WhatsApp automation for a B&B is a configured system that answers recurring guest messages with property-specific information and sends uncertain or sensitive requests to a person.
What to automate first
Start with questions whose answer is stable and approved: arrival time, parking, Wi-Fi, breakfast, pet rules and directions. A useful answer includes the property name, the correct rule and the next action. Avoid a generic reply that forces the guest to ask again.
Keep reservation-specific details separate from public information. The agent should use booking context only when the configured connection provides it and the operator has approved that use.
Build a reliable knowledge base
List the ten most common messages from recent guest conversations.
Write one approved answer per property and language.
Identify exceptions, such as an early arrival that depends on cleaning.
Test ambiguous questions and wrong-property scenarios before launch.
For a manager of several homes, one shared answer about check-in is rarely enough. Each listing needs its own address, arrival window, access instructions and escalation contact.
When a person should take over
Escalate complaints, emergencies, payment disputes, accessibility needs and any request for which the available information is uncertain. Preserve the conversation context so staff can respond without making the guest repeat everything. Never invent an access code or promise an exception that the operator has not approved.
What to measure
Review response time, repeat questions, handoff rate and corrected answers each week. Compare a sample of automated conversations with the approved property information. A high automation rate is not useful if guests receive wrong instructions.
Ecco’s public WhatsApp plan starts at €149/month, includes 2,500 AI messages and all properties, with no setup fee; extra AI messages cost €0.07 each. Prices exclude VAT. Confirm the exact channel connection and supported actions during setup.
Explore the WhatsApp Agent, the OTA Agent, and our AI guest messaging for vacation rentals.
