Your AI receptionist at a glance

Dashboard

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Volume

Conversations {{ kConvDelta }}

{{ kConv }}

New Leads {{ kLeadsDelta }}

{{ kLeads }}

Successful Conversations 14%

98%

Resolved without human handoff

Average CSAT 6%

4.92 / 5

Across all rated tickets

Conversations Over Time

{{ rangeLabel }}

{{ kConvDelta }}

{{ t }}

{{ x }}

Leads Over Time

{{ rangeLabel }}

{{ kLeadsDelta }}

{{ t }}

{{ x }}

Platform Distribution

Instagram Facebook WhatsApp

Responsiveness

Avg AI Latency

{{ kLatency }}

Avg First Response Time

{{ kFirstResp }}

{{ kFirstRespNote }}

Avg Response Time

{{ kAvgResp }}

{{ kAvgRespNote }}

Team Leaderboard Top 5 by Score · weighted performance index

NAME AVG RESPONSE TIME LEADS ASSIGNED LEADS SELF ASSIGNED LEADS CLOSED CSAT SCORE

{{ r.rank }}

{{ r.name }}

{{ r.role }}

{{ r.resp }} {{ r.assigned }} {{ r.selfAssigned }} {{ r.closed }} {{ r.csat }} {{ r.score }}

Analytics

Conversion funnel· 30 days

{{ f.stage }} {{ f.value }}

15% of inquiries close as paid bookings — measured end-to-end in chat.

Intent breakdown· 30 days

{{ i.name }}

{{ i.pct }}

First human response trend· 7 days

{{ t }}

{{ x }}

First human reply keeps improving as AI pre-qualifies every lead.

Team performance · 30 days

Reservations Calendar {{ calTitle }}

Rooms Spa Events Dining Cabanas

{{ w }}

{{ d.n }}

{{ e.guest }} {{ e.sub }}

Customer Satisfaction

CSAT Summary

Share of satisfied responses and the full rating distribution — reflects the filters below.

Export

{{ csatPct }}

Overall CSAT

{{ csatTotalLabel }}

{{ lv.label }}

{{ lv.count }} {{ lv.pct }}

Detailed CSAT Overview

Every rated ticket. Search and filters update the summary above, this table, and the export together.

Export

{{ a }} {{ o.l }}

Library

Categories

{{ libCategories }}

Content categories

Content Items

{{ libItems }}

Active content items

Knowledge Base

{{ libKb }}

Knowledge base entries

Channels

f Facebook

Instagram

WhatsApp

Content {{ catName }}

{{ catName }}

{{ catTypeLabel }} AI aware

Import Export

{{ k.label }}

{{ k.value }} {{ k.sub }}

Listing {{ tabListing.count }} Inquiries {{ tabInquiries.count }} Reservations {{ tabReservations.count }}

{{ helperText }}

Inventory items · schema-driven. Toggle hides an item from the AI and from bookings while keeping the row.

Add Listing

{{ p.label }}

{{ o.l }} {{ o.l }}

Today's check-ins & check-outs

Reservations

Confirmed reservations — included in this category's Export workbook.

{{ o.l }} {{ o.l }}

{{ catName }} · Listing detail

{{ ldName }}

Enabled

Save

Schema fields

{{ f.label }}

{{ ch.t }}

Add field

Field name

Type {{ o.l }}

Add Cancel

Custom fields appear on every listing of this entity. Default fields can't be removed.

Attachments

{{ a.name }} EMBEDDED Download

No documents attached yet.

Attach PDF / docx for embedding

Team · Users

{{ userDetailTitle }}

Remove {{ userSaveLabel }}

Account

Full name

Email address

Role {{ o.l }}

Locations

Tag this user to one or more properties. They’ll only see data for the locations assigned here.

{{ userLocSummary }}

Team · Roles

{{ roleDetailTitle }}

Remove {{ roleSaveLabel }}

Role

Role name

Description

Permissions

Grant this role access per module (View or Manage), plus any special permissions.

