Channels and Messaging

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.

Brixa Assistant lets guests start a conversation with your hotel from your website. This article explains where staff set it up and what to prepare before adding it to a live page.

Use the Brixa Concierge page to enable Brixa Assistant for a hotel, list the websites where it can appear, and tailor its appearance and welcome screen for guests.

Add the Brixa Assistant snippet to your hotel website after you have enabled and saved Brixa Concierge. This article covers safe placement, a production example, and what to do after a widget key changes.

WhatsApp and Instagram only allow hotels to reply freely for a limited time after the guest's last message. This article explains those windows in practical terms, what template messages are, and why answering promptly keeps your options open.

Sometimes a message to a guest cannot be delivered — the window closed, a template was rejected, the guest is unreachable, or the channel itself is having problems. This article shows what a failed delivery looks like in your inbox and what your team should do next.