A guest returns to a conversation from a few days ago
This example shows the module’s role in a hotel process. We define the source scope and available actions for each implementation.
“Do the arrangements still apply?”
A guest asked on Instagram about arriving after midnight. Another receptionist reads the next message and needs the previous reply, not just the last sentence.
Continuing with the full context
The index provides the conversation history and the dates of the arrangements. The communication panel can display it, and the suggestions module can prepare a response. Current late-arrival rules come from the hotel’s approved knowledge.
- Message history
- Account and channel details
- Link to the source or thread ID
What does this module cover?
We connect selected business accounts and the messages available to them, for example from Messenger, Instagram or WhatsApp. Access to history and attachments is checked separately for each integration. We do not automatically link a guest’s identity across different channels based on a similar name.
Conversation continuity
Further messages remain part of the same thread, including when the staff member changes.
Source and timing
AI distinguishes a current question from a reply given before the hotel procedure changed.
Controlled scope
The index covers agreed business accounts and respects access roles.
How do we launch the solution?
Connecting accounts
An administrator approves access to selected channels and the available history.
Organising threads
We retain participants, dates, message order and supported attachments.
Sharing context
We test search and synchronisation with the tools used by reception.
What goes into the module and what comes out?
We separate source material from the tool’s output. This helps subsequent modules understand which context they can use.
What does AI use?
- Permissions for business accounts
- Messages and thread metadata
- Access and retention rules
What does the team receive?
- Searchable conversation history
- Context for the Central Communication Hub
- Data for later summaries
Permissions and decisions remain with the hotel
Before launch, we agree data access, responsible people and how exceptions will be handled.
The hotel selects the accounts, users and message retention period. Linking a conversation to a booking requires a reliable identifier or confirmation from a staff member.
The index does not send replies and does not, by definition, include public comments. Message availability depends on the permissions and capabilities of each channel.
What changes in day-to-day work?
Guest service staff can refer back to information the guest has already provided.
The history remains available to the next member of the team.
Which sources and tools do we connect the module to?
We confirm access for specific accounts and the business configurations in use. Reading and sending messages require separate permission scopes.
Related process elements
Its place in the implementation journey
These links come from the roadmap. Requirements form the basis of each node, while enrichments extend its capabilities. This does not mean that all subsequent modules must be launched at once.
Modules that require this element
Frequently asked questions
Is this a shared inbox for replying?
No. The index provides context. Conversations and sending replies are handled in a separate panel or channel tool.
Can a message be linked to a booking?
Yes, if we have reliable matching data and the right integration. A doubtful match should be confirmed by a member of staff.