Unified Inbox
Every guest message. Every channel. One screen.
WhatsApp, Booking.com, Airbnb, Expedia, SMS, email, phone. ALMA replies in under 90 seconds, in 12 languages, 24/7. Your team only sees what needs human judgement.
Ana Campos
· Hosting · Room 204 · 2 nightsHola, tienen late check-out disponible para mañana? Vuelo sale a las 19h.
James Whitaker
· Upcoming · Arr Apr 22 · Booking.comHi! Do you accommodate early check-in? Our flight lands at 9am.
Sofia Moretti
· Past · Checked out Apr 14Would love to come back in July — do you have a preferred booking promo code for repeat guests?
Hans Becker
· Hosting · Room 220 · 4 nightsThe AC in the Junior Suite isn't cooling. Can someone check it?
Priya Nair
· Upcoming · Arr Apr 22 · ExpediaWe need to cancel — had a family emergency. Is the deposit refundable?
Lucas Rodríguez
· Inquiry · No booking yetCalled re: availability Aug 10–17 for a group of 8. Left voicemail.
The real Hotel Native inbox — threaded by contact, intent-tagged, urgency-scored. Every message linked to the right reservation and guest profile.
Channels unified
Eight channels. One thread per guest.
WhatsApp Business API
Twilio-hosted, verified number
Booking.com messages
OTA-masked → real guest identity
Airbnb messaging
Resolution center + guest chats
Expedia / Hotels.com
Package inquiries + modifications
SMS
Inbound + outbound via Twilio
IMAP + SMTP on your domain
Phone + voice AI
CallRail, Twilio Voice, call transcripts
Web chat
Embed on your booking engine + site
How it works
Not a chatbot. An AI employee with a side panel.
AI intent classification
Every message auto-tagged: cancellation, alteration, upsell, cleaning, issue, question, new reservation. Your team sees what needs human eyes in seconds.
Urgency routing
High / medium / low urgency scored per message. High-urgency items (AC broken, cancellation, payment issue) ring on Slack or WhatsApp immediately.
Contact spine
One row per guest — across every stay, every channel. Ana Campos in Room 204 is the same Ana who stayed 6 months ago on Booking.com. Full history, not fragments.
90-second SLA
ALMA's Concierge Agent replies in under 90 seconds, 24/7. Your team only sees what can't be auto-handled — the top 10% of messages that need human judgement.
12 languages, guest's native channel
Guest writes Portuguese on WhatsApp, agent replies Portuguese on WhatsApp. Never bounces to 'please contact reception' or mis-languages a reply.
Team collaboration
Assign threads, leave internal notes, snooze, mark answered. AI suggestions your team can accept, edit, or rewrite — the human stays in charge.
Feature-for-feature
Jurny's Unified AI Inbox vs ours
Jurny has shipped a polished Unified AI Inbox — give them credit. The core difference: Hotel Native also runs phone/voice AI and your PMS + channel manager on the same platform, so the inbox is the top layer of a full operating system, not a bolt-on.
Replaces
Questions operators ask
Does it actually handle WhatsApp Business — or just a regular number?+
Yes, WhatsApp Business API via Twilio. Guests see messages from your hotel's verified green-tick account, not a 'bot' number. Attachments, templates, opt-in management all handled.
Can we reply manually when needed?+
Always. The AI reply is presented as a draft your team can accept, edit, or rewrite. You set the auto-send threshold per intent (e.g., auto-send 'question' and 'new_reservation' replies; review 'cancellation' and 'issue' before sending).
What happens when Booking.com masks the guest's real email?+
The Reservation Agent matches the OTA-masked email to the real guest profile on check-in. So the inbox thread is continuous across the OTA pre-arrival messages, the in-stay WhatsApp, and post-stay review requests.
Do we need a separate phone system?+
No — phone and voice AI ride on the same inbox via Twilio + CallRail. Every call is transcribed, classified by intent, and logged against the contact spine alongside WhatsApp and email threads.
How is this different from your AI Concierge?+
Same underlying ALMA Concierge Agent — the Inbox is the front-end for your team; the Concierge Agent is what's actually doing the work. Think of the Inbox as the cockpit, and the Concierge Agent as the autopilot.
See your own inbox with ALMA on top in 30 minutes.
We load a week of your real guest messages into a sandbox and show you ALMA classifying, replying, and escalating on your own property data — before you commit.
