Connect guest messages to the work they create
Answer guests and coordinate the next step: notify maintenance, check a booking change, or update your PMS through connected tools.
Book a demoWorks across Airbnb · VRBO · Booking.com · Expedia
The Operational Gap
When a reply is only the first step
Messages Get Delivered, But Actions Still Wait for Humans
A guest texts about a broken AC unit. Your messaging platform routes it to the right team instantly. But someone still has to read it, open the maintenance system, create a work order, assign a technician, and follow up with the guest. The message was automated. The resolution wasn't. That gap is where guest satisfaction drops and operational costs pile up.
Fragmented Tools Create Coordination Overhead
One tool handles guest messaging. Another manages internal coordination. A third tracks upsells. A fourth generates reports. Each solves a piece of the problem and creates a new relay layer between them. Your team spends more time coordinating systems than serving guests.
Static Automation Rules Break Under Real Complexity
Most platforms rely on pre-built templates and decision trees. They work for simple FAQs but break down when a guest requests early check-in at a property still being cleaned, or asks for a crib currently assigned to another unit. Conduit's agent checks real-time PMS availability, coordinates with ops in Slack, and confirms the outcome without escalation.
Hotel Tools Don't Fit STR Operations, and Vice Versa
Hotel-focused platforms integrate with Opera and Mews but lack the OTA messaging depth STR operators need. STR tools connect to Guesty and Hostaway but miss front-desk workflows. If your portfolio includes both, you're forced to choose one model or manage two separate systems. Conduit serves both on the same infrastructure.
How Conduit Resolves
Turn guest requests into actions
- 1
Maintenance Requests: Dispatch, Track, and Confirm Without Relay
A guest reports a broken lock via WhatsApp at 9 PM. The agent logs the issue, checks maintenance availability, dispatches the technician in Slack with unit number and issue details, and confirms the ETA back to the guest. When the repair is complete, the agent updates the PMS, closes the ticket, and follows up to confirm satisfaction. No staff member touched the thread.
- 2
Reservation Modifications: Check Availability and Update the PMS in Real Time
A guest asks to extend their stay by two nights. The agent checks real-time availability in your PMS, confirms the rate, processes the modification, and sends the updated confirmation. If the unit isn't available, the agent offers alternative dates or nearby properties from your portfolio. The entire interaction resolves in under two minutes.
- 3
Upsells and Ancillary Revenue: Offer, Confirm, and Fulfill Automatically
During pre-arrival communication, the agent identifies an early check-in upsell opportunity based on arrival time and current occupancy. It offers the upgrade, processes payment, and updates the PMS with the new check-in time. BlueGems automated 65% of their messages and shifted their team's focus from routine requests to revenue-generating activities.
- 4
Internal Ops Coordination: Guest Communication and Team Dispatch in One System
When a guest requests extra towels, the agent messages your housekeeping team in Slack with the unit number, confirms the delivery time, and updates the guest without requiring a staff member to relay information between systems. Guest-facing communication and internal ops coordination happen in the same workflow.
- 5
Voice Calls: Human-Like Agents Answer Every Call, 24/7
Most guest communication platforms are text-first. Conduit includes voice agents that answer calls, qualify intent, and handle requests around the clock. A guest calls at midnight asking about parking. The voice agent provides directions, confirms the parking code, and logs the interaction. Your team wakes up to a resolved thread, not a missed call.
Native Integrations
Connect the systems each property uses
Hotel Operators: Mews, Cloudbeds, and Front-Desk Workflows
Conduit integrates natively with hotel PMS systems like Mews and Cloudbeds. The agent handles pre-arrival communication, check-in coordination, in-stay requests, and post-stay follow-ups with full visibility into reservation data, room status, and guest history. The Lauderdale Hotel used Conduit to cut response times, reduce staffing costs, and unlock over $500,000 in asset value.
STR Operators: Guesty, Hostaway, and OTA Messaging Threads
For STR operators, Conduit connects to Guesty, Hostaway, and OTA messaging threads on Airbnb, VRBO, and Booking.com. Haven Vacation Rentals automated 90% of conversations and earned Airbnb Guest Favorite status across its portfolio. HomeHop tripled their portfolio from 40 to 108 properties without adding a single support hire.
Mixed Portfolios: One Agent, One Workflow, All Property Types
If you operate both hotels and STRs, Conduit eliminates the need for separate tools. The same agent infrastructure handles both property types with the same agent review process, the same performance reporting, and the same operational depth. Your team manages one system, not two.
