Every channel, every call, one inbox
WhatsApp, Instagram, Messenger, email, web chat and voice land on one timeline per customer. Your team claims, replies and resolves with the full context on screen, and Kaylee works the same thread.
Meta Technology Partner ✦ Six channels, one timeline ✦ Data kept in your region
RSKaylee · suggested replyGuest
Assigned to
Open tickets
The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
Reply to every customer within seconds, with the right context on screen
Home is where your team spends the day: a filterable queue on the left, the live conversation in the middle and the guest's record on the right. Every channel is a first-class citizen with the same composer, the same context and the same history, so nobody hunts for a customer's last message across six tabs.
- One list, all channels. Filter by status, assignee, channel, priority, date, labels or free text.
- Live in under a second. The open thread updates instantly and sent replies appear the moment you click Send.
- One record per guest. A WhatsApp message and a phone call from the same person sit on the same timeline.
SLSofia Laurent · one record
Built for the way a queue actually gets worked
Work one queue, not six tabs
Every WhatsApp, Instagram, Messenger, email and web chat thread arrives in the same list, next to the calls. Filters split it by property, team, channel or priority.
Learn moreSee the whole guest before you type
Booking reference, labels, linked tickets, notes, scheduled messages, call history and the goals a bot already hit sit beside every message.
Learn moreHand off without losing the thread
Bot to Kaylee to a person, or one team to another. Assignees, team queues and transfers keep the conversation whole, and every change is logged.
Learn moreKeep every call on the record
Dial a guest from the chat header over your own trunk. The recording, the transcript and the outcome post back into the thread as a card.
Learn moreThe whole guest, beside every message
The right panel is the guest's record: contact details, the booking, labels, linked tickets, internal notes, scheduled messages, call history and which bot-journey goals already fired. An agent knows which villa, which night and which open issue before typing a word.
- Internal notes with teeth. Mention teammates with @, attach up to ten files and mark a note Important or Follow-up.
- Scheduled messages. Queue a reply for later. It waits in the panel until it fires.
- External items. Booking references, OTA ids and keys from your own CRM attach to the chat.
Guest
Booking
Labels
Tickets
Notes
Scheduled
Calls
Bot journey goals
Kaylee drafts. Your agent decides.
Inside every thread the AI Assistant drafts a reply from the conversation so far, translates what the guest wrote and answers in their language, and summarises a long thread for whoever picks it up next. Agents review, edit and send. Nothing leaves without a person choosing to send it.
- Draft reply. Grounded in the thread, the booking and your knowledge bank.
- Reply in the guest's language. Forty-plus languages, read and written inside the composer.
- Template-aware. After WhatsApp's 24-hour window the composer suggests an approved template so the reply still lands.
Kaylee · suggested replyClaim it, share it, hand it over
A chat can belong to one person, to several with a primary, or to a whole team. Conversations nobody had capacity for wait in the team queue where anyone can claim them, and automations hand them out as agents free up. A transfer carries a note, and the audit trail says who moved what, and when.
- Team queue. Unowned chats are visible to the whole team until someone claims them.
- Role-scoped visibility. Agents see their own and their teams' chats; admins see everything.
- Availability aware. Routing respects each agent's Available for chats toggle and break status.
3 onlineRiya@Dev AC not cooling in 204, guest in-house until Sunday. Please call him before 6 pm.
Riya · just nowCalls land where the chat is
A phone icon in every chat header dials the guest over your own telephony trunk. The call is recorded and transcribed, and a card with the outcome posts back into the same thread, so the next agent reads what was said on the phone without opening another tool.
- Click-to-call through Tata Tele, Ozonetel, Airtel or your own SIP trunk.
- Inbound too. Calls answered in Lodgestory Voice post event cards into the caller's chat.
- Kaylee listens. Summaries and follow-ups from the transcript, in the thread.
Go deeper
Everything the inbox is made of
Multi-channel messaging
WhatsApp, Instagram DMs and comments, Messenger, email and web chat, each with its own rules and the same composer.
Learn moreTeam routing
Teams, queues, capacity and availability decide who gets the next conversation, without a dispatcher.
Learn moreChat transfer
Move a conversation to a person or a team with a note, keep the history, and see every hand-off in the audit trail.
Learn moreLinkedIn page inbox
Messages to your company page, answered from the same queue as everything else.
Learn moreCustomer stories
One inbox for every property, every channel and every call
Front desks at multi-property operators split one queue by property label, claim conversations and move them from New to Resolved, with the booking reference on screen before anyone types. A campaign reply flood routes through the same inbox, with bot journeys fielding the predictable replies while one agent on duty handles the rest.
Enterprise-grade by default
Every conversation is encrypted in transit and at rest, scoped to your organisation, and kept in the region you choose. Role-based access decides who sees which chats, and every assignment, transfer and state change is logged.
Visit the trust centerGuides for the team that runs the inbox
Open the queue, claim a chat, reply, move the state and leave a note for the next shift.
What happens when the AI needs a person: approvals, turns and on-call rosters.
Every inbox release, with what changed and who it helps.
Ready to put every channel on one timeline?
Connect a WhatsApp number, an Instagram account or your email in minutes, invite your team and work the first conversation today.
Questions, answered
The things teams ask before they move their inbox.
It is the workspace your team lives in: a filterable queue of every conversation on the left, the live thread in the middle and the guest's full record on the right. WhatsApp, Instagram DMs and comments, Facebook Messenger, email, web chat and voice calls all arrive in the same list with the same composer, so nobody switches apps to find a customer's last message.
WhatsApp (the official Business Platform and unofficial numbers), Instagram Direct including comment threads on posts, reels and ads, Facebook Messenger, email, web chat from your site widget, and call-event cards from Lodgestory Voice. Each chat belongs to one guest record, so a WhatsApp message and a phone call from the same person sit on one timeline.
Yes. A conversation can start with a bot journey, escalate to Kaylee, the AI agent, and hand off to a team member on the same thread. The guest never sees the hand-off, and the agent sees the entire exchange, including what the bot and Kaylee already said.
A chat can have several assignees with one designated primary, or a whole team. Chats routed to a team that nobody had capacity for sit in the team queue, where anyone on the team can claim them and automations hand them out as capacity frees up. Every transfer is logged with who did it, when and why.
The composer knows. Once a WhatsApp conversation passes the 24-hour customer-service window, it suggests switching to one of your approved templates so the reply still gets delivered, instead of failing silently.
Yes. The partner API lists chats, sends messages, manages assignments and raises tickets, and signed webhooks push every inbound message and status change to your systems. The same operations are available to AI assistants through the Lodgestory MCP server.