A message lands in the inbox
Email or messaging app
Concierge AI works with your current inbox, e.g. reservations@ or events@. Messages from your website form, chat and messaging apps land in the same place.
Concierge AI. Every event inquiry answered in minutes.
A virtual concierge answers guests' emails and messages: inquiries about corporate parties, special occasions, group reservations and larger events. It asks for details, checks availability and prepares a proposal — 24 hours a day, 7 days a week.
Before and after
An inbox where nothing is left waiting.
Response time
Instead of a reply days later — a reply in minutes, even in the evening and on weekends.
Unanswered inquiries
No event email gets lost in the inbox between invoices and supplier offers.
Event details
Instead of several rounds of emails with questions — all the details collected in the first exchange.
Multiple channels
Instead of emails, messaging apps and forms in separate places — one inbox and one thread with each guest.
Manager's time
The manager handles complete inquiries instead of writing the same replies over and over.
What it can do
A virtual concierge for events and groups.
- Corporate events and celebrationsCompany Christmas parties, team-building events, birthdays, First Communions, christenings, banquets and conferences.
- Asks for detailsDate, time, number of guests, budget, menu, dietary needs, equipment or accommodation.
- Checks availabilityLooks at the room and table calendar and, if the date is taken, suggests another one.
- Prepares a proposalPicks menus, packages and prices from what the venue offers and sends them in the reply.
- Tentative bookingMarks the date in the calendar as tentative and reminds the guest to confirm.
- Inquiry qualificationReplies to a new inquiry right away, while the guest is still comparing venues. Passes inquiries with a date, guest count and budget to the manager, and handles the rest on its own until they're complete.
- Follow-upsIf a guest doesn't reply, it follows up by email or SMS until the matter is closed, and after the event it asks for a review. Before sending anything, it checks what the guest has consented to.
- All messages in one inboxEmail, your website form, chat, Messenger, Instagram, WhatsApp and SMS all land in one place. A conversation with a guest is a single thread, even if the guest switches channels or calls Voice AI.
- An organized inboxRecognizes all other messages — invoices, suppliers, résumés, complaints — and assigns them to the right people.
- Your venue's voiceReplies in the guest's language, in your style, with no typos and with your signature.
How it works
From email to confirmed event.
It identifies the inquiry
Type and details
Event type, date, number of guests and any information still missing.
It replies and asks for details
Within minutes
Sends a reply with a proposal and questions about the missing details.
It hands over the complete inquiry
Manager and calendar
The manager gets a summary, and the date goes into the calendar as tentative.
Modes
You decide how much Concierge AI does.
Full automation
Concierge AI replies on its own within the scope you set.
Draft for approval
It drafts a reply, and the manager edits it or approves it with one click.
After hours
It replies in the evenings and on weekends, and hands things over to the team during business hours.
Team and AI
When a human replies, the AI helps.
- Handoff rulesYou decide when a thread goes to the manager: for selected topics, e.g. a wedding or a complaint, for larger events, or when a guest is unhappy.
- Thread summaryBefore opening a thread, the manager sees in a few sentences what it's about, what's already been agreed and what mood the guest is in.
- Reply suggestionsThe AI suggests a reply based on what the venue offers. Just edit it and send.
- TranslationA message in a foreign language is translated for the team right away, and the reply reaches the guest in their own language.
- Guest historyEvery message shows the guest's earlier emails, Voice AI calls and reservations.
- One-click cleanupThe inquiry's subject, category, note and status fill in automatically. A staff member just approves them.
Dashboard
See where every inquiry stands.
- Inquiry statusNew, proposal sent, waiting for guest, confirmed — all in one view.
- Cases with deadlinesEvery case — a complaint, a lost item, an invoice request — gets an owner, a priority and a response deadline. You can see what's nearing its deadline.
- Message historyThe full exchange with the guest, attached to every inquiry.
- Scores and sentimentEvery thread, whether handled by the AI or the team, gets a score, along with the guest's sentiment and the most common inquiry topics.
- Response time and conversionHow many inquiries came in and how many turned into confirmed events.
- AlertsThe manager gets an alert when a large inquiry comes in, a case needs a decision or guest sentiment drops.
Security
Guest correspondence under control.
GDPR
GDPR-compliant data processing, with a data processing agreement.
Encryption and EU servers
Correspondence is encrypted at every stage and stored in certified data centers in the European Union.
Privacy
Guest messages are not used to train public AI models. The models run in a closed environment.
Protection against manipulation
Concierge AI can't be talked into giving a discount that isn't in your offer, or into sharing other guests' data. Replies are checked before they go out.
Access
Only authorized members of your team can see the correspondence.
Transparency
Guests know the reply was prepared by an AI assistant.
Questions
Frequently asked questions about Concierge AI.
Do I need to change my email address?
No. Concierge AI works with your current inbox.
How does Concierge AI know what the venue offers?
From a knowledge base we fill in during onboarding: rooms, menus, packages, prices and reservation policies.
What if an inquiry is unusual?
Concierge AI doesn't guess. It forwards the email to the manager along with a summary of the case.
Can I check a reply before it's sent?
Yes. In draft-for-approval mode, every reply waits for your approval.
Which languages does it reply in?
In the language the guest wrote in.
Does it also reply in chat, on Messenger and on WhatsApp?
Yes. Messages from email, your website form, chat, Messenger, Instagram, WhatsApp and SMS go into one inbox, and Concierge AI replies in each of these channels.
When does an inquiry go to the manager?
Whenever you decide: for selected topics, larger events or when a guest is unhappy. The manager gets a thread summary and a suggested reply.
Which plan includes Concierge AI?
Every plan: you can choose Concierge AI as the single module on the Starter plan or as one of five on the Plus plan. The Prime plan includes all modules. See pricing.
Who it's for
Works well in venues like these.
One ecosystem
Connects with the rest of Townely.
Solutions can work on their own or together — roll out more modules when your business needs them.
Resources
Guides for this module.
ReservationsDeposit, advance payment or prepayment? How to charge for reservationsA prepayment protects you from empty tables, but the word you use in your reservation terms matters. We explain the differences and show you how to set up terms for tables, VIP booths and tickets.3 min readStrategyOne system instead of six: what tool chaos costs your venueReservations in a notebook, orders on kitchen tickets, the phone in the manager's pocket, the staff schedule in a spreadsheet, suppliers on a messaging app. Figure out how much time retyping data eats up, and decide where to start the cleanup.3 min read
Ready for a change?