Every search, check-in and stay leaves a signal. Act on it before the trip is over.
The same route searched three times and never booked. A flight tomorrow and no check-in yet. A tier that lapses in thirty days, one stay short. Most airlines, hotel groups and booking platforms record all of these. Here each one starts a journey on the guest's own channel, asks your reservation or loyalty system first, and stops the moment they book, check in or renew.
The moments that matter.
Each one is a moment the platform can act on. Here is what it does.
- 01Session rule
The same route searched three times this week, never booked.
A session rule sends the fare your system quotes now, with a tap to book on the guest's saved details.
- 02Wait, then ask your system
A flight tomorrow morning and check-in not done.
Check-in opening sends a push into the app; six hours on, your system says still not checked in, and one WhatsApp carries the link.
- 03Your PMS decides
A room booked, and a better one free that night.
Your property system confirms the room is free and the guest is not already upgraded, and one WhatsApp offers it with a tap.
- 04Options as buttons
A delay that has just passed two hours.
The options arrive as buttons: the next flight, a refund, a hotel. The choice goes to your system to rebook, and no reply becomes a call.
- 05Reply parsed
A stay that ended this morning.
One rating by reply. A low score is a task for the property in your system the same morning; a high one gets a thank-you and a link.
- 06Your loyalty system
A tier that lapses in thirty days, one stay short.
Your loyalty system confirms the gap, one message says what keeps the status, and the journey stops when the stay is booked.
- 07Story if read
A guest with no stay in a year.
RFM on stay recency, frequency and spend moves them to Lost. One Story on what has changed, an offer if they read it, silence if not.
- 08Session rule
The seat map opened, an exit row looked at, no seat bought.
A session rule asks your system whether the seat is still free, then sends one message with the price and a tap to take it.
- 09Push · Inbox
A gate change while the guest is in the security queue.
Push and Inbox over our own network, read state back, and SMS for anyone who has not read it in ten minutes.
Signals from four places, one guest record.
Your reservation, property and loyalty systems send the booking, the check-in, the delay, the checkout and the tier status by API. The app and the site send what guests search for, and the session itself. The confirmations you already send become events. Every reply, read, tap and rating comes back to the same record.
Your confirmations are already behaviour data.
Every confirmation, check-in reminder and boarding pass you send carries fields. A template declares which of them count, and each send writes one event: the booking with its route, date and fare class, the check-in with its flight. No SDK and no app release. Your guests' history starts from the traffic you already send.
Catch the guest who is leaving quietly.
Nobody resigns from a loyalty programme. The stays get further apart, the searches move to another site, the tier lapses unnoticed. RFM on stay recency, frequency and spend, with windows you set, keeps At Risk and Lost current, and entering either one starts a journey. One message, on their channel, then silence.
Offer the upgrade the night it is free.
A confirmed booking with arrival tomorrow starts the journey. It asks your property system whether a better room is free that night and whether the guest is already upgraded, and only then sends one WhatsApp with Upgrade or Keep my room. A tap books it in your system. Empty rooms sold, no call from the desk, no offer to a guest who already has the room.
Sell the bag, the lounge and the late checkout on the booking, not the calendar.
A long-haul booking with no bag added is a bag. A layover longer than three hours is lounge access. A departure after six in the evening is a late checkout. Each signal asks your system what is free and what the guest already holds, then sends one offer on the channel they answer. If they do not tap, the journey ends. Nobody gets the same offer twice.
Turn a search into a booking.
The same route searched three times this week, the dates entered and the fares left on the screen. A session rule sends the fare your system quotes now, with a tap to book on the guest's saved details. Consent is checked first, and the journey stops when the booking lands.
See where the app and the site lose guests.
The SDK and the tracker capture what guests do. Funnels show where the search, the booking and online check-in stop. A session rule turns what did not happen into a trigger: dates entered and no booking, check-in opened and never completed. Ask why in plain words and get the answer in the same meeting.
Sell the stay with Stories you can measure.
A text says one thing and reports one delivery. A Story in your app, on your domain or inside an email walks the guest through check-in from the phone, the room that is free tonight and where breakfast is served, page by page, and reports views, completion, the drop between pages, poll answers and form submissions. Arrival day, a property guide, an upgrade offer: built in the builder, withdrawn in one action, no release.
Keep the tier before it lapses.
Your loyalty system knows the day a tier ends and how far short the guest is. Thirty days out, the journey asks it for the gap and sends one message that says what keeps the status, with a tap to book. It checks again before the date, reminds once, and writes the outcome back. A renewal, or a lapse you can see coming.
When plans change, offer a choice, not a queue.
A delay past the threshold you set sends the options as buttons: the next flight, a refund, a hotel for the night. The guest's choice goes to your system to rebook, and the confirmation follows on the same thread. No reply, and the journey calls. Disruption messages carry their own channel order, WhatsApp first, SMS second, voice third, and the order takes effect the moment you save it.
Day-of messages over your own network.
Gate changes, room-ready notices and boarding passes travel by push and the Inbox over our own connection, with read state back. The device maker's network carries only a content-free wake-up. Each message is encrypted to a key held on the guest's device. Device-targeted, not end-to-end, and the platform says so.
Hear about the stay before the review site does.
Checkout asks for a rating by reply. A low score becomes a task for the property in your system the same morning; a high one gets a thank-you and a link. Every message keeps one record: sent, delivered, replied, written back.
Send at the guest's own hour, and not when they are tired of you.
Each guest's record holds the hour they read, the channel they answer and how much they have heard from you this month. A campaign lands at 10:15 wherever each guest is, chosen against the real timezone spread. A guest who is over-messaged waits, and a journey that already sent this month sends nothing.
A journey you could ship in the pilot.
Arrival tomorrow (your PMS) → better room free? your PMS → WhatsApp: Upgrade / Keep my room → tap: your PMS books it → confirmation → no tap: silence.
Playbooks you can configure.
Ten journeys an airline, hotel group or booking platform can configure, from the upgrade on a free room to the tier kept before it lapses, each drawn as it runs in the builder.
- 01Offer the upgrade the night it is free.
- 02Turn three searches into one booking.
- 03Sell the bag on the booking, not the calendar.
- 04Get the guest checked in before they reach the airport.
- 05Give a disrupted guest the options, not a queue.
- 06Keep the tier before it lapses.
- 07Catch the guest whose stays are getting further apart.
- 08Bring back the guest with no stay in a year.
- 09Hear about a bad stay before the review site does.
- 10Say the gate or the room is ready, privately.
These are configurations you build in the pilot, not documented deployments.