{{ rolePermSummary }}

{{ leadCatName }} · Lead detail

{{ leadName }}

{{ leadStLabel }}

Conversation transcript

Held item {{ leadValue }}

{{ leadItem }} via {{ leadChannel }}

Captured lead fields

{{ f.label }} {{ f.value }}

Bank transfer

Payment screenshot

Transfer successful

{{ ssAmount }}

From{{ ssFrom }}

Bank{{ ssBank }}

To{{ ssTo }}

Reference{{ ssRef }}

Date{{ ssDate }}

{{ leadNoScreenshotMsg }}

Place hold Mark payment pending Confirm reservation Reject screenshot Log guest re-upload Reservation confirmed

{{ lr.intent }} · Lead detail {{ lr.platform }}

{{ lr.name }}

{{ lr.priority }} priority {{ lr.status }}

Conversation

Potential revenue

{{ lrRevenue }}

{{ lrStageChip }}

{{ lr.summary }}

Contact

{{ lr.phone }}

Email

{{ lr.email }}

Intent

{{ lr.intent }}

Created

{{ lr.created }}

Payment {{ lrPay.label }}

{{ lrReceiptTitle }}

{{ lrReceipt.amount }}

From{{ lrReceipt.from }}

Bank{{ lrReceipt.bank }}

Reference{{ lrReceipt.ref }}

Date{{ lrReceipt.date }}

Paid in full · {{ lrRevenue }}

Reconciled and confirmed

{{ a.label }}

Recorded details

{{ d.label }} {{ d.value }}

Assignment history

Assign to {{ o.l }} Assign to me

{{ a.to }} Self-assigned

{{ a.by }} · {{ a.date }}

{{ a.note }}

{{ catName }} · Reservation detail

{{ rdGuest }}

Export for PMS

{{ rdItem }}

{{ catName }} reservation

Confirmed

{{ f.label }} {{ f.value }}

Toggle, add, and edit content categories. Disabled categories are hidden from the sidebar and invisible to the AI — their data is retained.

Configure

Add category

{{ helperText }}

Category Type AI aware Hold & transfer Enabled Edit

{{ c.name }}

{{ c.typeLabel }} {{ c.aiLabel }} {{ c.holdLabel }} Edit

Fixed categories are predefined — schemas are read-only. Rooms is locked on with hold & transfer always active. Custom categories let you build your own input and lead schemas.

{{ modalKicker }}

{{ modalTitle }}

Category name

Icon

Allow AI to be aware of it

The agent can reference this category when answering guests.

Allow hold & confirm bank transfer

Enables the hold → payment → confirm flow in Inquiries.

Enabled

Disabled categories are hidden from the sidebar and the AI.

Input schema {{ mcSchemaNote }}

Add field

{{ o.l }}

Lead schema · the AI captures these {{ mcSchemaNote }}

Add field

{{ o.l }}

Cancel {{ mcSaveLabel }}

{{ rmCatLabel }}

{{ rmGuest }}

{{ rmItem }}

{{ row.label }} {{ row.value }}

Close View Lead

{{ kbSub }}

{{ kbTitle }}

Save entry

{{ helperText }}

Entry

Topic

Content

Status · {{ kbfStatus }} {{ kbfStatusHint }}

Metadata

Key / value pairs. Repeat a key to store multiple values — they're kept comma-separated. Commas aren't allowed inside a single value.

Key

Value

{{ m.key }}

No metadata yet.

{{ kbMetaErr }}

Attachments

{{ a.name }} EMBEDDED Download

No documents attached yet.

Attach PDF / docx for embedding

Rooma extracted these policies from {{ kbExFile }}. Review and edit the text, remove anything you don't need, then confirm to add them.

{{ p.idx }}

{{ m.key }}: {{ m.value }}

All extracted policies removed. Go back to upload a different document.

Cancel {{ kbExConfirmLabel }}

View and manage incoming leads

Leads

{{ helperText }}

{{ f.label }} {{ o.l }}

Clear

List Pipeline

{{ col.stage }} {{ col.count }}

{{ col.sum }} potential

{{ c.name }} {{ c.priority }}

{{ c.intent }}

{{ c.platform }} {{ c.value }}

Interact with the agent directly to test reasoning and retrieval

AI Receptionist Test

{{ helperText }}

AI Receptionist Test

Test the agent's capabilities in real-time. Ask about room availability, amenities, or specific policies.

