Messages sent to guests will always be delivered via the same channel they last used to communicate with the hotel. This ensures continuity and a seamless conversation experience.
If a guest has never initiated a conversation with the hotel, any proactive communication (such as a welcome message or promotional offer) will be sent via the hotel's default communication channel.
Example:
If a guest previously messaged via WhatsApp, any new message from the hotel will be sent via WhatsApp as well.
If a guest has never contacted the hotel before, the hotel's default channel (e.g., SMS, email, or another preferred platform) will be used for the first message.
This approach ensures that guests receive messages on the platform they are most comfortable using.