How Channels Work in Brixa

Guests write to your hotel on WhatsApp or Instagram, and every message lands in the same Brixa inbox. This article covers what you need to know to work across channels: why a conversation stays on the channel it started on, and what to expect with voice notes and attachments.

One inbox for every channel

Your hotel can be reached on more than one messaging channel — WhatsApp and Instagram today. Guests message you wherever they prefer, and Brixa brings everything together in a single inbox at app.brixa.ai. You do not need to keep the WhatsApp app or Instagram open to answer guests: reading, replying, and reviewing drafts all happen inside Brixa. See Viewing Conversations for how to work in the inbox day to day.

Conversations keep their channel

A conversation belongs to the channel it started on. If a guest writes on Instagram, every reply — whether Brixa sends it automatically or you send it yourself — goes back to that guest on Instagram. You cannot switch a conversation from one channel to another mid-thread, because each channel identifies the guest differently: WhatsApp by phone number, Instagram by their Instagram account.

If the same person contacts you on both channels, you will see two separate conversations, one per channel.

Why the channel matters

Each channel has its own rules about what you can send and when. The most important one is the messaging window: after a guest's last message, you have a limited time to reply freely, and outside that time the channel restricts what can go out. WhatsApp allows pre-approved template messages outside its window; Instagram is stricter. These rules affect follow-ups, quote reminders, and any reply sent after a quiet period. Read Messaging Windows and Sending Limits for the details.

Voice notes

Guests often send voice notes instead of typing, especially on WhatsApp. In Brixa, a voice note appears in the conversation together with its text, so you can read what the guest said without playing the audio, and the request is handled like any written message — no one on your team has to listen and retype it.

Photos and other attachments

Guests can also send photos and other media. Attachments appear in the conversation so your team can view them, which is useful when a guest shares a screenshot of a confirmation or a picture of a document. When an attachment carries the key information, open it and review it yourself before responding.

If a message does not arrive or go out

Channel issues occasionally block delivery in either direction. If a guest says they wrote but you see nothing, or a reply fails to send, see Delivery Failures and Template Issues.