Reservation management

How to handle incoming calls with Bookline.ai

Bookline is a leading solution for managing and handling incoming calls in the hotel sector, automating the capture and analysis of all call data.

In the case for Camping, the flow will operate the same as Hotels but we ask if they want a pitch or a bungalow.

WhatsApp

Using a familiar tool like WhatsApp to manage reservations and communicate directly with customers gives businesses more flexibility and helps save time.

At Bookline, we support different reservation management scenarios through our WhatsApp integration.

a. Requested & Sent

• When the customer requests a WhatsApp message and has WhatsApp installed on their mobile device, the message is sent automatically.

• This is considered an effective conversation, and a response from the customer via WhatsApp is expected.

• These calls are given high priority due to their strong likelihood of conversion.

b. Requested & Not Sent

• If the customer requests a WhatsApp message but it cannot be sent, there may be several reasons, such as WhatsApp not being installed on the mobile device or the call being made from a landline with no associated WhatsApp account.

• The reason why the message could not be sent should be recorded.

• These calls are still important and should be flagged for special follow-up.

c. Not requested

• When the customer does not authorize WhatsApp messaging, it’s important to respect their preference.

• The conversation can continue by phone or email, depending on the customer’s choice.

• These calls may be lower priority than authorized ones, but they are still valuable.

Email notifications

Bookline sends an email for each call to inform hotels about the status of the call handled by our voice assistant. This allows Bookline clients to stay informed about guest interactions and take action when needed.

The different reservation scenarios that Bookline can manage each have their own specific conditions—known as reservation notification types—and can be configured individually based on your needs and circumstances.

There are different types of email subject lines that explain the context of the call:

It’s important to note that each of these condition parameters (number of nights, number of rooms, etc.) can be configured individually for every hotel that uses Bookline.ai.

Hotels that use Bookline.ai can adjust the conditions based on the specific needs and the circumstances of their property.

This flexibility allows hotels to adapt Bookline.ai to their unique booking strategies and goals.

This call follow-up protocol is designed to ensure that Bookline clients understand the importance of properly handling incoming calls and how to manage the different scenarios related to sending WhatsApp messages.

If you have any questions or need more details, feel free to contact us.