Kaylee works. Your team approves.
When the AI agent cannot answer alone she asks your team, and when a change needs a human's OK she waits for one. The console puts each request in front of the right person, one tap to answer, and phones them when nobody is online.
Decisions by turn ✦ A phone call when nobody is online ✦ Timed out means rejected
0The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
A question, a choice, or an approval
A question is a fact that is not in her instructions or knowledge, a policy exception, a price or date she may not promise; you answer in words. A choice is two to five options she lays out; you pick one. An approval is a change she may only make with a teammate's OK: a hand-over, a resolve, a stage move, a ticket, a lead, contact details, or one of your API tools marked Needs approval. She proposes the values; you approve as is, change them, or turn it down with a reason only she sees.
- Numbered per conversation, #1, #2, open until answered, taken over or expired.
- Approvals are policy. A change marked Needs approval cannot run without a person.
- Her voice or yours. The answer reaches the customer in Kaylee's words, or exactly as you wrote it.
Question
Is the pool heated in December?Choice
Which villa for a family of five?Approval
Refund ₹8,400 for one cancelled night?- Booking
- #4821 · Villa Azure
- Policy
- Free cancellation 48 h before
- Amount
- ₹8,400
It escalates like a good shift lead
One person on the hook at a time
A request goes to whoever's turn it is, with a card and an alert. The turn passes on its own, five minutes by default, and the first answer wins.
Learn moreNobody online? The team is phoned
On your own number, in roster order, with the question read out. Press 1 to approve, or record an answer and hear it back before it is sent.
Learn moreTeams on call, with hours
Admins decide which teams take requests, their on-call hours, the roster order and whether the phone step is on. Nobody is paged at 3 am unless you want them to be.
Learn moreThe customer never waits in silence
Kaylee says she is checking, keeps helping with everything else, never guesses and never promises a time she was not given.
Learn moreTurn, next person, the phone, then your fallback
A team on call has a roster order, optional on-call hours and an optional phone number per person. A request walks the roster one turn at a time. When nobody answers in time, the fallback you set on the AI Agent step runs: hand over and file a ticket, tell the customer, or continue. An approval that times out is rejected, not quietly made.
- Five-minute turns by default, per team.
- On-call hours so the night roster differs from the day one.
- A teammate taking the conversation closes the request too.
When nobody is online, she calls
Kaylee dials the roster on one of your own numbers through Lodgestory Voice and reads the question out. Press 1 to approve. Or record an answer, hear it back, and confirm before it goes to the customer. The call, the recording and the decision are logged on the request.
- Your own caller id, so the team recognises the call.
- Keypad or voice, approve with a digit or dictate the answer.
- Off by team if a team should never be phoned.
Kaylee asks: can Sofia check in at 4 am?Not sure what she is asking? Ask her.
From any open request, put a question to Kaylee: which dates, how many guests, what did the customer say before. She answers you in a line or two from the conversation and her instructions, or checks with the customer first. The request stays open meanwhile, and the customer never sees the exchange.
- Up to three ask-backs per request, one open at a time.
- Private. Only your team sees the thread.
- From the API and MCP too, so your own assistant can ask.
Request #3 · Group rate for Rohan K.Reservations · openIn the inbox, team chat, the app, the phone and your tools
The orb floats on every CRM page and the console is its own page too. Requests also arrive in team chat and the mobile app, and on the phone when nobody is online. From your own systems, the partner API and the Lodgestory MCP server answer, approve and ask back, and webhooks fire when a request is created, answered and replied.
- ai_request.created, answered and replied webhooks.
- MCP tools to list, answer, approve, reject and ask back.
- Every channel a bot journey runs on: WhatsApp, Instagram, Messenger, email and web chat.
Inbox
Kaylee asksRefund ₹8,400?Team chat
#reservationsKaylee · needs your OK · #4821Mobile app
PushYour turn · 4:51 leftPhone
Webhook
POST yourapp.com/hooks
ai_request.createdMCP
ai_request_approve({ id: "req_3" })Go deeper
Everything around the console
In practice
The 3 am question
A guest lands late and asks on WhatsApp whether she can check in at 4 am. Kaylee does not know, so she tells the guest she is checking and asks the front desk. Riya's turn passes with no answer; Dev is offline. Kaylee phones the on-call desk on the property's own number and reads the question out. Maya presses 1. Forty seconds after the guest asked, the answer is in her thread, in Kaylee's voice, with the call and the decision logged on the request.
Governed by design
A change marked Needs approval cannot run without a person, and one that times out is rejected. Every request keeps who was asked, who answered, what was approved and what the customer was told, so an auditor can read the whole chain.
Visit the trust centerGuides for the team on call
Requests, turns, rosters, the phone step and the fallback, in order.
Set up a day roster and a night roster for the same team.
Answer, approve and ask back from your own systems or your AI assistant.
Ready to let AI act, with your team in the loop?
Put one team on call, mark one change Needs approval, and watch the first request land in the console today.
Questions, answered
The things teams ask before they put an AI in front of guests.
A floating orb on every CRM page, the console behind it and an escalation ladder. When the AI agent in a bot journey cannot answer alone it asks your team, and when a change needs a human's OK it waits for one. The console is where your team sees, answers and approves, in one tap, with a live feed of requests, answers and calls.
Three. A question, when she needs an answer in words: a fact not in her instructions, a policy exception, a price or date she may not promise. A choice, when she offers two to five options and a person picks one. An approval, for a change she may only make with a teammate's OK: a hand-over, a resolve, a stage move, a ticket, a lead, contact details, or a tool marked Needs approval.
The team on call for that request, one person at a time. Each person has a turn, five minutes by default, before it passes to the next person in the roster. The first answer wins. Admins decide which teams are on call, their hours and whether the phone step is on, so nobody is paged at 3 am unless you want them to be.
Kaylee phones the team on one of your own numbers, in roster order, and reads the question out. Press 1 to approve, or record an answer and hear it back before it is sent. Every answer reaches the customer in her voice, or exactly as you wrote it when you say so.
Kaylee tells them she is checking, keeps helping with everything else, never guesses and never promises a time she was not given. The exchange with your team stays private. If nobody answers in time the fallback you chose on the AI Agent step runs: hand over and file a ticket, tell the customer, or continue.
Yes. Requests reach the inbox, team chat, the mobile app and the phone, and your own tools through the partner API and the Lodgestory MCP server. Webhooks fire on ai_request.created, ai_request.answered and ai_request.replied. From any open request you can also ask Kaylee back, such as which dates the guest meant, and she answers privately from the conversation.