Lodgestory CRM (Overview)

Every conversation, every call, every booking — in one inbox, with AI on your side.

TL;DR

What it is — a unified customer messaging platform for hospitality, logistics, retail and more. WhatsApp, Instagram, Messenger, email, web chat, and phone calls all land in the same inbox, with AI agents, bot journeys, and a full contact + ticketing layer.

Who it's for — D2C brand owners, retails, marketing agencies, boutique hotels, villa rentals, OTA, large hotel chains, and any consumer-first operators who want one place to run conversations.

Top outcome — reply to every guest within minutes across every channel, with bots handling the easy half and humans stepping in for the rest.

At a glance


Plan tiers	Starter, Growth, Pro, Ultra, Enterprise. Channels and AI agents gated by tier.
Who logs in	Account owners, admins, team members. Each team member has a role that controls what they can see and do.
Channels supported	WhatsApp (official + unofficial), Instagram Direct, Facebook Messenger, Email, Web Chat, Voice (via Lodgestory Voice and Tata Tele Smartflo).
Integrations	Razorpay (payments), approved WhatsApp templates, your telephony provider, custom bot flows, avatar videos from Content Studio.
Top limits	Plan-gated on team members, monthly broadcasts, AI agent calls, and storage. Plan page shows usage allowed.
API	Yes — partner API under `/api/wp-crm/*` with JWT auth. See each module's guide for endpoint coverage.

How to get there

Direct URL: https://lodgestory.com/crm after signing in.

First-time path: after account setup, you land on Home / Unified Inbox. The left sidebar lists every workspace module; the gear icon opens Settings.

Prerequisite products: none — Lodgestory CRM is the foundation. Lodgestory Voice and Content Studio both publish into it.

📸 [SCREENSHOT: crm-landing.png — CRM home with sidebar expanded]

What is Lodgestory CRM?

The problem it solves

Running a consumer business means messages arrive in a dozen places — WhatsApp from repeat guests, Instagram from prospects who saw a reel, Messenger from Facebook ads, email from customers, web chat from your website, and voice calls from whoever has your phone number. Most teams end up with a WhatsApp number on someone's personal phone, Instagram replied-to at midnight, email left unread, and calls missed during shift turnover. Every channel is a separate app, every reply is a context switch, and every order lost to a competitor is a message someone didn't see in time.

Lodgestory CRM collapses those channels into one inbox. Every message from every channel lands in the same list, with the same reply composer, the same contact record, and the same ticket system behind it. Bot journeys handle repetitive questions automatically. AI agents answer complex queries in your voice. When a conversation needs a human, it's one click to assign to the right team member. And when a customer books, pays, or leaves a review, the whole timeline stays attached to their contact record.

What you get

One inbox for every channel — WhatsApp, Instagram, Messenger, Email, Web Chat, and voice-call events, all in one list.
Bots that actually answer — visual journey builder for deterministic flows, plus AI agents for open-ended conversations.
Templates, canned responses, and scheduled sends — so your team never types the same reply twice.
Tickets, workflows, and assignments — route chats to teams, escalate to agents with matching skills, auto-close when done.
Voice integration — dial and pick up calls from inside the CRM; every call attaches to the caller's contact timeline.
Campaigns — broadcast WhatsApp / email / voice drip-sequences with analytics.
Reports and analytics — response time, resolution rate, team performance, channel performance.
Payments — collect payments over chat via integrated payment links.

How it's different

Hospitality-native. Built around the rhythms of bookings, OTA listings, and guest lifecycle — not a generic CRM retrofitted.
Every channel, one inbox. Other CRMs silo WhatsApp from email from calls; Lodgestory merges them at the conversation level.
Bots + AI + humans on one canvas. Other tools make you choose; here a single conversation can flow through all three and leave a single auditable trail.
Voice is a first-class channel, not an add-on. Click-to-call, call routing, and voice campaigns live alongside chat — not in a separate app.
Content Studio built in. Publish SEO-ready blog posts and avatar videos that feed the same marketing site your chat widget sits on.

Customer scenarios

Guest asks about availability on WhatsApp at 11 PM. The bot journey answers with dates + rates, offers a payment link for the deposit, and books the calendar if the guest confirms. Team lead sees the booking in the morning.
OTA complaint arrives via email. Auto-routed to the Ops team, assigned to the senior agent, ticket created with the booking reference pre-filled. Agent replies, the response lands back in the guest's email thread.
Lead calls the main sales number. Voice menu routes to sales; the agent who picks up sees the caller's full chat history from any prior channel before the call connects.
Marketing launches a campaign. Segmented broadcast to 50,000 contacts via WhatsApp templates; responses land in the inbox with the campaign tag pre-applied.

How it fits with the rest of Lodgestory

Lodgestory Voice — the voice product. Agents place and receive calls from inside the CRM inbox. Configure voice menus, departments, and call routing in the Voice admin.
Content Studio — publish blog posts and videos to your marketing site. Anyone who lands on a blog and opens the Web Chat widget becomes a CRM contact.

Core concepts

Term	What it means
Conversation	Every message thread between your organisation and one contact across any channel.
Contact	The person on the other end of the conversation. One contact can have multiple phone numbers, emails, and social identifiers.
Channel	A specific way messages come in: a WhatsApp number, an Instagram account, an email inbox, your Web Chat widget, a Facebook Page.
Ticket	A support case tied to a conversation. Tickets have state (open / pending / resolved) and can be assigned.
Workflow lifecycle stage	Where a conversation is in your process — new, qualified, booked, checked-in, post-stay, etc.
Bot journey	A visual flow that replies to incoming messages based on conditions and user input.
AI agent	A natural-language assistant that answers in your tone using content you've given it, with tools to look up reservations / quote rates / create bookings.
Template	A pre-approved WhatsApp message (required for proactive outbound).
Canned response	A saved text snippet a team member can insert into the composer with a shortcode.
Campaign	A scheduled, segmented outbound broadcast across one or more channels.
Team	A group of team members who get auto-assigned conversations based on routing rules.
Role	What a team member is allowed to do — Account Owner, Admin, or User.

