Answer every traveller, in their language, any hour
A Polish email, a WhatsApp from Tokyo at your 3 am and a call during a delay all land on one timeline per trip. Kaylee reads, translates and answers; business hours route the calls; your desk approves what needs a person.
Forty-plus languages ✦ Business hours per number ✦ Numbers in India and the US
The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
Every traveller. Every language. Every time zone.
A booking enquiry on WhatsApp, an itinerary by email, a call about a delayed flight and a web chat about the airport pickup all belong to one traveller. They sit on one record with the booking beside them, so whoever picks up the conversation, in whatever language, knows the trip.
- Translated inside the thread, with Kaylee's draft in the traveller's language.
- Per-channel personas, so WhatsApp and email can sound different.
- Call recordings and transcripts on the same timeline.
Kaylee · suggested replyBuilt for a desk whose customers never sleep
Speak the traveller's language
Kaylee reads, answers and translates in forty-plus languages inside the thread, and your agents review before anything is sent.
Learn moreRoute by the clock
Time conditions in bot journeys and business-hours schedules on numbers decide who answers at 3 am: the desk, Kaylee, voicemail or the on-call phone.
Learn moreTell everyone at once
Itinerary changes and pickup times as utility templates to a segment, paced, tracked per recipient, with replies back in the inbox.
Learn moreTrusted across regions
Data kept in the region you choose, numbers in India and the US, and every call and approval logged.
Learn moreYour CRM, your carriers, your booking system
HubSpot and Salesforce receive the conversation on the contact and the deal. Calls run on Lodgestory Voice in India and the US, SignalWire in the US, Tata Tele Smartflo or Airtel MSIP in India. Kaylee's tools call your own booking and itinerary APIs, Razorpay takes payment in the chat in India, and Zapier and signed webhooks carry the rest.
- HubSpot and Salesforce contact, deal and activity sync.
- Four telephony providers, several at once in one CRM.
- 40 webhook events and a partner API.
Tool call · getItinerary
Where it goes
Your 3 am is somebody's lunchtime
A journey's time condition checks the clock against your hours and holidays. In hours, the chat goes to the desk. After hours, Kaylee answers from the knowledge base and the booking, holds what she can through your tools, and asks the on-call roster before any exception, phoning them on your own number if nobody is online. The traveller is told she is checking.
- Holidays win over weekly hours, with their own message.
- On-call hours per team, so nobody is paged unless you want them to be.
- Morning pickup with the whole night's exchange on the thread.
When the flight moves, everyone hears at once
A delay changes pickups for forty travellers. One utility template, a segment of tomorrow's arrivals, and the campaign goes out paced and tracked per recipient. Replies thread back into the inbox where the desk and Kaylee answer them one by one. The phone line stays open, with business hours deciding whether the desk or the AI voice agent picks up.
- Named placeholders such as pickup time and driver in the template.
- Sent, delivered, read, failed per recipient; retargets from a stage.
- Calls per hour and handle time in Analytics the next morning.
Replies in the inbox
Solutions for every team at a travel company
One queue, every language, the trip on screen
Translated messages, Kaylee's draft in the traveller's language, the booking beside the thread and a call from the chat header.
- Forty-plus languages read and written
- Template-aware composer after the 24-hour window
- Recording and transcript on the timeline
Qualify, quote and close in the chat
Kaylee qualifies the enquiry, calls your pricing tool, and the desk sends a payment link; the deal lands in HubSpot or Salesforce with the conversation.
- Lead tracks with outbound dialling
- Razorpay payment links in India
- CRM deal stages mapped from tickets
Pickups, changes and the night shift
Utility templates for itineraries and changes, segments of tomorrow's arrivals, and time conditions that hand the night to Kaylee and the on-call roster.
- Campaigns paced and tracked per recipient
- Business hours and holidays per number
- Tickets for every disruption, routed by pool
One report across regions
Live tiles and trends per team, calls answered within target, CSAT by agent, every number opening its records, and Ask Kaylee for the rest.
- Hosting region of your choice
- Role-scoped visibility per desk
- CSV exports and the Reports API
How to run a travel desk with Lodgestory
Connect the channels and the numbers
WhatsApp, email, Instagram, Messenger and the web widget, plus numbers in India and the US with a business-hours schedule on each.
Teach Kaylee the trips
Knowledge bases with itineraries and policies, tools for availability and pricing, a persona per channel, and the on-call roster for the night.
Build the journeys and the templates
A time condition that hands the night to Kaylee, utility templates for confirmations and changes, and segments for tomorrow's arrivals.
In practice
A tour operator across six time zones
A traveller in Warsaw emails in Polish at the desk's 10 am; the agent reads the translation and sends Kaylee's Polish draft. A group in Tokyo writes on WhatsApp at the desk's 3 am; the journey's time condition hands it to Kaylee, who confirms the pickup from the itinerary tool. A flight slips and forty pickups move: one utility template to the segment of Friday's arrivals, replies back in the inbox by breakfast, and the morning report shows every call answered in hours.
Enterprise-grade across regions
Traveller data stays in your organisation's tenancy, in the region you choose, encrypted in transit and at rest. Desks see their own queues, managers see the group, and every approval and change is logged.
Visit the trust centerGuides for travel teams
Hand the night to Kaylee and the morning back to the desk.
No call rings a desk nobody is sitting at.
Utility templates, segments and replies back in the inbox.
Ready to answer every traveller, any hour?
Connect a channel, set your hours and let Kaylee take the night shift this week.
Questions, answered
The things travel teams ask before they move the desk.
The inbox translates the message inside the thread, Kaylee drafts a reply in the traveller's language and the agent reviews and sends. Kaylee reads, answers and translates in forty-plus languages, and each channel can have its own persona.
A bot journey's time condition decides: in hours the chat routes to the desk; after hours Kaylee answers from the knowledge base, holds what she can through your tools and asks the on-call roster before any exception. The traveller is told she is checking and never waits in silence.
Yes. Business-hours schedules decide where a call goes by the moment it arrives: weekly hours, holidays with their own greeting and a Close now button. A number follows one schedule; after hours a call can go to voicemail, an AI voice agent or an external number, and every call records whether it arrived in or after hours.
One guest record, whatever the channel. The WhatsApp enquiry, the email itinerary, the call about a delay and the web chat about pickup sit on one timeline, with the booking and any tickets beside them.
Yes, with approved WhatsApp templates sent from campaigns, bot journeys or the composer: itinerary confirmations, pickup times and changes as utility templates, offers as marketing templates. A campaign to a segment is paced and tracked per recipient, and replies land in the inbox.
Lodgestory Voice numbers in India and the US, SignalWire in the US, and Tata Tele Smartflo or Airtel MSIP in India. Several providers can coexist in one CRM, so a desk can answer on more than one carrier from one inbox.
Yes, with WhatsApp Business Calling on your business number: the traveller taps the call button in the chat and the call rings through your menus and departments. Outgoing WhatsApp calls need the traveller's permission and are not available for business numbers in the United States, Canada, Egypt, Vietnam and Nigeria.