Run guest communication like a fully-staffed front desk — at any hour
Every StayLine feature is grounded in real hotel operations: WhatsApp, AI, shifts, guests and reporting working together.
AI replies & suggestions
Claude uses the last messages plus guest context (name, room, stay dates, nationality, language) to draft replies. Send with one tap, or let AI auto-reply.
- Suggest or auto-send — your choice
- Toggle per hotel and per conversation
- Custom system prompt and model per hotel
- Replies stay short and on-brand
Smart request routing
Each inbound message is classified and routed to the on-shift staff of the right department over WhatsApp — automatically.
- Category, urgency and department detected automatically
- Notifies on-shift staff first, then department phone, then managers
- Configurable minimum urgency to notify
- Repeat notifications de-duplicated within 10 minutes
Multilingual messaging
Guests write in their language; staff work in theirs. StayLine detects the language and translates in both directions.
- Automatic language detection
- Two-way translation
- Original and translated text both stored
- Per-guest language preference
Shifts & departments
Model your real rota. Departments, shift windows and per-staff assignments decide who gets notified, right now.
- Departments: front desk, housekeeping, technical, F&B, management
- Overnight- and timezone-aware shift windows
- Staff-per-shift assignment matrix
- Only on-shift staff are notified
Guest management & PMS import
Keep rich guest profiles and match conversations to the right guest automatically by phone number.
- Profiles: name, phone, email, nationality, room, stay dates, VIP, notes
- Bulk import from your PMS export
- Conversations auto-matched to guests by phone
- Booking source and agency tracking
Dashboards & reports
From a live operations dashboard to nightly reports, managers get coverage, response and AI metrics at a glance.
- Live dashboard: coverage, reach rate, delivery, AI usage
- CRM, daily, agent-performance and management reports
- Department breakdown, top rooms and complaints
- Phone-coverage and interaction summaries
WhatsApp templates
Send pre-approved WhatsApp templates for welcome, info, surveys and more — with variables and buttons.
- Categories: welcome, housekeeping, F&B, technical, survey, info, checkout
- Variable substitution
- Quick-reply and list buttons
- Your own Meta-approved templates
Roles & security
Granular roles keep data scoped, and tokens never reach the browser thanks to a back-end-for-front-end proxy.
- Roles: super admin, hotel admin, manager, agent
- Multi-hotel, fully tenant-scoped
- JWT auth with refresh-token rotation
- Tokens kept server-side via a BFF proxy
A note on honesty: StayLine sends staff notifications as 1:1 WhatsApp messages (the Cloud API does not support group sending), and chat and dashboards currently refresh by polling. We'd rather tell you exactly what it does than over-promise.
See StayLine on your hotel's WhatsApp
Book a short demo and we'll show you AI replies and request routing with your own use cases.