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Omnichannel Support

WhatsApp, Instagram, email, web chat and voice on a single screen. Your team works from one place, with all the context at hand.

Customer Service

WhatsApp, Instagram and Web Chat on a single screen

Your guest reaches out through any channel and your team replies from one place. With a smart queue, automatic distribution and integrated voice calls.

  • Official WhatsApp API + Coexistence — two connection methods, use the app and the platform at the same time
  • Smart queue with automatic distribution among agents
  • Transfer between agents with reason and context
  • Internal notes visible only to the team
  • Voice calls via WhatsApp with automatic recording
  • Shortcuts and templates for replies in seconds
  • Support tickets with priority, SLA and tracking
  • Service scripts for team training and standardizing the hotel's tone of voice
  • Automatic audio transcription — find deals without listening to dozens of audios
  • Live monitoring with an agent leaderboard
  • Team status: Online, Break and Offline — plus offline mode for calls, per agent New
  • Duplicate contact merge suggestions New
  • Panel, chat and app in 4 languages — Brazilian Portuguese, European Portuguese, English and Spanish; each user chooses New
Inbox — 4 conversations
Search...
Maria Silva now
Hi, I'd like to know the availability for the holiday...
2
João Costa 2 min
I saw the hotel's story, I'd like to book for a couple
Ana Ferreira 8 min
I need to change my booking to next week
Pedro Lima 25 min
Please find attached the group's payment receipt
Philosophy

The inconvenient truth: nobody wants to talk to a bot.

Your guest wants to be heard by a person. They want to feel that on the other side there's someone who understands, who cares, who gets things done. That's why, at DeskHotel, the human comes first.

First: your agent

Equipped with everything they need

  • 360° guest profile — history, preferences, past stays and loyalty score on screen
  • AI Copilot alongside — suggests replies, adjusts the tone and answers service questions in real time
  • Audio transcription — finds deals without listening to dozens of audios
  • Service scripts — steps with a real-time checklist. Standardization and quality in service
  • Shortcuts and templates — replies with rich media — photos, videos, presentations, audios and text accessible in one click by the agent
  • Internal team notes — context passed between agents without the guest noticing
The guest feels served by someone who knows them

And when it's the chatbot...

Make it the best it can be

After hours, team busy or simple questions? The chatbot takes over — but with the quality your hotel deserves:

  • Accurate answers — based on your hotel's real knowledge base
  • Instant responsiveness — replies in seconds, 24 hours a day, 7 days a week
  • Hotel's tone of voice — configurable by topic to keep the brand identity
  • Smart handoff — identifies when a human is needed and transfers with context
  • Interactive cards — visual menus that guide the guest without frustration
  • "Bot handling" and "asked for a human" tags — the team sees at a glance which conversations are with the bot and which asked for a person; the "hand back to bot" button returns the conversation to it New
If it's a bot, make it a clear and objective experience
Loyalty

From OTA to direct booking: the journey that cuts commissions

Every guest who arrives via an OTA is an opportunity. DeskHotel orchestrates the post-stay journey, reactivation and incentives so the next booking is direct — no intermediaries and no commissions.

  • Automatic contact capture — WhatsApp collected at check-in
  • Post-stay satisfaction survey with integrated NPS
  • Reactivation campaigns segmented by profile and season
  • Exclusive coupon for a direct booking on the next return
  • Full tracking: from the OTA to the direct conversion
Guest Journey
Booking via OTA
Booking, Expedia, Decolar...
Stay
Contact captured via WhatsApp
Post-stay
NPS survey + thank-you
Reactivation
Segmented campaign + coupon
Direct Booking
No commission, no intermediary
What's new

What's new in customer service

New features so your team replies faster, in more languages, with the bot working alongside them.

New

Bot agent in the queue

The bot joins the distribution queue like any team member: it replies, prices the stay, sends the quote and hands the conversation to a human, with a summary, when the guest asks or when needed.

New

Automatic translation

Agents write in Portuguese and the guest receives it in English or Spanish. Incoming messages arrive translated for the agent, and the quote follows the contact's language.

New

Kanban and Multichat views

Conversations in columns by funnel stage, or up to 3 conversations side by side. With light and dark themes.

New

Economy mode

Messages sent in a row become a single bubble, and the gallery goes as one collage with a "see all photos" link. Fewer billed messages.

New

Mobile app and Chrome extension

An agent app for the phone. And the optional Chrome extension sits next to WhatsApp Web to copy quotes, shortcuts and galleries.

Rolling out

Voice bot and phone system

The bot answers calls on WhatsApp and on the hotel's number with a natural voice. During the call, it sends the quote, photos and payment link on WhatsApp only to the caller, reads photos and receipts, and leaves a call summary and classification in the conversation. The phone system brings a softphone in the chat, recordings with transcription, service hours and blocked numbers.

Better together

Customer Service is even more powerful with

Customer service gains context when connected to the CRM and to quotes.

Sales CRM

Your agent sees the pipeline, the score and the guest's history while chatting.
You are here

Customer Service

WhatsApp, Instagram and web chat on a single screen with a smart queue.

Quotes

Build and send quotes right in the conversation — with open and checkout tracking.

Each module works on its own — but together, conversion takes off.

Simplify your operations.
Delight your guests.

Discover DeskHotel and see how a single platform can transform your hotel's service, sales, and management.

Book a demo