Take the Admin Out of Every Shift

It takes the chasing out of the shift. Guest messages from every channel land in one shared inbox, rules send each conversation or request to the right department, and Allin AI can answer routine questions in the guest's language at any hour once you switch that on, handing over to your team when a person is needed. Every request has one clear owner, so nobody has to guess who is handling what.

Alliants Messaging is the shared inbox for every guest conversation. Allin AI is the assistant that drafts replies and answers routine questions. Alliants Agents are the routing, escalation and out-of-hours rules that keep conversations moving. The Alliants Staff App is the workspace your team uses on desktop or phone. All four run on Alliants Core Platform, so everything is tied to one guest profile.

Front office, guest services, concierge and department teams answer and work from the shared inbox. Department managers set the routing and escalation rules in the Alliants Staff App settings, and Alliants Agents then run them in the background. General managers and department heads can follow response times in Alliants Insights. Each person sees only the modules and properties their permissions allow.

Today someone has to check each channel every hour, and notes pass from shift to shift by word of mouth. Here, WhatsApp, text message, email and more arrive in one shared inbox, each conversation goes to a department, and a message becomes a request in one click without leaving the thread. Handover notes, reminders and open issues sit in the same workspace.

No. It is built to give your team more time for the guests who need a person. Allin AI handles routine questions within the limits you set and hands anything it should not handle to your team, with a summary. Staff can take over any conversation in one click and hand it back to Allin AI when they are done.

WhatsApp, text message, email, web chat and the guest web app, plus Messenger, Instagram, LINE, Telegram, Viber and WeChat. Guests can also chat from your own iOS and Android apps and in-room tablets, depending on your property. Text message and WhatsApp messages from the same guest at the same property merge into one conversation, so the guest sees one thread and your team sees one.

No. Guests write in their own language and staff reply in theirs. Incoming messages are translated for staff, and replies are translated into the guest's language as they are sent. Staff always see the text they typed and the guest's original message beside each translation, so nothing is lost in the middle.

An automatic reply on the channel they used, from a template you choose, in their language where it is known. Each department sets its own business hours, and response timers restart when the department opens rather than overnight. If you would rather have routine questions answered at night, Allin AI can do that within the limits you set, and it hands over to your team when a person is needed.

Yes to both. When Allin AI replies on its own, guests are told they are talking to AI, in line with Article 50 of the EU AI Act. Allin AI shares booking details only after the guest confirms their booking reference and last name, or a one-time code. Anything it cannot finish goes to your team with a summary, and staff can take over any conversation in one click.

Each channel can belong to a department, so its conversations go straight to that team, and anything that does not match falls back to the property's default department, so nothing arrives unowned. Staff can still transfer a conversation or loop in another department. If you switch on auto-assign, new work goes to the colleague with the fewest open items, and you can set a maximum per person.

A response rule fires. You set how many minutes each department has to respond. When time runs out, named colleagues get a push alert or the escalation goes to a team inbox, and a backup department can be brought in. A reply from the team cancels the timer, and rules can also watch service requests, check-in and check-out submissions and authorisation requests.

The Today page in the Alliants Staff App shows the overnight handover, open issues with service-level timers, arrivals and departures, and a morning report that refreshes through the day. Staff leave internal notes and @mention colleagues in the thread, and conversations carry an AI summary where Allin AI is switched on. Reminders on bookings, guest profiles and requests can be shared with other departments; ask your Alliants contact what is available at your property.

You decide, channel by channel, brand-wide or per property: AI can be off, suggest replies for staff to approve, or reply on its own once Alliants switches that on for your brand. You set the topics that always go to a person. Any action that changes data needs an explicit confirmation, and every change is recorded as an AI action. Staff can also keep Allin AI out of conversations with a particular guest, depending on your property.

Managers with the conversation-configuration permission, brand admins by default, set response times, alerts and opening hours in the Alliants Staff App settings, with no developer needed. In-app lessons walk them through setting up rules and triaging escalations. New team members can learn the app through Academy, in-product lessons that tell, show, then let staff try each task, if you switch it on.

