Governed communication at group scale
Every property, team and channel on one tenancy. Role-scoped inboxes, queues that hand out work fairly, voice across several carriers, and one report that reads across all of it. Data kept in the region you choose.
SOC 2 Type II aligned ✦ GDPR compliant ✦ In-region data residency
Teams and queues
Voice providers
Visibility · Riya S. · Member
Analytics · all properties · 7d
The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
At scale, the hard part is governance, not features
A group with fourteen properties does not need fourteen inboxes. It needs one record per guest, one roster with clear roles, teams that own their queues, and reports that read across every property without a spreadsheet. Lodgestory runs all of it on one tenancy, with each team seeing exactly what its role allows.
- One base role, three add-ons. Member or Admin, plus Owner, Finance and Bot service accounts.
- Disable, don't delete. A disabled member is signed out everywhere and keeps history, reversibly.
- Invites by email, links valid seven days, passwords never change hands.
Built to pass review and then run the group
Scope every seat
Agents see their own and their teams' chats and their own numbers. Admins see everything. Finance sees invoices. Exactly one owner, transferred in two clicks.
Hand out work fairly
Teams with round-robin primaries, team queues for unowned chats, and ticket pools with hour-of-day rosters in each pool's own timezone.
Run voice on several carriers
Tata Tele Smartflo, Airtel MSIP, SignalWire and Lodgestory Voice in one CRM, with numbers, departments and agents on different trunks.
Report across all of it
One Analytics page for every property, every count backed by its records, and fourteen report types exported as CSV with the module's own filters.
One inbox, several carriers, every recording in place
Pick one provider for a single region, or run several in the same CRM for coverage and redundancy. A number in Mumbai on Airtel MSIP, a department in Bengaluru on Tata Tele Smartflo and a US line on SignalWire all ring agents in the same browser softphone, and every recording lands on the caller's timeline regardless of who carried the call.
- Supervisors listen, whisper, barge and transfer on any live call.
- Business hours with holidays, per department, with a Close now button.
- Numbers at scale. Up to 100 per request on India accounts, with self-KYC per holder.
Calls · all providers
Extensible by API, webhooks and MCP, not by bespoke work
A partner API with per-tenant keys and short-lived bearer tokens covers contacts, chats, messages, templates, tickets, pools, campaigns, segments, reports, voice and AI requests. Signed webhooks deliver 40 event types to up to 30 endpoints, with six attempts, a 30-day log and on-demand replay. The MCP server gives your AI assistant the same operations, scoped to one organisation and your role.
- HMAC-SHA256 on every delivery; at-least-once, idempotent by id.
- Service accounts for automations and the API, created in two clicks.
- Interactive reference at api.lodgestory.com/api/docs/public.
Deliveries · last minute
Claude · Acme Hotels GroupSolutions for every team in the group
One queue per property, one roster for the group
Teams own their conversations and tickets; a transfer carries the note and the history. Pools hand out work by hour and workload without a dispatcher.
Calls where the chats are
Click-to-call from any thread, inbound through menus and queues, recordings and transcripts on the guest record.
Kaylee with approvals
The AI resolves the routine and asks the team on call before anything you mark Needs approval.
Shift handovers
Admins set any member's availability, and internal notes with mentions carry context to the next shift.
Roles that match the org chart
Member, Admin, Owner, Finance and Bot. Disable instead of delete. Invite links that expire in seven days.
Encrypted and in-region
TLS 1.2 or newer in transit, AES-256 at rest, data kept in the region you choose, SOC 2 Type II aligned controls.
Signed, replayable webhooks
HMAC-SHA256 on every delivery, a 30-day log, and automatic pause of a failing endpoint.
Audit trail by default
Every assignment, state change, approval and bulk action is logged with who and when.
One report across properties
Analytics for the whole organisation or one team, with every number opening its records.
Exports for BI
Fourteen report types as CSV, through the page, the API or an AI assistant.
Finance access without admin rights
The owner grants invoice access to finance without widening their reach into conversations.
Clean economics on WhatsApp
Each WhatsApp Business Account is owned and billed by the business; Lodgestory adds no markup to Meta's rates.
In practice
From security review to group-wide rollout
A hotel group reviews the trust center, provisions one tenancy and invites admins per property by email. Teams are created with managers and members, each property's WhatsApp number and phone line is connected, and Lodgestory Voice runs across two Indian carriers and one US line. Agents see their own property's queue, the group sees one Analytics page, and finance exports the weekly ticket and call reports to its own BI.
Enterprise-grade by default
Encrypted in transit and at rest, scoped to your organisation, kept in the region you choose. Role-based access decides who sees what, and every assignment, approval and change is logged.
Visit the trust centerReading for the review
What we do with your data, and where it lives.
Set up a roster that routing, visibility and reports all understand.
Everything your systems need to stay in step.
Ready to run the whole group on one tenancy?
Start with one property and one team, or bring the security questionnaire. Either way, talk to us.
Questions, answered
The things IT, operations and finance ask before a rollout.
The same platform, run at group scale on one tenancy: a unified inbox for every channel with role-scoped visibility, teams and queues, ticket pools with hour-of-day rosters, Lodgestory Voice across several telephony providers, Kaylee with approvals in the console, organisation-wide analytics with CSV exports, and a partner API with signed webhooks and an MCP server. Enterprise plans add higher call volume, multi-region deployment and higher generation quotas.
In your organisation's tenancy, in the region you choose. Data is encrypted in transit with TLS 1.2 or newer and at rest with AES-256. Controls are SOC 2 Type II aligned and processing is GDPR compliant. Every saved query, export and AI action is scoped to your organisation.
Each member has one base role, Member or Admin, plus optional add-ons: Account Owner, exactly one, moved by transfer; Finance, granted by the owner for invoices; and Bot for service accounts. Agents see their own and their teams' chats and their own analytics row; admins see everything. Members are disabled rather than deleted, which signs them out everywhere and keeps their history.
Calls, messages, tickets, campaigns and the AI agent are one product on one record, not modules bolted together. Moving a conversation from WhatsApp to a call to a follow-up campaign is a routing decision inside the same tenancy, and the same report reads across all of it.
Yes. Tata Tele Smartflo and Airtel MSIP in India, SignalWire in the US and Lodgestory Voice for both can coexist in one CRM. Numbers, departments and agents can live on different carriers while the team works one inbox, and a second carrier can carry calls when the first cannot.
Every assignment, transfer, state change, approval and bulk action is logged with who did it and when. Reports export chats, stage history, dispositions, tickets, call logs, leads and more as CSV with the module's own filters, and every count in Analytics opens the records behind it.
The partner API covers contacts, chats, messages, templates, tickets, pools, campaigns, segments, reports, voice and AI requests. Signed webhooks deliver 40 event types with retries and a 30-day replayable log. The MCP server exposes the same operations to AI assistants. Integrations connect your PMS, CRM and payments.
With the numbers the platform already keeps: first response and resolution per team, calls answered within your threshold, tickets created against resolved, bot containment, and CSAT attributed to the agent, all on the Analytics page and in the Agents table for today, yesterday or any range.