Omnichannel inbox & AI concierge

What it is

One inbox for every way guests reach you — your existing email mailbox, SMS, website chat and forms, Facebook Messenger, Instagram and WhatsApp — with AI that classifies what arrives, drafts replies for your approval, answers the phone, and helps guests choose dishes on your ordering pages.

What problem it solves

Guest messages arrive on five channels and get answered on none: the booking request sits in an inbox nobody checks, the Instagram DM is seen days later, the phone rings out mid-service. When every channel lands in one queue with owners, statuses and AI help, nothing falls through.

How it works

1. Connect your channels: your existing Gmail or Microsoft 365 mailbox, SMS, website chat and forms (built in the inbox settings with a copy-paste embed), and your Meta business accounts for Messenger, Instagram and WhatsApp.

2. Everything lands as a thread in the inbox — searchable, filterable by channel and status, claimed by a team member, snoozed, closed, or converted straight into a task. Inbound email is AI-classified by category and priority, so the urgent booking request outranks the newsletter.

3. For email, the AI drafts a reply using your knowledge base for tone and facts — with its reasoning shown — and a person approves, edits or discards it. Nothing sends without human approval, and the AI is instructed never to invent prices or policies.

4. The web chat widget on your site answers guests from your knowledge base, checks real availability and can book a table itself — and hands over to a human by opening an inbox thread and notifying your team the moment a guest asks or a complaint appears.

5. The voice concierge answers the phone: it checks availability, takes bookings, answers questions from your knowledge base, captures function enquiries, and transfers to a human on request — with every call, transcript and recording reviewable in admin.

6. On your ordering pages, the menu concierge helps guests decide — answering dietary questions from your menu and adding the chosen dish straight to their cart.

Everything inside the system

• Unified inbox with claim, snooze, close, convert-to-task, search and per-channel filters.
• AI classification of inbound email by category and priority, with automatic task creation for actionable requests.
• AI reply drafting for email with mandatory human approval.
• Web forms and a web chat widget with real availability checks, booking and human escalation.
• Voice concierge with bookings, knowledge answers, function enquiry capture, transfer, transcripts and per-venue budgets.
• Menu concierge on ordering pages that recommends and adds to cart.

This is built into NexDine — there is no separate helpdesk or chatbot product to buy. Email connects your existing Gmail or Microsoft 365 mailbox; Messenger, Instagram and WhatsApp connect your existing Meta business accounts (external, and subject to Meta's 24-hour reply window); each connection is set up and managed from inside NexDine.