- Phone · WhatsApp
- Web chat · Email
- Own knowledge base
- Own voice & tone
Group Inbox
One group account for every property.
Group Inbox is the D3x inbox for a hotel group. One group account holds every property as a sub-account. Phone, WhatsApp, web chat, email, SMS, and the OTA inbox share that account. The group sets brand voice, escalation rules, and reporting once. Each property keeps its own knowledge base, voice, and team.
Every call, message, and email builds one guest profile. Sentiment and CSAT sit on the thread. Reporting covers each property and the group.
Structure & control
One group account.
Full control over every property.
Build your group below. Click any name to rename it, add the properties you run, and watch the structure take shape. Every property gets its own channels, team and knowledge base. The group sets the standards, sees every conversation and measures everything in one place.
Group account
Consolidated reportingEvery conversation visibleRoles & accessSentiment analysisBrand standardsAudit trailSSO
- Phone · WhatsApp
- Web chat · Email
- Own knowledge base
- Own voice & tone
Coming soon
Same setup on day one
- Phone · WhatsApp
- Web chat · Email
- Own knowledge base
- Own voice & tone
Click the group bar or a property to see what it controls · hover a role to see what it can access
Nothing selected. The group sets the rules, each property runs its own day.
Central reservations
Group-wide role across every property: one view of each guest, every call and message, wherever they booked. Phone AI answers the central line first.
All propertiesSet once, by the group
- Brand voice & service standards
- Escalation and approval rules
- What the AI may do on its own
- Data protection, retention & audit
- Consolidated reports across properties
Run locally, per property
- Channels, numbers & opening hours
- Knowledge base: restaurants, spa, rooms, local tips
- Persona, voice and languages
- Routing to the property's own teams
- Reports for the property's management
Roles & access
Group admin
All properties
Standards, rules, users and every report across the group.
Property manager
One property
Their property's conversations, knowledge base and performance.
Guest relations
One property · Live
Handovers, tickets and conversations to take over in real time.
Central reservations
All properties · Guests
Every guest and booking conversation across the group.
What the group sees
Resolution rate by propertyCSAT: AI vs teamCalls answered after hoursDirect bookings from calls & chatOpen tickets by team
Your group: 2 live properties and 1 coming soon. Every new property is a new sub-account: same skills and standards, its own knowledge base, live in about 3 weeks.
Example
One group inbox. Every property in view.
An example. Every channel lands in one inbox. The guest profile, sentiment, and CSAT sit on the thread, and reporting covers each property and the group.
Your group
Group Inbox
Open · 18AI messages · 640Completed · 412
All propertiesHarbour HotelThe Clarence
Sentiment by propertyCSAT, AI and teamReporting for the group
- EM
Elena Marquez
I still don't have the check-in link. Can someone at the hotel send it?
- JL
James Liu
Late checkout tomorrow, if the room is free?
- AP
Anna Petrov
Please add our company VAT number to the invoice.
- RC
Rosa Costa
Is parking included, and can we arrive after 9?
- TH
Tom Hughes
Quiet room if you have one. We arrive around 6.
EM
Elena Marquez
Harbour Hotel
AI chat
With the teamHello. How do we get the key for our room?
AI response
Hi Elena. I'll send your check-in link in this thread. Your code activates at 15:00, and I've noted a quiet room and a 6pm arrival.
The link hasn't arrived. Can someone at the hotel send it?
Passed to Harbour Hotel · the thread stays in the group inbox
Hi Elena, this is Maya at Harbour Hotel. I've just sent the link again. Reply here if it still doesn't show.
Reply to guest…
On the account
What the group inbox holds.
One omnichannel inbox
Phone, WhatsApp, web chat, email, SMS, Instagram, Facebook, and the OTA inbox share the account. A guest can switch channel and stay on one thread.
One unified guest profile
Every call, message, and email builds one profile of their preferences, their history, and what they ask for next.
Sentiment on the thread
The inbox reads how the guest feels in the conversation, then reports that sentiment for the property and the group.
CSAT for the AI and the team
CSAT is asked when a thread closes, and reported separately for the AI and for the team.
Reporting across the group
Sentiment, CSAT, and spend are reported for each property and across the group.
Channels
Every guest channel lands in the same account.
Email, website chat, SMS, phone, WhatsApp, Instagram, Facebook, and OTA inboxes share one thread. Language translation sits on the group inbox, with brand and property accounts, roles and permissions, and an audit trail.
- Phone
- Web chat
- SMS
- OTA inbox
Handoff
Knows when to escalate to your team.
A conversation that needs a person goes to that property's team, with the thread attached. The group sets the escalation rules once.
A new hotel
A new property is a new sub-account.
Same skills and standards as the rest of the group. Its own knowledge base, channels, and voice. A typical new deployment is live in about 3 weeks.
01
Name the group
One account holds the brand voice, escalation rules, audit, and the reports the group reads across properties.
02
Add each property
Each hotel is a sub-account: phone, WhatsApp, web chat, and email, plus its own knowledge base and its own voice and tone.
03
Open the next one
A property that is not open yet sits on the same tree. It uses the same setup on day one.
Group Inbox is the D3x account for a hotel group. Every property is a sub-account on one omnichannel inbox. The guest profile, sentiment, CSAT, and reports stay visible from the group, and each property still runs its own channels, knowledge base, and team.
Group Inbox
Put the group on one account.Link to this section
Name the properties you run. We will show the same account on your stack.