{{ m.text }}

AI RECEPTIONIST

{{ m.text }}

TEST PLATFORM

{{ p.name }}

SESSION INFO

Platform

{{ chatPlatformName }}

Session ID

{{ chatSessionId }}

Model

gpt-4o-mini

API Endpoint

https://agent.movenpick-crm.com

CONSOLE LOG

Agent reasoning steps and tool calls will appear here.

{{ l.t }} {{ l.line }}

Every guest conversation with the AI receptionist, in one place

Unibox

{{ helperText }}

UNIBOX

All PlatformsWhatsAppFacebookInstagram

{{ c.name }} {{ c.chip }}

{{ c.preview }}

{{ c.time }} {{ c.msgs }}

No conversations match.

Select a conversation to view the thread.

Every listing · payment links, bank transfers and in-chat reconciliation

Payments

{{ helperText }}

{{ st.value }}

{{ st.label }}

Bank transfers awaiting verification Guest uploads a receipt in chat → the team verifies and the booking confirms

{{ p.id }}

{{ p.guest }}

{{ p.listing }}

{{ p.booking }} {{ p.amount }} {{ p.received }}

Go to Lead Detail Review & verify

Nothing awaiting verification — all transfers are confirmed.

Verified · bank details captured

Post-checkout prompts and reputation routing

Reviews

{{ helperText }}

Export CSV · outreach list{{ btnStarReviewsExport }}

{{ st.value }}

{{ st.label }}

HOW THE FLOW RUNS

Guest checks out

any channel

Binary prompt · 8:00 PM

peak open window

Wonderful→ routed to the public Google review profile

Could be better→ intercepted privately · team outreach — never published

Checked-out guests · last 7 days

The CSV export contains every checked-out guest with consent status — ready for outreach campaigns.

{{ mktHeaderSubtitle }}

{{ mktHeaderTitle }}

{{ helperText }}

Overview · last 30 days, all channels

{{ ms.label }} {{ ms.delta }}

{{ ms.value }}

Send funnel · across all channels

{{ f.stage }} {{ f.value }}

Channel breakdown · SMS, Email, WhatsApp, Web Push

{{ ch.name }}

{{ mktSelName }} · sent over time

Last 30 days

{{ t }}

{{ x }}

{{ ss.v }}

{{ ss.k }}

Segments · reusable across Campaigns and Journeys

New segment

Every segment is reusable — pick it as the audience for a campaign or an automated journey. Click a row for details.

Back to segments

{{ segDetName }}

{{ segDetKind }} Reusable

{{ segDetSize }}

guests in segment

DEFINITION

{{ segDetDesc }}

USED IN

{{ u.label }} {{ u.type }}

Not yet used in a campaign or journey — it is ready to reuse whenever you need it.

Edit segment Delete

Journeys · automated, multi-step guest flows

Create Journey

START FROM A TEMPLATE

{{ t.name }}

{{ t.desc }}

{{ t.stepCount }} steps

Use template

{{ queueCount }}

Queued tonight

Sends at 8:00 PM — measured peak open window

{{ queueBreakdown }}

Quiet hours and consent respected automatically

Click a journey to see performance, edit its trigger, segment, exit rules, scheduling, and the step builder.

Back to journeys

{{ jrnDetName }}

Entry trigger · {{ jrnDetTrigger }}

{{ jrnDetStatus }}

{{ st.v }}

{{ st.k }}

ENTRY TRIGGER

When a guest enters this journey.

{{ t }}

SEGMENT

Reusable audience from Segments.

{{ o.name }}

Reusable {{ jrnSegSize }} guests

EXIT CRITERIA

Guests leave when any enabled rule is met.

{{ c.label }}

SCHEDULING

Delivery timing and frequency.

Preferred send time

Respect quiet hours

Hold sends 10 PM – 8 AM

Timezone {{ t }}

Frequency cap {{ f }}

Builder

Multi-step, multi-channel actions with wait steps in between.

No steps yet — add your first message below.

