Communication & LucyAI FAQ
Answers to the most common questions about WhatsApp messaging, LucyAI behavior, and guest communication.
WhatsApp Setup
What number do guests message to reach Lucy?
HiLucy's WhatsApp concierge number is +1 (231) 444-5829, saved as "LUCY". This unified number went live on July 10, 2026, replacing the previous number, which has been retired. If a guest saved the old contact, ask them to update it -- messages to the retired number are no longer answered. See WhatsApp Setup for details.
Do I need a separate phone number for WhatsApp Business?
Only if you want a dedicated, property-branded number. Most properties use HiLucy's shared LUCY number with no setup at all. If you do want your own number, WhatsApp Business API requires a dedicated phone number that is not already registered with the regular WhatsApp app. You can use a landline or a new mobile number -- HiLucy will register it with the API on your behalf.
How long does WhatsApp Business verification take?
Facebook Business verification typically takes 2-5 business days. Once verified, your number is active and can send and receive messages immediately.
Can I use my existing WhatsApp number?
You can, but the number must be migrated from the regular WhatsApp app to the Business API. This means you will lose access to the personal WhatsApp app on that number. We recommend using a dedicated property number instead, or simply using the shared LUCY number.
Message Delivery
Why did a message show "Failed" status?
Common reasons for failed delivery:
- Invalid phone number -- the number is not registered on WhatsApp
- Guest opted out -- the guest blocked your business number or reported it as spam
- Template rejected -- the message template was not approved by Meta (for outbound messages)
- 24-hour window expired -- for free-form replies, WhatsApp requires that the guest messaged you within the last 24 hours
Are there limits on how many messages I can send?
WhatsApp Business API has tiered messaging limits based on your account quality rating. New accounts start at 1,000 business-initiated conversations per day and scale up to unlimited as your quality rating improves.
Can I send messages to guests who haven't messaged me first?
Yes, but only using approved message templates. See Scheduled Messages for details on template setup and automation.
LucyAI Behavior
What languages does LucyAI support?
Lucy automatically detects the guest's language and responds in kind. She supports 50+ languages with no configuration required.
How does Lucy know about my property?
Lucy's knowledge comes from your property's vector knowledge base, which includes property descriptions, amenity details, house rules, local area guides, and FAQ content. This knowledge is indexed via Pinecone and retrieved contextually for each conversation.
Can I control what Lucy says?
You control Lucy's knowledge base. By updating your property information, local recommendations, and house rules, you shape the answers Lucy provides. For specific phrasing requirements, contact the HiLucy team to adjust Lucy's instructions for your property.
What happens when Lucy cannot answer a question?
Lucy automatically escalates to your team when she encounters situations outside her scope -- maintenance requests, billing disputes, complaints, or when a guest explicitly asks for a human. The conversation transfers with full context so your staff can continue without asking the guest to repeat themselves.
Escalation
How do I know when a conversation has been escalated?
Escalated conversations appear in the admin Inbox with an escalation indicator. If WhatsApp staff alerts are configured, on-duty team members also receive a direct notification.
Can I take over a conversation from Lucy?
Yes. Staff can reply to guests directly from the admin Inbox -- open the conversation and type a reply in the composer. New guest messages and replies appear in the inbox in real time. See Communication Hub for details.
Opt-In & Compliance
Do guests need to opt in to receive WhatsApp messages?
Yes. WhatsApp Business Policy requires that guests explicitly consent to receiving messages from your business. HiLucy collects opt-in during the booking or check-in process. Guests can opt out at any time by messaging "STOP" or blocking your number.
Is guest conversation data stored securely?
All conversations are stored in your property's WordPress database with standard encryption. Message content is used only for providing the AI concierge service and is not shared with third parties. See our privacy policy for full details.
Are conversations GDPR compliant?
HiLucy is designed with GDPR compliance in mind. Guest data can be exported or deleted on request, conversation retention policies can be configured, and all data processing follows a lawful basis.