Integrations That Go Beyond the PMS
Conduit connects to your entire tech stack: payment processors, maintenance systems, revenue management tools, and internal communication platforms like Slack. The agent doesn't just read data. It takes action across every system you already use. No need to replace your existing tools.
agent review process
Review responses and improve your agents
Agents Learn From Every Conversation
When a guest asks a question the agent hasn't seen before, it escalates with full context. Once your team resolves it, the agent incorporates that resolution. Over time, the agent handles more edge cases, escalates less frequently, and delivers faster responses. Your automation rate improves without additional configuration.
Skills: Codify Procedures Once, Run Them Everywhere
Define the steps for a check-in question, maintenance request, or upgrade offer. Agents follow those procedures using the tools you connect and handoff rules you set.
Observability: Inspect Every Decision the Agent Makes
Review the tools an agent used, the actions it took, and the reasons for a handoff. Use that record to check responses and refine your instructions.
Escalations With Full Context
When the AI can't resolve a request, it escalates to your team with the full conversation history, relevant PMS data, and suggested next steps. Your team picks up exactly where the agent left off without asking the guest to repeat information.
Performance Reporting That Proves It's Working
Track automation rate, response time, resolution quality, escalations, and guest satisfaction. Use the results to identify requests that need better information or a different handoff rule.
Real Operators, Measurable Results
Real Operators, Measurable Results, Documented Growth
“Haven automated 90% of guest conversations. The result: Airbnb Guest Favorite status across their portfolio, and their team shifted focus from routine requests to revenue-generating activities.”
“HomeHop scaled from 40 to 108 properties while automating 70% of guest messaging across SMS, email, and voice. They didn't add a single support hire during that growth period.”
“Cash Flow Street hit 96% automation with response times calibrated to feel human (around one minute). The automation rate started at 80% at launch and improved to 96% as the agent learned from more interactions.”
“BlueGems automated 65% of guest communication and saved the equivalent of $6,000 to $8,000 per month in labor costs. Their CFO confirmed the financial impact within the first quarter.”
“The Lauderdale Hotel used Conduit to cut costs, speed up response times, and improve operational efficiency. The result: over $500,000 in unlocked asset value through higher NOI and improved guest satisfaction scores.”
SECURITY/ ENTERPRISE-GRADE
SOC 2 Type II, HIPAA, and Enterprise-Grade Controls
Conduit meets SOC 2 Type II standards and supports HIPAA-regulated workflows. End-to-end encryption, role-based access, audit logs, and secure model orchestration across all AI agents. Policy compliance is enforced at the agent level, consistently across every conversation.
SOC 2 Type II
Ensures secure handling of customer data that flows through agents built on Conduit.
Enterprise Security Controls
End-to-end encryption, role-based access, PII protection, and audit logs across the platform.
HIPAA-ready
Supports HIPAA workflows with safeguards protecting sensitive data.
Getting Started
Set up and test your workflows
- 1
Week 1: Connect Your Systems and Define Your Workflows
Connect Conduit to your PMS, OTA messaging threads, and internal communication tools. Define the workflows you want the agent to handle: check-in coordination, maintenance dispatch, upsell sequences. Conduit's team guides you through setup, and most operators complete this phase in three to five days.
- 2
Week 2: Train the Agent on Your Policies and Knowledge Base
Upload your property information, guest policies, and operational procedures. The agent learns your brand voice, service standards, and escalation protocols. You can integrate external knowledge sources and maintain a regular sync schedule.
- 3
Week 3: Test and Refine With Stress Test Scenarios
Before going live, run stress test scenarios to simulate real guest conversations. See how the agent handles edge cases, escalations, and multi-step workflows. If something doesn't work as expected, refine it before production.
- 4
Week 4: Go Live and Track Performance in Real Time
The agent is live and handling real guest conversations. Track automation rate, response time, resolution quality, and escalation frequency in real time. Renjoy hit 40% automation in the first month. Cash Flow Street started at 80% automation and improved to 96% as the agent learned.
[01] FAQ/ KNOW BEFORE YOU GO
Common Questions About Guest Communication Platforms and Conduit
Who Conduit is for, what it does, and how to get started.
A guest communication platform brings messages and calls into one workspace. Conduit connects those conversations to your PMS and operational tools so agents can act on requests and involve your team when needed.
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