New! Inbound Chats from Anonymous Guests – Duve

Duve has released a new communication feature, allowing hosts to communicate seamlessly with anonymous guests via WhatsApp.

Overview:

With the new Anonymous Guest messaging, guests and potential guests can now initiate a conversation with the Frontdesk via Duve. By recognizing the guest's phone number, Duve will match the guest to their reservation.

A host will only be able to communicate with Anonymous guests via WhatsApp

If the guest's phone number is not recognized, a dedicated chat is initiated in the communication hub for anonymous guests, with WhatsApp names imported for personalization. In cases where no match is found, a new guest profile is created with essential details such as phone number and WhatsApp name, ensuring comprehensive communication management. Messages from anonymous guests are associated with specific brands depending on the phone number that the guest contacts.

Inbound messaging via WhatsApp - Please see here for a Brief Explanation on Duve's Inbound feature!

Pricing:

0.5 EUR per room per month + the cost of the branded phone number per brand

Use Cases:

In House: Hosts can add a QR code inside the hotel and rooms, for guests to scan to directly communicate with the Frontdesk
Pre Booking Guests: Guests without booked reservations or identifying details can now reach out to hosts via WhatsApp, enabling effective communication and support.
- WhatsApp Communication via the Website: Use the Whatsapp snippet to produce a website widget to encourage anonymous inquiries

Requirements:

Branded WhatsApp Number: Only hosts with branded WhatsApp numbers are able to use this integration. Each brand must have its own branded phone number.

To start the process of adding a custom Phone Number to your Duve account, please see our Help Article: Purchase a Custom Phone Number for your Duve account

How to Set it Up?

This feature is an add-on and will be enabled upon request. Please contact your CS manager or support@duve.com

Ensure that your Custom Phone Number for your Duve account is added for your account/per brand.

Step 1: Create a QR Code

Using a unique QR code the guests can scan the code and will be directed to their WhatsApp to start a chat with the host.

Go to this link to generate your link and QR code!

Step 2: Embed the WhatsApp Snippet in your Website.

Embedding the WhatsApp snippet in your website will allow your guests and potential guests to approach your Frontdesk to communicate directly through Duve.

Last Step!

Print out the QR code and add it to your guest rooms and public spaces so guests can easily contact your team.

Host Experience:

Anonymous guests will appear only in the Open folder

The anonymous guest will appear with their WhatsApp sender name as exists in their WhatsApp profile and can be updated by the host in the Communication Hub

Auto translation - Hosts can enable the auto-translate feature in the chat in order for guests to receive messages in the preferred language. Guests preferred language will be taken from the country code of the guest's phone number.

If a guest messages the hotel without a reservation and then books one later, the conversations will be linked

Important Notes:

Filtering Messages: Filter by anonymous messages using the condition "Reservation Status" is "none"