Quick Start — five minutes to your first conversation

Step 1 — Sign in and invite your team

Settings → Team Members → + Invite. Assign roles; invitees confirm via email.

📸 [SCREENSHOT: crm-qs-1-invite.png]

Step 2 — Connect a channel

Settings → Connections → + Add. Pick WhatsApp, Instagram, Messenger, Email, or Web Chat. Follow the connection wizard — most take 2 – 3 minutes.

📸 [SCREENSHOT: crm-qs-2-connect.png]

Step 3 — Send a test message

From the channel's connection screen, click Send test message. It arrives in your inbox.

📸 [SCREENSHOT: crm-qs-3-test.png]

Step 4 — Build your first bot journey

Settings → Bot Journeys → + New. Start with a greeting, add a branch for "Book a stay" vs "General question", wire each to a canned response.

📸 [SCREENSHOT: crm-qs-4-journey.png]

Step 5 — Open the inbox

Go back to Home and chat as yourself from the test channel. The bot replies; the conversation appears in the list.

📸 [SCREENSHOT: crm-qs-5-inbox.png]

How it works

Lodgestory runs every channel through a single routing pipeline:

A message arrives on any connected channel.
It's matched to a contact (or a new contact is created).
If a bot journey or AI agent is wired to that channel, it responds.
If the response needs a human — or the guest has been waiting too long — the conversation is assigned to a team or team member based on your rules.
Replies from team members go out on the original channel. The composer picks the right channel automatically.
Real-time updates keep every team member's inbox in sync within a second.

You never have to think about which channel a reply goes out on; it always matches the channel the message came in on.

Modules inside Lodgestory CRM

Workspace

Home / Unified Inbox — the list of every live conversation with filters, triage tools, and real-time updates.
Tickets — support cases tied to conversations, with states and workflow.
Contacts — the contact directory with rich fields, activity timeline, and segmentation.
Campaigns — segmented broadcasts across WhatsApp, Email, and Voice.
Calls — agent call interface for Lodgestory Voice, with click-to-call and call history.
Analytics — response time, volume, resolution rate across channels and teams.
Reports — on-demand exports for custom date ranges and filters.
Notifications Centre — in-app and push alerts, @mentions, and system events.
Bulk Import — spreadsheet-driven contact upload with de-duplication and validation.

Settings

Connections — connect a WhatsApp number, Instagram account, Email, or Web Chat.
Team Members — invite, remove, set roles, and manage availability.
Teams — group team members for auto-assignment and visibility.
WhatsApp Templates — manage approved message templates.
Canned Responses — saved text snippets with shortcodes.
Bot Journeys — visual flow builder for deterministic chat automation.
AI Agents — natural-language assistants with custom tools.
Ticketing Machines — routing and state-machine rules for tickets.
Workflow Lifecycle Stages — define stages for your conversation lifecycle.
Web Chat — the floating chat widget you embed on your website.
Store Management — product catalog used in chat-based sales.
Razorpay — payment integration for chat-based orders.
Push Notifications — browser and mobile push alerts for your team.
Contact Fields — custom fields on contact records.

Cross-product workflows

A. Prospect → qualified lead → booked stay

A visitor reads a published blog, opens the Web Chat widget, asks about availability. The AI agent answers, quotes rates, and sends a payment link. The guest pays; the conversation converts to a Booked workflow lifecycle stage. A confirmation template goes out on WhatsApp. The Home / Unified Inbox now shows the conversation under "Booked".

B. Inbound voice call → booked → follow-up campaign

A prospect calls your sales number. The voice menu routes to the Sales department; the picking agent sees the caller's full chat history. The call is recorded; a ticket is created; after check-out the contact is added to a feedback campaign that sends one WhatsApp message plus one follow-up email.

C. OTA review → ticket → resolution

A one-star review syncs in as a ticket. Auto-routed to Ops; the senior team member replies on the OTA, and also sends a conciliation WhatsApp to the guest. The ticket closes when the reply is acknowledged.

Roles and pricing

Role	Sees	Can change
Account Owner	Everything	Everything, including billing
Admin	Everything for the organisation	Everything except billing
User	Conversations assigned to them or to a team they're on	Their own replies, assigned tickets, own profile

Plan tiers (Starter / Growth / Enterprise) gate features like AI agents, video generation, and team-member count. See your Plans page for the live breakdown.

Getting started

Sign up and verify your business.
Invite your first 1–3 team members.
Connect one channel (WhatsApp or Web Chat is fastest to launch).
Build a single greeting bot journey so first-time messages get an immediate response.
Run a test conversation from outside your team to make sure it all works end-to-end.

What's new

Apr 2026 — Avatar video generation from any published blog.
Mar 2026 — Content Studio general availability; published blogs appear on the marketing site within seconds.
Feb 2026 — Web Chat widget install flow now handles custom subdomains out of the box.
Jan 2026 — AI agents with custom tools (availability check, payment link generation, booking creation).

Help and related products

Lodgestory Voice — the telephony side. Read the Voice product page.
Content Studio — the content side. Read the Content Studio product page.
Support — in-app chat, or email [email protected].