How do I label hotel guests by stay stage and track bookings on a board?
Spun lets a hotel or travel team label every guest chat by stay stage, property or trip, show each group with one saved filter, and follow enquiries through to booking on a pipeline board, all on the WhatsApp number guests already use. It runs on a flat monthly plan with team members free and a free trial, and it needs no Business API approval. AI auto-labelling and label rules can sort new chats for you, and you correct anything they get wrong.
Who this is for: a front desk manager who wants to see "everyone in-house today" in one click, or a travel agent who wants every quote on a board.
Two tools, two jobs
| Use | For | Example |
|---|---|---|
| Labels | Grouping chats by any fact you care about. A chat can carry several labels. | Enquiry, Booked, In-house, Checked-out, Sea View Villa, Group tour |
| Pipeline | One stage per contact on a board you move along. | Enquiry, Quote, Deposit, Booked, Travelling, Returned |
Hotels often start with labels only. Agencies that send quotes usually add a pipeline board.
Step 1: Create stay-stage labels
- Open Labels from the sidebar.
- Click Add Label, type a name such as Booked, and pick a colour.
- Repeat for Enquiry, In-house and Checked-out, and for each property if you run more than one.
- Apply a label by right-clicking a chat, with the label button in the chat header, or across many chats at once in the Bulk Labeling tab.
Step 2: Let Spun suggest labels
- In Labels, open the AI Auto-Labeling tab and choose which labels the AI may assign, for example Enquiry.
- If you want to check suggestions before they are applied, review them in the Label Approval tab.
- For fixed patterns, open the Rules tab and add a rule, for example a keyword rule that labels a chat Enquiry when a guest writes "availability".
Step 3: Save a filter per stage
- In the chat list, open the filter popover and pick the label, for example In-house.
- Open the Saved Filters dropdown, click Save current filters and name it.
- Open it later from the Saved Filters dropdown at the top of the chat list.
A saved filter is also how you share part of the inbox with a person: in the Share Wizard, a scoped role sees only the filters you pick. See Set up a shared guest inbox.
Step 4: Track quotes and bookings on a pipeline board
- Open Pipeline from the sidebar. The default stages are New, Contacted, Proposal, Won and Lost.
- Use Manage pipeline to add, rename or reorder stages, for example Enquiry, Quote, Deposit, Booked, Travelling and Returned.
- From any chat, right-click (long-press on a phone) and choose Set stage, then pick the stage. For a number that is not saved yet, choose Save & stage to save the contact and stage it in one step.
- On the board, drag cards between columns, or tick several to move them together.
- Use the Stages dropdown above the chat list to see only chats in the stages you tick.
- To run a second board, for example one for groups and one for individual travellers, a manager opens the board switcher at the top of the Pipeline tab and chooses Add board.
What to expect
- Moving a card shows Undo for a few seconds. If a teammate moved the same contact first, Spun tells you who moved it instead of overwriting their change.
- A stage that means a lost deal asks for a reason before the move is recorded.
- The contact panel's Pipeline section shows the stage and the last stage changes, with who made each one.
Limits
- Labels and stages come from what your team sets and what the chat says. AI labels are suggestions you can correct, and label rules act on the message, not on your booking system.
- A WhatsApp automation on a stage only messages someone who wrote to you first. The pipeline never starts a conversation.
- The free trial shows one sales board. More boards are on paid plans; see Pricing.
- With more than one WhatsApp number, each number is a separate inbox with its own labels and chats: conversations do not merge between numbers, and each extra number has its own add-on plan.
What Spun does not do
- It does not read arrival or departure dates from your PMS or channel manager, so it cannot move a guest to In-house on check-in day by itself. Someone on the team applies the label, or a rule does from what the guest writes.
- It does not take bookings or show availability. Keep using your own booking page and send its link in the chat.
- It does not hide labelled chats from the rest of the team. To limit what a person sees, share a saved filter with a scoped role.