Reference · built on requestOperator by FibricHospitality & guests

Guest Requests

Turns guest text and WhatsApp messages into tasks with a department, an owner, and a due time, proposed for the desk to confirm.

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About

Guests ask for towels, a late checkout, a crib, or a fix to the air conditioning by text message. Each request has to reach the right department with a time attached, and the person at the desk is doing that by hand between check-ins. Guest Requests reads inbound messages on your SMS and WhatsApp numbers and the message threads in your property management system, and finds the in-house reservation behind the sender's phone number.

For each request it proposes a task: the department, the owner on shift, the due time under your service standard, and the room. The desk confirms it. Engineering requests can be proposed as work orders in your maintenance system instead.

This is a reference listing. It documents what Fibric would read from Guest Requests and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Inbound SMS to your numbers, delivered by Twilio's messaging webhook with the sender, the body, and any media
  • Inbound WhatsApp messages through the Cloud API messages webhook, and the 24 hour customer service window each one opens
  • Message threads and messages in Mews through messages/getAll, and the MessageAdded webhook event
  • In-house reservations and the guest's phone number and room, from the property management system
  • Open tasks by department and deadline through tasks/getAll in Mews, so a duplicate request is joined to the existing task
  • Work orders and their status in MaintainX or UpKeep, for requests already with engineering

Proposed actions

  • Target capability: propose a task in Mews with Name, Description, DeadlineUtc, DepartmentId, and the reservation it belongs to, for the desk to confirm
  • Target capability: propose a work order in MaintainX or UpKeep for an engineering request, with the room and the guest's words
  • Target capability: propose a reply to the guest inside the messaging window, confirming what was logged and when to expect it
  • Target capability: propose joining a repeat message to the open task instead of opening a second one
  • Target capability: propose closing the task when the department marks the work done, and a follow-up message to the guest

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Route a towel request in minutes

    A guest texts for extra towels. Twilio delivers the message, Cloudbeds resolves the number to a room, and the operator proposes a housekeeping task with a due time. The desk confirms it with a tap.

    With Twilio, Cloudbeds

  • Send the leak to engineering

    A WhatsApp message describes water under the sink. The operator proposes a MaintainX work order with the room and the guest's description, and a reply telling the guest a technician is on the way once the desk approves.

    With WhatsApp Business Platform, MaintainX

  • Keep a single task per request

    A guest writes again about the same crib. The operator reads the open Mews task and proposes attaching the new message to it, so housekeeping sees the request once.

    With Mews

Requirements

  • A messaging connector with inbound webhooks: a Twilio number or a WhatsApp Business Platform phone number
  • A property management system connector that resolves a phone number to an in-house reservation and room
  • A task system the operator can propose into: Mews tasks, or a maintenance connector such as MaintainX or UpKeep for engineering work
  • A department list with the service time you expect for each request type, entered by you
Authentication
Guest Requests uses the credentials of the connectors you connect: your Twilio account, your WhatsApp Business system user token, and your property management and maintenance connectors. It holds none of its own.

Limits

  • It reads text. A voice call to the desk is not a request it can see.
  • A phone number that matches no in-house reservation is shown to the desk without a room, for a person to place.
  • WhatsApp replies outside the 24 hour window need an approved template. The operator proposes a template message or nothing.
  • It assigns an owner from the shift list you give it. It does not read your scheduling system.

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Guest Requests ↗

Questions and answers

What does the desk confirm?
Each proposed task: its department, owner, due time, and room, with the guest's message quoted beside it. The desk can change any field before confirming. Replies to the guest are proposals too, shown with the exact text that would be sent.
What record is kept for each request?
A receipt: the inbound message, the reservation it was matched to, the task or work order created, who confirmed it, the reply sent, and when the task closed. Editing a proposal is recorded as well, so you can see what the operator got wrong.
Does it ever message a guest without approval?
No. It proposes replies and a person sends them. It never creates a task, opens a work order, or writes to a guest on its own. Where a message matches no reservation, it proposes nothing until a person places it.
Ask about Guest Requests

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy