Communication Hub
The Communication Hub is where your team monitors every guest interaction. Whether a guest messages via WhatsApp, chats through the Guest Portal, or triggers an automated notification, it all surfaces here.
Communication Channels
HiLucy supports multiple guest communication channels that feed into the same system:
- WhatsApp -- the primary channel. Guests message the LUCY concierge number (or your property's own WhatsApp Business number) and LucyAI responds automatically. See WhatsApp Setup for configuration.
- Web Chat -- built into the Guest Portal. Guests chat with LucyAI directly from the app at app.hilucy.com. Conversations use the same AI engine as WhatsApp.
- Email -- transactional emails for booking confirmations, payment receipts, and follow-ups.
Regardless of channel, LucyAI maintains a single conversation thread per guest. If a guest starts on web chat and continues on WhatsApp, Lucy has full context from both.
The Inbox
The unified inbox is live. From the admin dashboard, open Inbox (under Comms) to see every guest conversation across your portfolio in one threaded view:
- Realtime updates -- new conversations and guest replies appear in the inbox the moment they arrive, no refresh needed. If the live connection drops, the inbox falls back to polling so the list keeps moving.
- Inline replies -- staff can respond to guests directly from the conversation view using the reply composer. Replies are delivered back through the guest's channel.
- Full guest context -- each thread shows the guest's name, phone number, linked reservation, and the complete conversation history including Lucy's responses.
- Filtering -- filter by date range, delivery status, or guest name to find specific conversations quickly.
Message Status Tracking
Every message -- inbound and outbound -- is tracked with real-time status updates:
| Status | Meaning |
|---|---|
| Sent | Message accepted by the delivery platform |
| Delivered | Message arrived on the guest's device |
| Read | Guest opened the message |
| Failed | Delivery failed -- check the error reason |
For WhatsApp messages, status callbacks arrive from Meta in real time. Each thread in the inbox shows the current status of every message alongside its content and timestamp.
Staff Notifications
When LucyAI escalates a conversation or a guest requests human assistance, your team is notified:
- Inbox alerts -- escalated conversations are highlighted in the Inbox
- WhatsApp staff alerts -- LucyAI can send a WhatsApp notification to on-duty staff with conversation context
- Task creation -- complex requests are automatically created as tasks in your task management system
Escalation happens when Lucy encounters situations she cannot resolve independently, such as maintenance issues, billing disputes, or explicit requests to speak with a person. When a conversation is escalated, staff can pick it up and reply inline without leaving the dashboard.
How LucyAI Handles Conversations
LucyAI processes messages through a sophisticated routing system:
- Incoming message arrives via WhatsApp webhook or web chat API
- AI graph routes the message to the appropriate specialist (booking, local info, property questions, concierge)
- Response generated using the property's knowledge base and conversation history
- Reply sent back through the original channel
- Status tracked with delivery confirmation
See How LucyAI Works for details on the AI architecture.