What You Can Do With WhatsApp in Cendra
- Receive guest messages in your unified inbox alongside Gmail and Outlook conversations
- Respond automatically using Cendra’s AI agents, trained on your property’s knowledge base
- Send upsell offers for early check-in, late checkout, and extras via WhatsApp at the right moment
- Translate messages — communicate with international guests in their preferred language
- Share media — send check-in instructions with photos, location pins, and documents
How It Works
Cendra connects to WhatsApp via the WhatsApp Business API (not WhatsApp Web). This provides:- Reliable delivery — messages sent through the official API, not screen scraping
- Business identity — guests see your business name and verified badge
- Two-way messaging — guests can initiate conversations and you can send proactive messages
- Template messages — pre-approved message templates for proactive outreach (check-in reminders, upsell offers)
Guest Experience
When a guest messages your WhatsApp Business number:- The message appears in Cendra’s unified inbox
- Cendra matches the phone number to a reservation in your PMS
- The AI generates a response using property knowledge and reservation context
- Based on your automation level, the response is sent automatically or queued for review
- The guest receives the reply on WhatsApp — they never know it’s AI
Common Use Cases
| Scenario | What Cendra does |
|---|---|
| Guest asks about check-in time | AI looks up reservation and property, responds with specific check-in instructions |
| Guest requests early check-in | AI checks your procedures, offers early check-in upsell if configured, or escalates |
| Guest asks for WiFi password | AI retrieves from property knowledge base and responds instantly |
| Guest reports a maintenance issue | AI acknowledges, creates a task, and escalates to your team |
| Pre-arrival message | AI sends automated check-in instructions with property details 24h before arrival |