A luxury hotel group: WhatsApp, web messaging bots and Microsoft Dynamics 365

Guests of a luxury hotel group expect the same precision in a message as they do at the front desk. The group wanted its contact centre to let guests explore properties, choose rooms, check rates, dates and availability, and ask about an existing reservation, in Genesys Cloud web messaging and on WhatsApp, alongside inbound and outbound voice. Every answer had to come from the group's Microsoft Dynamics 365 platform, so that a guest received the same, valid answer whichever channel they used.

The group already had excellent Genesys Cloud CX administration and engineering skills in house, and intended to build the solution itself. What it wanted was independent, deep expertise on how far the platform could be taken: how to design bot conversations that felt like a concierge rather than a form, how to integrate Dynamics 365 safely and fast, and how to use WhatsApp template messages within Meta's rules.

Working through the group's global systems integrator, QVCCS ran a series of technical workshops with the client's engineers and architects. We reviewed the target experience channel by channel, set out best practice for Genesys Digital Bot Flows and the inbound message flows that call them, and designed the pattern for Microsoft Dynamics 365 data actions, including the custom actions needed for room availability, rates and reservation status, which go beyond the integration's standard account, contact and case actions.

The output was a roadmap of innovation that the client's IT function then delivered independently, with QVCCS on hand for guidance as each stage was built. That division of labour was deliberate. The client kept full ownership of its solution and its skills, and gained a reference design it could extend property by property and channel by channel.

• Technical workshops on digital bot flow design, message flows and channel behaviour
• Data action design for Microsoft Dynamics 365, including custom actions, schemas and error handling
• WhatsApp template message strategy for proactive engagement and replies after the 24-hour window
• Rich messaging design using a Digital Menu with quick replies and carousels
• Guidance on keeping answers consistent across messaging, WhatsApp and voice
• A prioritised roadmap, delivered by the client's own team with QVCCS guidance

Guests reach the group through Genesys Cloud web messaging, WhatsApp and the telephone. In messaging, an inbound message flow hands each conversation to a Genesys Digital Bot Flow built in Architect. The bot presents a Digital Menu of quick replies and carousels, so a guest can browse properties, rooms and facilities visually and choose rather than type. Behind each choice, data actions call Microsoft Dynamics 365 to return live availability, rates, dates and the status of a reservation, and the bot passes the conversation to an agent with full context whenever a person is needed.

On WhatsApp, approved WhatsApp template messages let the group start conversations and reply after the 24-hour customer service window, as Meta requires, while the same bot logic serves both messaging channels. The existing inbound voice flows stayed as they were, so guests who prefer the telephone reach the hotel exactly as before.

Within the three-month engagement the client went live with enhanced web messaging, deeply integrated with Microsoft Dynamics 365 and supported by WhatsApp template messages. Guests gained the convenience of WhatsApp alongside traditional voice: searching properties, checking room availability, browsing facilities and booking options visually, and checking the status of a reservation.

• Web messaging and WhatsApp live with digital bot flows and rich, visual menus
• Live availability, rates and reservation status from Microsoft Dynamics 365
• Consistent answers across web messaging and WhatsApp
• A roadmap and reference design owned and extended by the client's own team

The engagement worked because it respected the client's strength. A team that already runs Genesys Cloud CX well rarely needs more hands; it needs someone who has seen the edge cases, can say what the platform will and will not do, and can shorten the path from idea to a design that holds up. Acting as the expert to the experts, QVCCS added that depth without taking ownership away from the people who would run the service every day.