AI Agent and CRM System for hotels: Bookings, guests, concierge

Where hotel inquiries come from and where the agent meets them

Guests ask about dates in Instagram DMs, write to WhatsApp or Telegram, email a group request or call the front desk. One MyChatBot assistant can be connected to all of these channels, so every conversation lands in Active chats and becomes a lead on the pipeline board.

• Website Widget and messengers (WhatsApp Business, Personal WhatsApp, Telegram, Viber, Instagram, Facebook) for direct booking questions.
• Email and SMS for written requests.
• Calls via SIP Trunk or Twilio: the transcript and recording are added to the guest’s chat. Additional languages and Automatic language switching let the voice agent change language mid-call.
• Forms and external systems: Facebook and Instagram Lead Ads through Lead Forms, website form emails through Lead Form Instant Outreach, and any booking system that can send a webhook through Trigger Outreach.

Three hotel workflows, step by step

1. Direct booking inquiry

1. A guest asks about a family room for set dates. The agent answers from the Knowledge Base: room types, inclusions, check-in and cancellation rules loaded as FAQ and Business Documents.
2. With Client Context on, it records the fields you define: arrival and departure dates, adults and children, room preferences. Contact Details saves name, phone and email to the client card. Context is shared across channels.
3. Following its instructions, the agent sets a funnel status such as Inquiry and adds labels like family or corporate (create them in advance), then files a Task Manager task so reservations can confirm availability and rate.
4. If the guest goes quiet, a published Postponed contextual follow-up for that status sends a reminder after the delay you set; a reply stops it.

2. Spa, transfers and paid extras during the stay

1. For treatments, tours or transfers, turn on the native Calendar: therapists, guides or drivers become Staff Members, and each service gets a duration and price. If the spa already runs on Altegio, connect it and the agent books guests straight into it.
2. In the native Calendar the agent offers only free slots, so two guests never get the same time with one staff member.
3. For paid extras such as a transfer, native Orders with Requires payment via Stripe let the agent create the order and send a checkout link; once paid, it switches to Paid and Confirmed by itself.

3. Groups, weddings and conferences

1. The agent asks for the event date, headcount and room block, and labels the lead as a group.
2. With a CRM connected, it creates a deal in the pipeline you selected, with a link back to the chat.
3. With Google Calendar (not combinable with Altegio on the same assistant), it checks that a proposed time is free and books a call or venue visit with the events manager and the guest as attendees.
4. The manager then takes over the chat through Handoff Control.

Integrations hotels connect and what the agent does in them

On the Integrations page you connect tools per assistant:

• Hotel Management: Servio HMS (with options such as Read prices from Servio and Enforce minimum stay) and EasyMS. Neither has a dedicated guide yet, so test before going live.
• CRM Systems: Bitrix24, HubSpot, Salesforce, Zoho, Kommo, KeyCRM, SalesDrive, GoHighLevel and others. In Bitrix24 the agent creates and updates leads and contacts and creates deals. Records are matched by phone number, link back to the chat and carry the source AI- plus the assistant’s name. You tick which fields the agent may fill and can require a phone before a record is written.

Sync statuses imports the CRM’s stages so the agent moves guests through the right ones. Lead Supervisor can also review recent chats on a schedule and fill in missing statuses and labels without messaging anyone.

Practical limits and where staff stay involved

• Room inventory. The native Calendar books time slots against staff members and services, not room nights. Availability, rates and final confirmation stay with reservations or your property system.
• One scheduler and one CRM per assistant. Altegio, Wlaunch and Google Calendar exclude each other; the native Calendar and Google Calendar can both be connected but do not sync, so keep bookings in one of them.
• Staff changes are silent. When staff create, move or cancel a Calendar event, the guest is not notified, there are no reminders, and manual bookings are not checked for conflicts. Message the guest via View Chat or set up follow-ups.
• Refunds and complaints. Cancelling a paid order does not refund it; refund in Stripe. Your instructions decide which requests, such as complaints or VIP wishes, go to a person; an operator takes over with the stop word or, in implicit mode, any message. On calls, Transfer to human operator forwards the guest to the number you set.
• Proactive messages. WhatsApp Business needs pre-set templates once the standard messaging window closes; pace large campaigns with a Sending interval.
• Time zones and hours. Set the Calendar Timezone first; it starts as UTC. With Work Hours on, off-hours messages get no agent reply, even later, so an operator should review them.