Escalation to Human Agents
Know When to Pass the Call
DreamDesk handles the routine, but when something needs a personal touch, it instantly brings in your team.
Features
Smart Rerouting,
Total Control.
Decide exactly when and where AI hands over to a human. With DreamDesk, you’re always in control of the guest experience across every channel.
Seamless Escalation, On Your Terms
From VIPs to complex queries, effortlessly route key conversations to your staff, without disrupting your automation.
Granular Routing Rules
Set custom triggers to transfer calls, chats, emails, or WhatsApps to human agents, based on topic, time, or intent.
VIP & Partner Whitelisting
Automatically route high-value guests, partners, or travel agents to staff using email, phone number, or any identifier.
Full Multi-Channel Support
Whether it's voice, chat, WhatsApp, or email, rerouting works consistently across all guest communication touchpoints.
Seamless Automation, With a Human Hand When It’s Needed Most.
Can I switch to a twin room?
I want to plan a wedding package.
What time is breakfast?
What time does breakfast finish?
Benefits
Live Agent Handover,
Done Right.
Smooth transitions without losing context. Your team gets the full interaction history so they can pick up instantly.
No More Missed Opportunities or Lost Guests
With DreamDesk, your AI knows when to step aside, ensuring every important guest gets the attention they deserve.
VIP Guests Always Escalated to Staff
Keep your most valuable guests happy. Ensure they always get human support when it matters most.
AI Handles the Right Tasks, Every Time
Not every request is right for automation. DreamDesk lets you define exactly when to reroute, giving you peace of mind.
Consistent Escalation Across Every Channel
Avoid confusion by managing rerouting rules across voice, email, WhatsApp, and chat—all in one unified dashboard.
Key Features
Always On. Always On-Brand.
24/7 Availability
Always on, so your guests never wait for a reply.
One Unified Knowledge Base
Answers that stay accurate and brand-aligned.
AI Learns Over Time
Continuous improvement through every interaction.
On-Brand Communication
Keeps your tone consistent across all properties.
Improved Guest Experience
Delivers a faster, more personalised experience.
Insights & Reporting
Easily identify opportunities for improvement.
Multi-Property
Control every location via one, intuitive dashboard.
Multiple Languages
Communicates naturally in over 35 languages.
Easy Integration
Works seamlessly with existing PMS and tools.
Task Management
Helps to keep your teams organised and focussed.