How do I save hotel answers as WhatsApp templates the whole team can use?
Spun keeps your standard answers, such as Wi-Fi, parking, check-in times and transfer details, as quick replies that anyone on the team inserts into a chat by typing "/". It is for hotels, hosts and travel agencies whose front desk answers the same questions many times a day. It runs on a flat monthly plan with team members free and a free trial, on your normal WhatsApp number with no Business API. Quick replies are your own saved texts, so there is nothing to submit for approval and you can change them at any time.
Who this is for: a front desk manager who wants every receptionist to send the same, correct answer.
Answers worth saving
- Check-in and check-out times, and early check-in or late check-out.
- Wi-Fi name and password, parking, breakfast hours.
- Directions from the airport or station, and how transfers work.
- Luggage storage, pets, and quiet hours.
- A short thank-you with your review link.
Step 1: Create a quick reply
- Open Quick Replies from the sidebar.
- Click Add Quick Reply.
- Give it a title, for example "Wi-Fi - Main building", and write the message. Each quick reply needs both a title and a message.
- Click Save. The change shows up in open chats right away.
Use clear titles that start with the topic ("Parking", "Check-in", "Transfer") so the team finds them quickly. For guests in other languages, save a version per language, or let the chat's outgoing translation translate the text when you send it.
Step 2: Insert it in a chat
- In a guest's chat, type "/" in the empty message box.
- Search by title and pick the quick reply.
- Adjust anything for this guest, such as the name or room, then send.
To send a saved answer later, insert it and schedule the message instead. See Schedule pre-arrival and check-out messages.
Step 3: Answer the most common questions automatically
- Open Auto Replies from the sidebar and click Add Rule.
- Choose a keyword trigger, such as "wifi" or "parking", or an AI intent you describe in words.
- Choose one of your quick replies as the reply.
- Under Advanced Options, set a cooldown and a daily cap per contact so a guest does not get the same answer twice.
- Save and enable the rule.
Step 4 (optional): Let an AI chatbot answer from your own information
On paid plans, an AI chatbot can answer guests from what you give it:
- Open Spun Tools → Automate → AI Chatbot.
- On the Knowledge Base tab, upload your house rules or FAQ, or import pages from your website with From Website and Crawl.
- Write the chatbot's instructions, set the handoff keywords that pass the chat to a person, and choose when it is active: always, during business hours only, or outside business hours only.
- Switch on Enable AI Chatbot and save.
Every reply the chatbot sends is marked as sent by the chatbot.
What to expect
- A saved change to a quick reply shows up in open chats right away, so a correction reaches the receptionist on shift at once.
- Smart replies still appear in one-to-one chats. A quick reply is your fixed wording; a smart reply is an AI suggestion based on the chat.
- An AI chatbot removes any web address it was not given, rather than inventing one.
Limits
- Quick replies are inserted by a person. They are not sent on their own unless you use them in an auto-reply rule or schedule them.
- No automatic personalisation from bookings. Spun does not fill in room numbers or dates from a booking system; you edit them in the chat.
- The chatbot answers from what you give it. Keep the knowledge base up to date, and set handoff keywords for anything a person should handle.
What Spun does not do
- It does not use WhatsApp Business API templates, and you do not submit anything for approval. Quick replies are ordinary messages from your normal number.
- It does not connect to your PMS, so it cannot insert reservation details by itself.
- It does not take payments in WhatsApp. Put your own payment link in a quick reply if you need one.