Automate guest service requests & issue resolution on WhatsApp

This workflow enables guests to request services or report issues directly via WhatsApp instead of calling your front desk and waiting on hold. The bot intelligently understands what guests need and responds accordingly. Simple amenity requests like extra towels or toiletries are automatically confirmed with estimated delivery times and routed to your housekeeping team. Urgent situations like maintenance problems, broken air conditioning, or guest complaints are immediately escalated to your duty manager with complete context about the issue and room number, so your team can respond quickly. After each issue is resolved, the system automatically collects feedback from the guest, helping you identify service gaps before they turn into negative online reviews. This gives your guests instant access to help whenever they need it, while ensuring your team can prioritize their attention on issues that truly require immediate personal intervention.

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Here’s how you can set up a rule-based guest service and issue resolution bot.

1. In the Gallabox dashboard, select Bots.

2. Click "Create New Bot" since there isn't a pre-made hotel concierge template in your current library.

3. Build your "Hotel Guest Services Bot" with the following structure:
   
   1. Welcome message: "Hi! I'm your in-stay assistant. How can I help you today?"
   2. Quick reply options:
      
      1. 🛎️ Request amenities (towels, toiletries, etc.)
      2. 🔧 Report maintenance issue
      3. 🍽️ Room service
      4. 🏥 Medical assistance
      5. 💬 Speak to front desk

4. Set up request categorization and routing logic: For Amenity Requests (towels, toiletries, hangers, etc.):
   
   1. Auto-response: "✅ Your request for [item] has been received. It will be delivered to Room [room_number] within 10 minutes."
   2. Auto-assign to housekeeping team
5. For Maintenance Issues (AC, plumbing, electrical):
   
   1. Collect details: "Can you briefly describe the issue?"
   2. Tag as "urgent_maintenance"
   3. Assign to duty manager immediately with notification
   4. Message format: "⚠️ Room [number]: [issue description]"
6. For Room Service:
   
   1. Link to digital menu or forward to room service team
7. For Medical Assistance:
   
   1. Provide in-house doctor contact (if available)
   2. Share nearest pharmacy/hospital address
   3. Offer to call emergency services if needed

8. Add post-resolution feedback collection:
   
   1. After marking request as "completed" in your system, bot automatically asks:
      
      1. "Was your issue resolved satisfactorily? 😊"
      2. Quick replies: ⭐⭐⭐⭐⭐ (1-5 stars)
   2. Based on rating, tag guest:
      
      1. 4-5 stars → "satisfied"
      2. 1-2 stars → "needs_follow_up" (alert guest relations)

9. Optional Enhancement: Proactive Guest Information To reduce in-stay service requests, you can send helpful information at check-in:
   
   1. WiFi password and instructions
   2. Hotel amenities guide (pool hours, gym location, breakfast timing)
   3. How to request services via WhatsApp
   4. Emergency contact numbers
10. This can be set up as a simple welcome message sequence when guests check in.

11. Publish the bot to make it ready for use.