What Sarah may say to your guests, and what she leaves to your team.
The questions a general manager asks before an AI concierge answers for the hotel, answered with the settings your dashboard has today.
Will she sound like your hotel?
Her tone is agreed with you on the setup call, about ninety minutes on your policies and the way your house speaks, and recorded in your dashboard.
Recorded as one of five settings: Balanced, Warm & welcoming, Professional & discreet, Friendly & conversational, or Short & practical.
What she calls your hotel is recorded with it, and so is your team’s name in her replies: reception, guest services or the team, in English, French and Arabic.
Sarah is the same name at every hotel, and she signs your booking confirmations with it.
She answers, and your team decides what she may promise.
Where she stops is settled with you before she speaks to a single guest.
Four settings, from “Standard assistance” to “Information only; team handles decisions”, which tells her to answer questions about the hotel and pass every booking decision, payment, complaint and exception to your team.
Sarah confirms it herself, your staff approve each one from their phone, or the guest sends proof and your team checks it. You choose the rule.
Card details never enter a conversation. The guest gets a link and pays on a page built for it.
She answers from your knowledge base and, on plans with the PMS link, your PMS, and from nothing else. When she has no answer she says so and hands over; she does not guess a rate or a policy, and she cannot offer a service you do not sell.
When a guest asks for a person, your team is alerted and takes over.
- When she hands overWhen a guest asks for a person or disputes a charge, the conversation goes to your team.
- What your team findsThe whole thread, in the dashboard’s waiting list, so nobody asks the guest to repeat themselves.
- From a phone, at nightYour duty manager can approve or decline a booking from Telegram with one tap, without opening the dashboard at one in the morning.
- In your team’s languageEach person works in the dashboard in English, French or Arabic, and Sarah writes her booking notes to your team in the language you set.
Wizorks sets daily limits on what she does, and you can read them.
They are safety limits, not a plan allowance or a charge, and they never stop your team from replying to a guest.
Guest messages she handles, messages she starts, voice notes and call minutes, each counted from 00:00 UTC and shown on your Plan & usage page.
A limit per hour and per day. Past it, Sarah pauses for that guest alone, and the conversation goes to your team marked “Message limit reached”.
One button in the conversation hands the guest back to her. If they are still waiting, she answers their latest messages once.
Each limit either stops that activity or is only recorded while Wizorks observes it; your Plan & usage page says which.
Here is what a guest is told, and what your team can see.
Do guests know Sarah is an AI?
Yes. The chat window on your website names her as your hotel’s AI concierge, on a phone call her first sentence says so, right after your hotel’s greeting, and when a guest asks, she never denies it. She does not repeat it in every message.
Which languages does she answer in?
Sarah replies in the language the guest writes in, including Arabic in its main dialects and Modern Standard Arabic, English, French, Spanish, German and Turkish. The guest portal, chat window and guest guide are in English, French and Arabic.
Does she ever write to a guest first?
Only within WhatsApp’s rules. On WhatsApp she writes first only within 24 hours of the guest’s last message; outside that window, a pre-arrival note goes by e-mail, or not at all.
Can my team read everything she said?
Yes. Every conversation, on every channel, is kept in your dashboard, and your team can reply in the same thread; on WhatsApp, within 24 hours of the guest’s last message.
Watch it answer a real enquiry from your property.
Thirty minutes on a call, with your own channels and rates on the screen, and no contract at the end of it.
- PMS Live
- 3
- Live channels
- 4
- Days to go live
- 2