Intelity has launched new SMS and WhatsApp messaging capabilities within its guest engagement platform, introducing hospitality’s first authenticated, unified messaging layer that ties every conversation back to a guest identity and reservation. The release expands how hotel teams communicate while solving one of hospitality’s biggest challenges: fragmented, anonymous, multi-channel communication.
The enhanced messaging suite gives hotels a single, unified system for all guest communication—allowing staff to reach travelers instantly on the channels they already use and trust. By adding SMS and WhatsApp to its existing in-app chat, Intelity now supports the full spectrum of guest preferences, whether domestic or international.
Unlike traditional SMS/WhatsApp add-ons, Intelity’s approach goes beyond basic channel support. All communication across SMS, WhatsApp and in-app chat are unified into authenticated, reservation-tied threads within their GEMS core platform. This ensures hotel staff never interact with anonymous numbers and guarantees every interaction contributes to a complete guest profile. It also unlocks AI readiness, allowing Nexus AI Concierge to automate high-volume requests across multiple channels.
Key features of the enhanced messaging system include:
- Unified multi-channel communication: Seamlessly engage guests through SMS and WhatsApp. Ideal for global travelers and regions where WhatsApp is the dominant communication platform.
- Staff-initiated outreach: Hotel staff can proactively initiate conversations with guests via both SMS and WhatsApp for pre-arrival communications, in-stay check-ins or immediate service delivery.
- Secure guest-initiated messaging: Guests can message the hotel directly through SMS or WhatsApp. Messages are only surfaced to staff if the phone number matches an active reservation, ensuring authentication, reducing spam and protecting hotel operations.
- In-app chat availability: Intelity’s two-way in-app communication remains fully supported for digital-first guests using mobile apps or in-room tablets.
“We’re not just adding another messaging tool into our stack; we’re introducing the industry’s only messaging system unified with identity, operations, content and AI that creates a fully authenticated guest journey across every touchpoint,” said Steve Proctor, CEO, Intelity. “These enhancements meet today’s guest’s expectation for instant, convenient communication, while giving hotels the enterprise-level control, security and intelligence they’ve never had. It’s a foundational step toward the frictionless, intelligent hospitality ecosystem our industry has been demanding and thatIntelity is uniquely positioned to lead and deliver.”