Guest messaging on WhatsApp, answered around the clock
Homni.Channel is a messaging service for hotels, serviced apartments and short-term rental operators. An AI assistant answers your guests on your own WhatsApp Business number, using the knowledge base you write. When a guest needs a person, your staff take over the conversation in a shared inbox.
- Guest Hi, what time does the pool close?
- Assistant The pool is open until 10pm, so it is closed for tonight. It opens again at 7am.
- Guest Ok. Can we get two extra towels in the morning?
- Assistant I have passed that to housekeeping for your unit.
- Housekeeping task created
- Guest Also, I think my card was charged twice for this booking.
- Assistant I am bringing in a colleague who can check that for you. They will reply here.
- Handed over to the team
- Front desk Hello, I am looking at your booking now and will confirm the charge in a few minutes.
What it does today
Everything below is built and running in the product now.
The assistant
- Answers from your knowledge baseIt replies to guest questions at any hour using only what you have written about your properties.
- Replies in the guest's languageGuests write in whatever language they like and are answered in the same one.
- Hands over to a personWhen it does not have the answer, or the guest asks for a human, it passes the conversation to your team and stays quiet while they handle it.
- Escalates emergenciesA guest who is locked out, or reports something urgent such as a leak, goes straight to your staff.
- Reads photosGuests can send a picture of what they are asking about.
- Picks up what staff missIf a guest message waits unanswered in a staff conversation, the assistant returns to it.
The staff inbox
- One shared inboxEvery conversation in one place, updating live, with who is handling it: the assistant, a person, or resolved.
- Take over, release, resolveStaff step into any conversation and hand it back to the assistant when they are done.
- Automatic translationGuest messages in a language your team does not read are translated in the inbox.
- Templates and attachmentsStart a conversation with a WhatsApp-approved template, and send images and documents.
- Delivery statusSee whether each message was sent, delivered, read or failed.
- Conversation summariesA short summary of each conversation, so a colleague can pick it up without reading back.
Reservations and housekeeping
- Cloudbeds connectionConnect your Cloudbeds account and the reservation appears next to the conversation. Access is read-only.
- Recognises the guestBy the phone number on the booking, or by asking for a booking reference, so answers fit the stay.
- Check-in and check-out messagesA welcome with your house information at check-in and a farewell at check-out, sent to guests who have messaged your number in the last 24 hours. That is WhatsApp's rule for free-form messages.
- Availability for new bookingsGuests who want to book are shown available dates and prices from Cloudbeds.
- Housekeeping requests become tasksA request for towels or cleaning is filed as a task for your team, and the guest is told when it is done.
- Optional Telegram dispatchTasks can be sent to your housekeeping team's Telegram group.
Your knowledge base
- Organised by building and topicA grid shows what is written for each building and what is still missing.
- You edit it yourselfChanges reach the assistant within a minute. No retraining.
- Suggested corrections, reviewedWhen staff flag a wrong answer, a correction is drafted for the knowledge base. Nothing changes until a reviewer approves it.
- Door codes kept apartPer-unit details such as door codes are stored separately and given only to a guest whose booking has been verified.
Access and security
- Your own accountEach operator has its own account, with its own WhatsApp number, knowledge base, staff and settings. Staff see only their own account's conversations.
- RolesAdmins manage users, knowledge and settings. Support staff work the inbox.
- Two-factor sign-in for everyoneEvery staff member signs in with a password and an authenticator app. It cannot be switched off.
- Audit logA permanent record of who did what in your account.
How it works
We set up each new operator together with you. There are four steps.
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Connect your WhatsApp Business account
You bring your own WhatsApp Business account and number. They stay yours, and you pay Meta for messaging directly. Today we connect the number with you during setup. A self-serve connection through Meta's Embedded Signup is being introduced.
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Connect Cloudbeds
Sign in to Cloudbeds and approve access for your properties. Homni.Channel reads reservations so it can recognise guests. It does not change them.
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Add your property knowledge
Write what guests ask about, building by building: check-in, parking, Wi-Fi, facilities, house rules. This is the only source the assistant answers from.
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Go live with your team in the inbox
Invite your staff by email. Each person sets a password and two-factor sign-in, then works conversations alongside the assistant.
Your data
You decide what happens to your guests' data. We process it for you, to run this service and nothing else.
- Your own account
- Each client has its own account, with its own WhatsApp number, knowledge base, staff and settings. Staff see only their own account's conversations.
- Used for one purpose
- Guest data is used to answer guests and to support the staff handling their conversations, and for nothing else.
- Your knowledge stays yours
- One client's knowledge base is never used to answer another client's guests.
- Never used for advertising
- We do not sell guest data and do not use it for marketing or ad targeting.
Read the privacy policy or see how to request deletion.
Who provides it
Homni.Channel is a product of Soulasia, an operator of serviced apartments in Kuala Lumpur, Malaysia.
We built it for our own front desk and run it in production across our own buildings, where it answers our guests every day. We now offer the same service to other accommodation operators.
Jalan Perak
50450 Kuala Lumpur
Malaysia
Phone +60 12-342 3834
Email tech@soulasia.com.my
Request a demo
Tell us how many properties you run and which systems you use. We will show you the assistant and the inbox on a call.
Email tech@soulasia.com.myPricing
On request. Meta's WhatsApp messaging fees are separate and are billed to you by Meta.