Unified inbox: every guest message in one place.
The plan is WhatsApp, email, Instagram, Telegram and the guest app in one shared inbox, with history, search and filters. Airbnb and Booking.com messages come in through your PMS. REPLAI is being rebuilt right now, nothing is fully connected yet.
- Every message linked to booking, property and guest
- Unread, open, awaiting approval: clearly sorted, not scattered chronologically
- One reply, whichever channel the question came from
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What's inside
All channels in one list
Messengers, email and the guest link are meant to run into the same inbox and draw on the same knowledge base.
- Unread, open and awaiting approval as their own filters
- Every row shows channel, property and guest
- No more switching between five apps and two mail accounts
One guest, one thread
Someone who asks in the guest app and later writes on WhatsApp is the same person. Both strands sit in one thread — for you and for the AI.
- Switching channel doesn't interrupt the conversation
- Earlier stays by the same guest stay visible
- The AI answers the whole thread, not the last line
The context sits alongside
Property, booking period, number of guests, open points: right next to the thread instead of in another tab.
- No checking the calendar to work out who is writing
- The property knowledge behind the answer can be inspected
- Notes belong to the guest, not to a single message
Approve, edit, send
In approval mode the draft is ready. If it fits, it goes out with one click. If it doesn't, you edit it — and the edit is remembered.
- The draft is visible before the guest sees it
- Corrections flow back into the knowledge base
- Set per property: approve first or send directly
How you keep the overview.
Once a message has arrived there are exactly two paths. Which one it takes is your call — and not across the board, but per channel and per topic.
Autopilot mode
The answer goes out directly, without a detour via you. At just before midnight too, when the wifi question comes in. The conversation shows plainly that the AI answered.
- 01Message comes in
- 02Property and guest matched
- 03Answer goes out
- 04You see it in the history
Approval mode
The AI writes the draft, but nothing leaves the house without you. You read it, release it, change it — or throw it away. What you change flows back into the knowledge base.
- 01Message comes in
- 02AI writes a draft
- 03You release, edit or discard
- 04Only then does it go out
This is what sits under the draft
It is not either-or. WhatsApp can run on autopilot while booking enquiries still come to you for release — and the wifi question is answered by the AI while every complaint is handed over. You set it per channel and per topic and change it whenever you like.
Workflows
And what starts on its own, without anyone writing.
Not every message is an answer. Some things should go out because a point in time has been reached — the arrival details two days before, the request for a review the day after departure. You set that up as a workflow, per property.
- 0148 hours before arrival
- 02Arrival details and door code go out
- 03No response? Follow up the day before
- 04Day after departure: ask for a review
The guest picks the channel.
WhatsApp, because after booking almost everyone moves there. Email, because some people use nothing else. The rest, because it exists, and because the guest does not care what you would prefer.
WhatsApp
Instagram
TelegramWhich channels can be connected for you depends on your system and on each provider. REPLAI is in development, and we work that out with each operation before you decide.
Common questions
WhatsApp, email, Instagram and Telegram, plus the guest app as a link in the browser. Airbnb and Booking.com messages run through your property's PMS, which we work out with each operation. Nothing is fully connected yet.
The routes your guests use to write to you directly: messengers, email and the guest link. Message, history and reply are meant to come together in one place there, in your voice and in the guest's language. Bookings, rates and availability stay in your system either way.
Yes, and that is on purpose. Automatically generated answers are meant to be recognisable as such: they go out under your name, but the guest can see that an AI wrote them. Since 2 August 2026, Art. 50 of the EU AI Act requires this of us as the provider: we have to build REPLAI so that guests can tell when they are writing with an AI. You don't need to do anything extra. Regardless of that, guests notice anyway: automation that is discovered annoys more than automation that is announced.
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