Serve · Guest messaging
Every guest conversation, with full context.
Phone calls in and out, WhatsApp, Instagram, Messenger, Telegram, email, website chat and OTA messages relayed by your PMS - handled in one place with the reservation attached, answered in the guest’s own language, and each channel following the rules you set for it.
Every channel in one place · Guest’s own language · Per-channel rules
- Every channel in one place
- Guest’s own language
- Per-channel rules
Customer-reportedEZ Group, 200+ units on Hostaway: 26 min → 12 s average reply, ~90% of guest chats resolved without a person, 51 hours a month back to the team. (Customer-reported, first six months.) Read the story
What it looks like
One WhatsApp message, handled end to end.
Jonas W. · 16:05
Could we get two extra towels and a crib for the little one?
Ersona · 16:05
Of course - I’ve asked housekeeping to bring two towels and a crib to Room 21. They’ll be with you within the hour.
Ersona · 16:38
Delivered - let me know if you need anything else.
- Reservation identifiedRoom 21 · night 1 of 4PMS16:05
- Request understood2 towels · 1 cribErsona16:05
- Task createdGuest service · Room 21 · high · due 17:00Tasks16:05
- Assigned to housekeepingChecklist: towels ×2, crib ×1Tasks16:05
- Task completedMarked done by AnaTasks16:37
- Guest updatedWhatsApp16:38
Illustrative workflowDemo property and data.
How it works
- 01
Connect channels
Voice (inbound, outbound and routing), WhatsApp, Instagram, Messenger, Telegram, email, website chat, and Airbnb / Booking.com via your PMS inbox
- 02
Unified inbox
Every conversation in one place with full guest context
- 03
Auto-translate
Respond in the guest’s language, automatically
- 04
AI responds
Instant answers to FAQs, booking questions, requests
- 05
Human escalation
Complex issues route to your team with full context
Both sides, and the line between
What the guest experiences, what your team works in, and where a person enters - as the product works today.
- The guest
- Writes where they already write - WhatsApp, email, your website, Instagram, Messenger, Telegram, or the Airbnb / Booking.com thread your PMS relays - and gets an answer in their language with the reservation in view.
- Your team
- One inbox with every channel and the guest’s reservation beside the thread; every conversation shows whether Ersona or a person owns it, with take-over in one click.
- Where a person decides
- Take control any time; refunds, complaints and anything you mark sensitive stop with a Needs Human hand-over that says why and what was already done.
Works with your systems
Your PMS keeps doing its job. Each guest channel can follow its own rules.
- GuestyPartner · Marketplace
- OptimaPartner · Marketplace
- MiniHotelPartner · Marketplace
- Hostaway
- Cloudbeds
Guests reach you on WhatsApp, the phone, Instagram, Messenger, Telegram, email, your website and the OTA inboxes your PMS relays. Booking goes to your own engine, WebHotelier included. All integrations
Questions
Something not answered here? Write to us
Which messaging channels are supported?
Phone calls, WhatsApp Business, Instagram, Messenger, Telegram, email and website chat directly; Airbnb and Booking.com messages through your Hostaway or Guesty inbox. We add channels based on demand.
How does translation work?
Ersona auto-detects the guest’s language and responds in kind. Your team sees translated conversations in your preferred language.
What about WhatsApp Business Platform compliance?
Ersona operates within WhatsApp Business Policy. We handle template approvals, opt-ins and message categorisation so your messaging follows the WhatsApp Business Messaging Policy; the account and its compliance stay yours.
Can my team take over a conversation?
Yes, one-tap takeover. Your team sees the full history and can jump in anytime; hand the thread back when you’re done.
Is conversation history searchable?
Yes. Full search across all channels, plus automatic tagging by topic, sentiment, and outcome.
Also in Serve
See it on your hotel.
How this works with your PMS, channels and instructions - in a short walkthrough.