One inbox, AI that resolves, full context on the rest
Every channel on one timeline. Kaylee answers the repetitive questions and asks your team before anything that needs a person. Tickets sit beside the chat, SLAs show on live tiles, and CSAT lands on the agent who earned it.
Six channels, one queue ✦ Approvals built into the AI ✦ SLAs you define
The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
Support volume climbs, channels multiply, context gets lost
WhatsApp on a phone, Instagram in a browser, email in a client, web chat somewhere else: agents lose minutes per ticket hunting for a customer's last message. Lodgestory puts every channel in one filterable queue with the guest's record beside the thread, and lets a bot, Kaylee and a person work the same conversation without the customer noticing a hand-off.
- Filter by status, assignee, channel, priority, labels or free text, and split the queue by property or team.
- Team queue for conversations nobody had capacity for; anyone on the team claims.
- Template-aware composer after WhatsApp's 24-hour window, so the reply still lands.
A support desk that answers everywhere and forgets nothing
Work one queue, not six tabs
WhatsApp, Instagram, Messenger, email, web chat and voice on one timeline per customer, with the same composer and the same context.
Learn moreLet Kaylee take the repeat questions
Grounded in your knowledge bases, calling your tools, asking your team before anything marked Needs approval.
Learn moreTrack every issue beside its chat
A category from your list, a priority, an owner picked by a pool, and an email on every change.
Learn moreSee the breach before the escalation
Waiting tiles against the SLAs you set, the oldest waiting chat, and the records behind every number.
Learn moreKaylee resolves the easy ones and asks on the hard ones
Opening hours, policies, order status, a booking lookup, a payment link: Kaylee answers from your knowledge bases and tools, in the customer's language. A refund, a resolve or a change you mark Needs approval goes to the team on call, one person at a time, then the phone when nobody is online. The customer is told she is checking and never waits in silence.
- Draft reply, translate, summarise inside the composer for the questions a person takes.
- Timed out means rejected, never quietly made.
- Bot containment per day on the Bots tab, so you know what she handled alone.
From "AC not cooling" to resolved, with everyone told
The agent raises the ticket from the guest panel, picks Maintenance and HVAC from the channel's list, sets the priority and lets the pool hand it to whoever is on this hour. The maintenance lead gets an email, the guest gets an acknowledgement on WhatsApp, and when the fix moves the ticket to Resolved a CSAT survey follows. Meanwhile the waiting tiles show what else is ageing.
- Eight filters and atomic bulk actions for the weekly review and a staff change.
- Presets or custom thresholds for waiting SLAs, re-bucketed the moment you save.
- CSAT attributed to the agent, with the responses and their context.
Waiting · SLA
Solutions for every team on the desk
The whole customer before you type
Booking, labels, linked tickets, notes, scheduled messages, call history and the goals a bot already hit, beside every message.
Kaylee drafts, you decide
A suggested reply grounded in the thread, a translation of what the customer wrote, a summary for the next shift.
Call from the chat
Click-to-call over your trunk, with the recording and transcript posted back into the thread.
Notes with teeth
Mention a teammate, attach files, mark it Important or Follow-up.
Live tiles for the shift
Unanswered, waiting by SLA, oldest waiting, agents available, calls and bot sessions in progress, every thirty seconds.
Claim, share, hand over
Multiple assignees with a primary, team queues, transfers with a note and an audit trail.
Pools without a dispatcher
Tickets handed out by hour, workload, capacity or at random, with a fallback when nobody is on.
Approve in one tap
Kaylee's questions and approvals in the console, team chat, the app or the phone.
The trend under the day
Median first response, average resolution, tickets created against resolved, over any range.
Every number opens its records
Click a count and the exact chats, calls or tickets are listed, with their own CSV.
Ask Kaylee for the metric nobody shipped
Plain English in, a saved query with a chart out, pinned to a dashboard.
Reports for BI
Chats, stage history, dispositions, tickets, call logs and survey responses as CSV.
In practice
One shift on a support desk
Three agents staff WhatsApp and email across eight properties. Filters split the queue by property label. Overnight, a bot journey and Kaylee answer arrivals and policy questions; the one refund request waits in the console until the morning person approves it in one tap. A complaint becomes ticket #42, routed by the maintenance pool, resolved before lunch, surveyed by evening. The lead reads the waiting tiles at standup and clicks the one number that is slipping.
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 approval is logged.
Visit the trust centerGuides for the support desk
Open the queue, claim a chat, reply, move the state, leave a note.
Questions, choices, approvals, turns and the phone step.
Live tiles, SLAs, the four overview charts and the Agents tab.
Ready to put every support channel on one timeline?
Connect a channel, invite the desk, set your SLAs and let Kaylee take the first conversation today.
Questions, answered
The things support leads ask before they move the desk.
The CRM run as a support desk: a unified inbox where WhatsApp, Instagram, Messenger, email, web chat and calls land on one timeline per customer; Kaylee, the AI agent, answering the repetitive questions and handing over on the same thread; tickets raised beside the chat and routed by pools; live SLA tiles and the Agents table in Analytics; and CSAT surveys attributed to the agent who handled it.
Every channel is a first-class citizen, not a plug-in. Voice, email, WhatsApp and web chat share the same list, composer and context. A conversation can start with a bot, escalate to Kaylee and hand off to a person on one thread, with no context lost and no separate case record to reconcile.
Whatever your persona, knowledge bases and tools allow: opening hours, policies, booking lookups, availability, a payment link, a ticket. Anything you mark Needs approval, such as a refund, waits for a person in the Kaylee console. When she does not know she asks your team instead of guessing, and the customer is told she is checking.
A ticket sits beside the chat with a category from your per-channel list, a priority, an owner and a status. Pools hand new tickets to the right person by hour-of-day roster or availability, fall back when nobody is on, and the assignee is emailed on creation and every status change. The list filters eight ways and bulk actions are atomic.
The right-now tiles in Analytics count unanswered chats against thresholds you set, tight, default, relaxed or custom, with colour that shifts as each line is crossed and an oldest-waiting tile. Click any number and the exact chats behind it are listed, with their own CSV.
Median first response and average resolution per hour or day, tickets created against resolved, calls answered and missed per agent, bot containment, and CSAT from surveys attributed to the agent, all on one page for 24 hours, 7, 30 or 90 days or any range.
Admins see every member. An agent without admin rights sees their own row and their own availability history, so the Agents table works as a coaching tool without turning into a leaderboard.
Bot journeys and Kaylee keep answering on every channel. Business hours with holidays decide what a phone call hears, an away schedule decides what a chat gets, and the team on call can be phoned on your own number when the AI needs a decision.