Alliants Core Platform works alongside your property management system (PMS), keeping bookings, guest profiles and rooms in step. It connects to Oracle OPERA Cloud, HotelKey, Shiji, Apaleo, Mews (switched on per property), StayNTouch, Infor HMS and iReckonu. Allin AI uses your PMS for booking lookups, new bookings, amendments and cancellations, and requests created by your PMS follow the same department routing.

WhatsApp runs through Meta's WhatsApp Business Cloud API or Twilio, text message through Twilio, email through SendGrid, and web chat and further channels through Sunshine Conversations. Translation uses Google Cloud Translation and Gemini, with a China-hosted provider and WeChat customer service for properties in mainland China. Routing and escalation rules cover every messaging channel on the platform.

From what you tell it. Your team adds web pages, files and typed answers in one place, follows a checklist of what guests ask most, and can test a question to see what Allin AI would find. Answers can be set brand-wide or per property, and a property's own answer replaces the brand's for that hotel. You can copy one property's answers to set up the next.

Yes. We register your endpoints during onboarding, and events are signed so your system can confirm they came from Alliants, with automatic retries on failure. For example, your systems can be told when a guest withdraws consent. There is also a GraphQL interface, the same one every Alliants app uses, plus REST endpoints for profiles, bookings, requests and locations, with keys limited to what each integration needs.

We switch Alliants Messaging and Allin AI on for your brand. Channels, departments, business hours and escalation rules are then set up for each property during onboarding, and a set-up wizard checks each channel's credentials before it goes live. Routing, escalation rules and opening hours come with every brand. The Alliants Staff App is included, works in any modern browser on desktop, tablet or phone, and needs nothing installed.

Alliants is ISO 27001 certified. Data is hosted on Amazon Web Services in one regional deployment for your brand: Europe, the United States or Asia Pacific. Each brand has its own dedicated database, including its Allin AI knowledge base, and data is encrypted in transit.

With your own single sign-on (SSO), so access follows the groups in your staff directory, or with passkeys using Face ID, a fingerprint or a device PIN, and passwords that meet your brand's rules. Multi-factor authentication can be required, and sessions end after a period of inactivity, with a warning first. Permissions are role-based and scoped per property, and the AI assistant needs its own permission.

Every reply is checked before it goes out for contact details, booking references and links that do not belong in it, and replies Allin AI sends on its own are checked against their sources. Guest messages and booking fields cannot redirect the AI, and usage limits stop runaway exchanges. Allin AI uses OpenAI models by default, with Anthropic's Claude as a fallback, through a dedicated Alliants AI service.

Consent is held per channel and checked before any message is sent. STOP and unsubscribe requests are honoured per channel, and opt-outs from mobile carriers show as their own status, so staff know why a guest cannot be reached. When a guest asks to be erased, the request clears their data across related records, including conversations, messages, AI summaries, drafts and voice recordings, and keeps a record of what was cleared without holding any guest details.

Yes. Our security and legal teams will send the compliance documents your review needs. Talk to our team to get started. For connections to your own systems, outgoing events are signed so your system can confirm they came from Alliants, signing secrets are encrypted at rest, and calls to private or unsafe addresses are refused.

Alliants Messaging and Allin AI are both part of the Signature, Messaging and All-In bundles. Routing, escalation rules and opening hours from Alliants Agents come with every brand, and the Alliants Staff App is included with every brand too. Alliants Core Platform is in all bundles. Pricing is agreed per contract, so talk to our team about how the rest of Agents is packaged for your properties.

Many hotels start with guest messaging and add more as they grow, since modules are switched on per brand and per property. Allin AI can be set channel by channel to suggest replies for staff to approve, so your team can build trust in it before it replies on its own. Your busiest shift is a good place to begin the conversation.

Book 30 minutes with an Alliants expert. Bring your busiest shift and we will show you where the time goes. We will show you the products running in a hotel like yours and talk through how they would fit your properties and systems.

It depends on the products you choose, how many properties you start with and the channels each one uses. Channels, departments, business hours and escalation rules are set up property by property during onboarding. Talk to our team for a plan that fits your properties and a realistic timeline.