're arriving…

2 min ago

📧

James Miller

Re: Inquiry — Ocean View Suite…

8 min ago

🅱️

Booking.com Guest

Gibt es einen Parkplatz am Hotel?

15 min ago

🏠

Airbnb Guest

Hello! What's the wifi password?

22 min ago

🌐

Webchat Visitor

Do you have availability for the…

31 min ago

📱

Instagram Message

Your pool looks incredible! Do you…

45 min ago

🚨 The Problem

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?

😰

Messages get missed

Between shift changes and 5 platforms, enquiries fall through the cracks. Guests don't get a reply.

⏳

Slow response times

Juggling 5 tabs means slower replies. OTAs like Booking.com and Airbnb display response time publicly — and rank faster hotels higher.

🔄

No clean shift handovers

Who said what? What's still open? Without a central inbox, context is lost every shift change.

📊

No visibility for management

No reports on response times, conversation volume, or team performance. Just gut feeling.

🌍

Language barriers

International guests write in their own language. Not everyone at the front desk speaks Japanese, Arabic, or Portuguese.

📱

WhatsApp on personal phones

Staff use private devices for guest contact. No control, no history, no data protection.

📥 6 channels, one inbox

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 (personal + shared inboxes), IMAP/SMTP
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

Supported Channels

Booking.com

Airbnb

Webchat

Messenger

→ All channels. One team. One inbox.

👥 Team Collaboration

Assign, comment, organise — work together as a team

Conversations can be assigned to agents or teams. Private notes with @mentions keep everyone in the loop. Labels help organise. Custom filters can be saved to each user's 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

Team Workflow

💬

New message: "Can we reschedule the spa appointment?"

WhatsApp · Sarah Thompson · 2 min ago

↓ Assigned to: Spa Team

📝

@Lisa — please check the slot for tomorrow 2:00 PM

Private note · Not visible to guest

↓ Lisa gets notified

✅

Lisa replies, conversation resolved

Status: Closed · Label: Spa Enquiry

✨ AI support in the inbox

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
Seamless handover to your team when AI can't resolve
100+ languages supported

AI works on two levels

🤖

AI Chatbot (WhatsApp + Webchat)

Answers guest questions automatically, 24/7, in 100+ languages

✨

AI Suggest (all channels)

Response suggestions for agents — one click, done

🌍

Translations (all channels)

Translate messages and reply in any language

🔗 PMS data right in the inbox

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

Dashboard Panel

Guest

Sarah Thompson

Arrival

22 March 2026

Departure

26 March 2026

Nights

Total

$1,480.00

Language

🇬🇧 English

Previous Stays

Jun 2025 · 3 nights · $1,120 · Sep 2024 · 5 nights · $1,890

📱 Mobile App & Browser Extension

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

Always responsive

📱

Mobile App

iOS + Android

🌐

Extension

Chrome + Edge

💻

Web App

Full platform

🔔

New WhatsApp message

Sarah Thompson · 30 sec ago

📊 Reports & Accountability

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

Reports for Management

4:12

Avg. First Response

847

Conversations / month

92%

Resolution Rate

Active Agents

Reports accessible to admins only · CSV export available

👤 Contact Management

Manage guest contacts centrally — with lists for targeted communication

Every guest who sends a message is automatically created as a contact. Contacts can be added 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

📋 Contact Lists

📌 VIP Returning Guests (static)

⚡ Check-in Next 7 Days (dynamic)

🎂 Birthdays in March (dynamic)

💆 Spa Prospects (static)

Send WhatsApp templates to lists → targeted marketing

🏆 Case Study

The St. Regis Le Morne: 30 Butlers, One Inbox, 30 Languages

172 suites, 30 butlers, guests from around the world — and every message in one system. Conversations auto-assigned by suite, seamless shift handovers, replies in 30 languages.

6,700

Guest conversations

464,726

Individual messages

< 8 min

Avg. response time

Languages handled

The challenge: WhatsApp Business only allows 5 devices at once. With 30 butlers, that wasn't enough. With chatlyn, every butler has access, conversations are automatically assigned by suite, and shift handovers are seamless — all in a single inbox.

"chatlyn redefines communication by weaving intuitive technology into the timeless craftsmanship of the Butler Service. Each interaction becomes smoother, faster, and impeccably curated."

Christophe Lai Wai

Director of Quality and Projects, The St. Regis Le Morne Resort, Mauritius

⭐ What Hotels Say

Trusted by hotels worldwide

★★★★★

"The AI responded perfectly right away, including on WhatsApp and Instagram. It was super easy to set up and immediately started answering guest questions we used to handle manually."

Jan Hüpers

General Manager, La Quinta by Wyndham Dubai

★★★★★

"The AI chatbot and omnichannel platform have optimised our guest interactions, ensuring consistency and quality across all our communication channels."

Daniela Eder

Rooms Operation Manager, IMLAUER Hotel Pitter, Salzburg

★★★★★

"chatlyn has revolutionised how we communicate. We were able to overcome language barriers and personalise guest communication at a level we never could before."

Rosa Madalena Lopes da Silva

Online Manager, Living Tours, Portugal

❓ FAQ

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 over seamlessly 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.

Every guest message. Every channel. One inbox.

Your team juggles 5 platforms — and messages slip through the cracks

WhatsApp, email, Booking, Airbnb, webchat & Messenger — all in one place

Assign, comment, organise — work together as a team

AI chatbot on WhatsApp & webchat. AI Suggest on every channel.

Booking data next to the conversation — no system switching

Your team stays responsive everywhere — phone, desktop, or browser

Response times, conversation volume, team performance — all measurable

Manage guest contacts centrally — with lists for targeted communication

The St. Regis Le Morne: 30 Butlers, One Inbox, 30 Languages

Ready to bring all guest messages into one inbox?

Trusted by hotels worldwide

Common questions about guest communication with chatlyn

End the chaos. One inbox for everything.