Guest messaging integration · direct connectionAI guest messaging and operations for WhatsApp
WhatsApp is the messaging app many guests, owners, and vendors already use. Trellis manages your WhatsApp conversations so AI agents can answer guests, update owners, and coordinate vendors in the channel they prefer, with a human in the loop when it matters.
- Guest messages · two-way
- New messages · instant
- Attachments · 15 MB
WhatsApp guest
Our flight lands at 10am. Any chance of an early check-in at Palm House?
2 nights · arriving Friday
WhatsAppNew message · 11:02
Trellischecks arrival, occupancy, cleaner ETA
Reply via WhatsAppDraft → approvedYes. Palm House is clean by 11, so come at 11:30 and the keys will be in the lockbox. The code follows at 11.
Replies and photos go out on WhatsApp from your own number
What moves between WhatsApp and Trellis
Which way each thing goes, and how quickly. Trellis connects to WhatsApp directly, either by linking a phone the way WhatsApp Web does or through a WhatsApp Business account.
- Two-way
Guest, owner, and vendor messages
Instant in both directions
- Two-way
Photos, files, and voice notes
Instant. Voice notes are transcribed. Files up to 15 MB on a linked phone
- Two-way
Group chats
Instant, with the sender named on each message
- Inbound
Delivery and read status
As WhatsApp reports it: sent, delivered, read
- Inbound
Message history
Copied over when you connect
What agents do with the WhatsApp connection
Every reply starts as a draft your team approves. Autopilot is earned one channel at a time.
- 001
Answer on the channels that reach the guest
Answer guests on WhatsApp with the reservation attached, in draft mode until the channel earns autopilot.
- 002
Turn group-chat talk into tasks
Read cleaner and vendor group chats, turn what is said there into tasks, and report back in the group.
- 003
Reach the guest where they already are
Prefer WhatsApp when a guest has it, and fall back to the booking channel when they do not.
Known limits
What to expect from the WhatsApp connection today, so the demo starts from the real picture.
A linked phone can drop its connection. Trellis shows the account as disconnected and you re-link it by scanning a new code. Message history and chat links survive the reconnect.
Files over 15 MB are not sent from a linked phone. Trellis offers to shrink an image or split a PDF instead of failing.
A WhatsApp Business account sends one attachment per message, and template messages cannot carry attachments.
You choose which chats Trellis reads, so personal chats on a linked phone can be left out.
One number cannot serve both the team inbox and an agent. Trellis blocks that setup to avoid double delivery.
“Agents are going to increase hospitality output.”
Property management systems Trellis connects to
Reservations and guest context come from one of these.
Products
What runs on the WhatsApp connection.
FAQ
WhatsApp and Trellis
Does Trellis work with WhatsApp?
Yes. Trellis manages WhatsApp conversations for guests, owners, and vendors so its AI agents can reply in context and escalate when a person is needed.
Can Trellis reply to WhatsApp guests automatically?
Yes. Trellis drafts and can auto-send WhatsApp replies based on your reservation and property context, while routing anything sensitive to your team.
Do guests need anything special?
No. Guests message the way they already do, and Trellis handles the conversation on your side.
Watch agents answer and coordinate on your WhatsApp account.
A 30-minute walkthrough with your own properties and channels on screen.