Solutions · Guest care
Reply fast, reply right — like someone who knows the guest
MessageAI brings Zalo, Messenger, WhatsApp and OTA chat into one inbox. SaolaAI drafts replies from your own hotel's knowledge — staff approve and send in seconds.
Ms. Lan · ZaloRepeat guest · 4 stays · prefers high floors
Sample data
Do you have a sea-view room this weekend for 2 adults and a 5-year-old?
SaolaAI draft · awaiting approval
Hi Ms. Lan! For Oct 17–18 we have a Deluxe Ocean View room at ₫1,650,000 per night, including breakfast for 2 adults. Children under 6 stay free when sharing the bed. Shall I hold a high-floor room for you, like last time?
Rate: Booking Engine, 09:12Child policy: Knowledge basePreference: Guest profile
The problem
Guests ask in five places. A slow reply is a lost booking.
Five apps, one receptionist
Zalo, Messenger, WhatsApp, Booking.com chat, Agoda chat — opened and reopened all day.
The same question, a hundred times
Check-in time, airport transfers, child policy…
Regulars become strangers
Staff can't tell that the person messaging has stayed five times — or still has an open complaint.
After hours, no one answers
A rate question sent at 22:00 gets answered at 8:00 — after the guest has booked elsewhere.
The four levels of MessageAI
Start with one inbox. Automate once trust is earned.
Available
LEVEL 1
Unified inbox
Every channel, OTA chat included, in one place. Assign, tag and measure response times.
In pilot
LEVEL 2
Reply assistant
AI drafts with sources, staff approve. The guest profile appears right next to the conversation.
Once qualified
LEVEL 3
Auto-reply to FAQs
Frequent questions and public rate quotes go out instantly — even after hours.
Coming soon
LEVEL 4
Advise & close bookings
From rate question to room hold and deposit link — strictly within your hotel's policies.
Clear boundaries
What the AI may do — and will never do
May do
- Quote public rates pulled live from the booking system
- Check availability and suggest alternative rooms
- Answer questions that have a source in the knowledge base
- Take service requests and create tasks for the right team
- Send pre-arrival information and post-stay follow-ups (with guest consent)
Never — always handed to a person
- Discount or negotiate prices
- Promise policy exceptions, compensation or refunds
- Handle serious complaints, or legal, safety or medical topics
- Answer without a source — instead: “Let me connect you with a colleague”
- Keep talking when the guest asks for a person
Knowledge base
Your hotel says it, the AI repeats it — word for word
- A framework pre-built from your room and rate data — you only fill the gaps, about [4] hours of work
- Offers carry an expiry date and automatically stop being mentioned
- A list of guest questions the knowledge base can't yet answer, to fill in each week
- One tap turns a staff reply into a standard answer
Across the guest journey
Before arrivalQuotes, room holds, directions, early check-in.
During the stayService requests automatically create tasks for the right department; the guest is told when it's done.
After checkoutThank-you, review invitation, return offer — only when the guest has agreed to receive messages.
The numbers we hold ourselves to
[< x sec]
first response time
[x%]
correct answers in weekly spot checks
[x%]
conversations fully resolved without handover
100%
serious complaints handed to a person (mandatory target)
Quick questions about MessageAI
Which channels are supported?
Zalo OA, Facebook Messenger, WhatsApp, webchat and chat on OTAs connected to ezCloud. [Specific OTA list]
What about after hours?
At level 3, FAQs and public rate quotes are answered instantly. For anything else, the AI tells the guest when staff will reply.
Does it reply in English?
Yes. Vietnamese and English, detecting the guest's language automatically, in the tone of voice your hotel chooses.
See the AI draft replies from your hotel's own knowledge
30 minutes with an ezCloud specialist. Free, no commitment.