{{ st.stepNo }}

{{ st.channel }} {{ st.title }}

{{ st.message }}

{{ b.t }}

Wait minutes hours days before the next step

Add step: {{ ac.name }} Delay

Campaigns · one-off and scheduled sends built on reusable Segments

Create Campaign

{{ m.v }}

{{ m.k }}

Click a campaign to open its performance dashboard and channel reporting.

Cancel and return to campaigns

{{ p.n }} {{ p.label }}

Select a channel

Where this campaign will be delivered.

{{ c.name }}

Campaign type

How and when this campaign sends.

{{ t.name }} {{ t.desc }}

Configure the campaign

CAMPAIGN CONTENT

Campaign name

Message

TARGET SEGMENT

{{ o.name }}

Reusable audiences are managed in Segments.

SCHEDULING

Entry trigger

{{ t }}

Frequency

{{ f }}

Send time

Send date

Send time

Review before publishing

Confirm the details below, then publish.

{{ cmpWizName }}

Channel{{ cmpWizChannel }}

Type{{ cmpWizType }}

Target segment{{ cmpWizSegName }}

Scheduling{{ cmpWizReviewSched }}

MESSAGE

{{ cmpWizMessage }}

Back

{{ cmpWizNextLabel }} Publish campaign{{ btnStarCampaignPublish }}

Back to campaigns

{{ cmpDetName }}

{{ cmpDetChannel }} · {{ cmpDetType }} · {{ cmpDetStatus }} · {{ cmpDetSchedule }}

Segment {{ cmpDetSegName }}

{{ k.v }}

{{ k.k }}

Delivery funnel

{{ f.stage }} {{ f.value }}

Delivery over time

{{ t }}

{{ x }}

Channel reporting · all campaigns

CHANNEL CAMPAIGNS SENT CLICK RATE CONVERTED REVENUE

{{ r.channel }} {{ r.count }} {{ r.sent }} {{ r.clickRate }} {{ r.converted }} {{ r.revenue }}

RESULTS

{{ cmpResultsText }}

MESSAGE

{{ cmpDetMessage }}

Customers

Import CSV

{{ k.label }}

{{ k.value }} {{ k.sub }}

CSV columns recognized: Name, Email, Phone, Past purchases (any order, header row required).

{{ segModalTitle }}

Segment name

Type

Behavioral Lifecycle

Definition

Reusable

Available to pick from Campaigns and Journeys

Cancel Save segment{{ btnStarSegmentSave }}

{{ jbStepTitle }}

Channel

{{ c.name }}

Step title

Message

Quick-reply buttons · one per line, optional

Cancel Save step

Create Journey

Journey name

Start from

{{ o.name }} {{ o.desc }}

Cancel Create journey{{ btnStarJourneyCreate }}

Group, wedding and corporate inquiries captured by the AI

Events · MICE

{{ helperText }}

Detected inquiries Any conversation mentioning halls, group blocks or weddings is flagged within seconds

{{ mice.org }} {{ mice.status }}

{{ mice.type }} · {{ mice.date }} · {{ mice.pax }} guests · {{ mice.id }}

{{ mice.value }}

Estimated value

{{ mice.owner }}

Owner

BRIEF · CAPTURED BY AI IN CHAT

{{ b.k }}{{ b.v }}

Contact preserved in the original channel — replies route to {{ mice.owner }}, not the AI.

View Lead

{{ logSubtitle }}

Logs

{{ helperText }}

Audit logs Channel logs

Home Settings Team

Team analytics, members, roles, and permissions

Team

{{ helperText }}

Overview Users {{ usersCount }} Roles {{ rolesCount }}

Team members

{{ teamCount }}

Active on this property

Average CSAT

{{ teamAvgCsat }} / 5

Across the team

Member of the month

{{ motmInitials }}

{{ motmName }}

{{ motmRole }}

Score{{ motmScore }}

Highest CSAT member

{{ topCsatInitials }}

{{ topCsatName }}

{{ topCsatRole }}

CSAT{{ topCsatVal }} / 5

Team leaderboard All members · weighted performance Score

Assisted leads AI SDR vs. human team

{{ sl.label }} {{ sl.value }} · {{ sl.pct }}

The AI SDR assists {{ aiPct }} of leads before a human ever steps in; the rest are closed across the team.

