WhatsApp Integration Setup

WhatsApp is HiLucy's primary guest communication channel. This guide covers the HiLucy concierge number and how to set up your property's own WhatsApp Business number.

The LUCY Concierge Number

As of July 10, 2026, HiLucy's WhatsApp concierge runs on a single, unified number:

+1 (231) 444-5829 — saved in contacts as "LUCY"

Guests message this number to chat with LucyAI: ask about the property, book activities, order room service, and more. If your guests saved a previous HiLucy number, ask them to update their contact — the old number has been retired and no longer receives messages.

Most properties don't need any setup to use the LUCY number. It's active out of the box, and conversations are automatically routed to your property based on the guest's reservation and context.

Using Your Own Property Number

Properties that want a dedicated, branded WhatsApp presence can still connect their own number. Here's what you need:

Prerequisites

• A dedicated phone number for your property
• A Facebook Business Manager account
• WhatsApp Business API access

How It Works

HiLucy uses the WhatsApp Business API (not the regular WhatsApp app) to send and receive messages. This means:

• Multiple staff can view and respond to conversations
• LucyAI handles initial responses automatically
• Rich messages with buttons, lists, and media are supported
• Message templates for outbound notifications

Setup Steps

1. Provide Your Phone Number

Share your property's WhatsApp number with the HiLucy team. We'll register it with the WhatsApp Business API.

2. Verify Your Business

WhatsApp requires business verification through Facebook Business Manager. You'll need to:

• Verify your business identity
• Confirm your phone number via SMS or voice call

3. Connect to LucyAI

Once verified, messages to your WhatsApp number are automatically routed to LucyAI. The AI handles:

• Greeting new guests
• Answering property questions
• Processing booking inquiries
• Escalating complex issues to staff

4. Test the Connection

Send a test message to your property's WhatsApp number. You should see:

• An automatic greeting from Lucy
• The conversation appearing in your Communication Hub

Custom Templates

For outbound messages (sending messages to guests who haven't messaged you first), WhatsApp requires pre-approved message templates. HiLucy provides default templates for:

• Booking confirmation
• Check-in reminders
• Welcome messages
• Post-stay follow-up

Contact us to create custom templates for your property.