Changing channels does not have to mean starting the conversation again
This example shows the module’s role in a hotel process. We define the source scope and available actions for each implementation.
The guest messages, then calls
Anna starts on Instagram, sends her details by email and calls to ask about a late arrival. Different people handle the contact.
Visible history and case ownership
The hub displays the linked threads and conversation record. A member of staff confirms that they relate to the same case. They send the reply through the appropriate channel and pass the unresolved matter to the next shift.
- Channel retained with the message
- Case status and owner
- Context for response suggestions
What does this module cover?
The foundation is provided by indexes of emails, social messages and phone conversations, together with web integration. We bring them together in an interface with search, assignment and history. We confirm sending access separately for each channel.
One workspace
The team reviews connected conversations without opening each inbox separately.
Case ownership
Status and assignment show what still needs a response and who is responsible.
AI with context
Suggestions can use messages and knowledge made available for a specific role.
How do we launch the solution?
Connect sources
We verify indexes, history availability and support for outgoing messages.
Define team workflows
We define roles, statuses, assignments and conversation-linking rules.
Test real scenarios
We test shift handovers, unanswered messages and guest contact across several channels.
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?
- Email index
- Social media message index
- Phone conversation records
- Web integration
What does the team receive?
- Shared case view
- History and ownership assignment
- Context for service and analysis
Permissions and decisions remain with the hotel
Before launch, we agree data access, responsible people and how exceptions will be handled.
The team approves uncertain identity matches. Roles limit conversation visibility and the right to send replies. We only activate automated responses as a separate, tested process.
The hub does not mean that AI automatically handles phone calls. Public reviews and comments belong in the reputation panel; we do not mix them with private correspondence.
What changes in day-to-day work?
Visible status makes it easier to identify conversations waiting for a response.
The next person can see the history and who is responsible for further action.
Which sources and tools do we connect the module to?
We design the channel and sending scope individually. This is a bespoke implementation, not a description of a ready-made Platform package.
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.
Required foundations
Additional context and capabilities
Modules that require this element
See other connections (2)
Frequently asked questions
Will all guest conversations be linked automatically?
Only when we have reliable identifiers and agreed rules. A similar name or profile photo is not enough.
Can a phone conversation be handled from the hub?
Access to a recording or transcript does not mean that calling is available. We agree voice handling and call transfers separately with the telephony provider.