Home Settings Configuration

Manage global agent settings and third-party integrations

Configuration

General Branding Locations{{ navStarLocations }} Channels Routing

{{ helperText }}

Agent Personality

Define the foundational system prompt used to set the tone, boundaries, and character of all agent interactions.

This prompt defines how the AI agent communicates with users. It will be injected as the base personality for all AI interactions.

Save Persona

Tenant branding

Stored with this workspace's configuration and used on guest-facing surfaces. Saving does not re-theme this dashboard.

Display Name {{ brandNameCount }}

Primary Color

{{ brandPrimary }}

Secondary Color

{{ brandSecondary }}

Brand Guidelines

{{ brandFileName }}

PDF · {{ brandFileSize }}

Download Replace

Upload brand guidelines PDF only · shows here with a download action

Save branding Stored configuration only — the dashboard and sidebar are unchanged.

Locations

Branches of this workspace. Each location keeps its own listings, leads, payments and reviews — switch the active location from the top of the sidebar.

Add location{{ btnStarLocAdd }}

All locations

{{ locFormTitle }}

{{ locFormSubtitle }}

Location name

City

Address

Phone

Timezone

Currency

Status Active Inactive

{{ locFormSaveLabel }} Cancel Switch to this location

Channels

Messaging channels connected to this workspace. Channels are shared across every location — the same list shows regardless of the active location.

Add channel

All channels

{{ chFormTitle }}

{{ chFormSubtitle }}

Name * {{ chNameCount }}

Description

Channel Select a channel… Facebook Instagram WhatsApp SMS Email

{{ chFormPlatformLabel }}

Channel type is locked once connected.

Identifier

{{ chFormIdent }}

Filled automatically by the platform connection.

Connection {{ chStatusLabel }} {{ chConnectLabel }} Disconnect

Select a channel type, then press Connect — the identifier fills automatically and saving unlocks.

{{ chFormSaveLabel }} Cancel Delete channel

Delete channel?

{{ chDelConfirmMsg }}

Cancel {{ chDelConfirmLabel }}

Routing

Workspace-level rules that decide which locations and entities each channel serves. A conversation is routed by matching its channel, location and topic.

Add route

All routes

{{ rtFormTitle }}

{{ rtFormSubtitle }}

Channel *

Single select — sourced from Configuration → Channels.

Locations *

Entities *

Content categories plus Knowledge Base and Events MICE.

Status {{ rtFormStatusLabel }}

This rule collides with existing routing — remove the overlapping tuples to save.

• {{ er }}

{{ rtFormSaveLabel }} Cancel Delete route

Home Settings

Profile

{{ helperText }}

Your Profile Picture

Please choose a photo to upload as your profile picture.

Upload a Profile Picture Choose a photo to upload as your profile picture.

Your Name

Update your name to be displayed on your profile

Your Name

Update Profile

Update your Email

Update your email address you use to login to your account

Email Address

Update Email

Home PMS

Move data between Rooma and your PMS — import filled sheets, export multi-sheet workbooks

PMS

Import history Export history

{{ helperText }}

Export to Excel

Choose what to include. Each selection becomes its own sheet in a single workbook — Reservations expands to one sheet per listing type.

{{ o.name }} {{ o.note }}

{{ pmsExportSummary }}

Export workbook{{ btnStarPmsExport }}

Export history

Import from a sheet

{{ pmsImportSubtitle }}

Listing types included in this workbook

{{ o.name }}

Download sample Choose file {{ pmsImportFileLabel }} Import{{ btnStarPmsImport }}

{{ pmsImportSelCount }} sheet(s) will be included.

Import history

{{ catIETitle }}

{{ catIESubtitle }}

{{ o.name }} {{ o.note }}

{{ catIESummary }}

Export workbook

Download sample Choose file {{ catIEFileLabel }}

One sheet · {{ catIECatName }} availability & today's movements

Import

Runs are logged in the central history on the PMS page, labeled "{{ catIECatName }}".