AI replies
Can AI draft replies to hotel guests on WhatsApp?
Suggested replies, drafts from a few words and summaries of long guest chats, with a person deciding what goes out.
Start Free TrialLast checked 2026-10-23
Yes, Spun suggests ready-to-send replies in guest chats and can draft or rewrite an answer from a few words. A receptionist reads the suggestion and presses send, so nothing goes out without a person, and a long chat can be summarised before anyone replies. If you want automatic answers out of hours, you can switch on the AI chatbot, which marks every reply it sends. Spun runs on a flat monthly plan with team members free and a free trial, on your hotel's own WhatsApp number, with no Business API approval and no new number. The AI answers from the conversation, your instructions and your knowledge base. Where those are silent it can be wrong, so keep the handover to a person switched on and check prices, dates and room details before they go.
What gets in the way
The same five questions all day
Breakfast times, parking, late check-out and the Wi-Fi password are typed again and again.
Long chats before a reply
Twenty messages about a group booking, and the next shift scrolls through all of them.
Messages after the desk closes
Guests write at night and wait until morning for a ten-second answer.
How your team works it
Use the suggested replies
Open a guest chat. Suggestions appear above the message box; click one to insert it and edit it, or Shift+click to send it as it is.
Draft from a few words
Click the AI icon in the message box and choose Compose new, Rewrite or Translate. "What the AI sees" shows a preview of what it reads, with personal data removed.
Summarise a long chat
In the chat header, click the AI icon and choose "Summarize conversation". Ask a specific question if you need one, such as "Which dates did they agree to?"
Give the AI your answers
Open Spun Tools → Automate → AI Chatbot → Knowledge Base, and upload your FAQs and house rules or import them with "From Website".
Answer out of hours, if you want to
In AI Chatbot, switch on Enable AI Chatbot, choose "outside business hours only", write the instructions and add the handoff keywords that pass a chat to a person.
Set how much the AI sees
Open Settings → AI → Safety & Privacy and choose Maximum, Balanced or Full AI for personal data redaction.
What Spun gives you
Smart replies
Ready-to-send suggestions above the message box in guest chats. In groups they appear only when you click "Suggest replies".
AI Compose
Compose a new answer, rewrite yours or translate it. It reads the last few messages, and adding your knowledge base is a switch you turn on.
Chat summaries
A summary of a long guest chat, in the language you choose, with tasks it can suggest. Voice notes it could not read are named.
AI chatbot out of hours
Answers always, in business hours or outside them, and hands over to a person on the words you choose. Every reply is marked "Sent by AI chatbot". On paid plans.
Learn moreYour knowledge base
House rules, FAQs and documents, uploaded or imported from your website, that the chatbot and Weave use in their answers. On paid plans.
Learn morePersonal data kept from the AI
PII redaction removes ID numbers, phone numbers and addresses from what Spun's AI processes, at the level you choose.
A Friday at a 30-room city hotel
- 07:15Overnight, the AI chatbot answered two questions about breakfast. Both chats show "Sent by AI chatbot", and one guest asked for a person, so it waits for the morning shift.
- 08:00The receptionist opens that chat, reads what the chatbot told the guest and answers the question about the airport transfer.
- 10:30A guest asks about late check-out. The receptionist clicks a smart reply, adds the time and sends it.
- 13:00A group organiser has sent 25 messages about a wedding block. The manager clicks "Summarize conversation" and reads the dates and open questions before calling back.
- 16:45The receptionist writes "parking full, use the car park on the corner" and has AI Compose rewrite it politely in Spanish, then checks and sends it.
What Spun does not do
- The AI can be wrong where your instructions and documents are silent. Keep the handover to a person switched on, and check prices, dates and room details.
- Smart replies and drafts are sent by a person. Only the AI chatbot sends on its own, and only when you switch it on.
- The AI chatbot and the knowledge base are on paid plans.
- It does not take bookings, change reservations or read your PMS; it answers in the WhatsApp chat.
Frequently asked questions
Can AI draft replies to hotel guests on WhatsApp?
Yes, Spun suggests ready-to-send replies in guest chats and can draft or rewrite an answer from a few words. A receptionist reads the suggestion and presses send, so nothing goes out without a person. If you want automatic answers out of hours, you can switch on the AI chatbot, which marks every reply it sends.
What happens when guests message at night?
You choose: someone on the night shift answers from the same inbox, or an auto-reply or AI chatbot answers outside business hours and hands over to a person when the guest asks.
Can the AI answer from our house rules and FAQs?
Yes, add your FAQs, house rules and documents to the knowledge base, or import them from your website, and the AI chatbot and Weave use them in their answers. The AI can still be wrong where your documents are silent, so keep the handover to a person switched on.
Can the AI reply in the guest's language automatically?
Smart replies and drafts can be written in the guest's language, and you see a preview before sending. An AI chatbot, if you switch it on, can answer in the guest's language and marks every reply it sends.
Does the AI see guests' personal data?
Only what you allow: PII redaction removes personal data such as ID numbers, phone numbers and addresses from Spun's AI features at the level you choose, and summaries and drafts show a redacted preview.
Does a hotel need the WhatsApp Business API?
No, most small and mid-sized hotels do not. The Business API needs approval, pre-approved message templates and per-message fees. Spun works on the number your guests already have saved.
Try Spun on your own number
Connect the number your guests already use and bring your team in. Team members are free, and the free trial needs no Business API.
Start Free Trial