The short answer
Rezervem AI Concierge supports handing unresolved conversations and decision responsibility to staff. WhatsApp manual takeover and live SIP telephone transfer are distinct workflows, and an attempted transfer does not mean a human actually answered.
A guest requests an unusual terrace table or asks about a serious allergen concern. The assistant might understand the request, but a manager or the kitchen must make the relevant decision. The guest should not have to repeat everything from the beginning.
The guest problem and operational decisions
Decide who owns each exception before the service starts. Share the request's context and verified booking state with the receiving employee, rather than passing an unconfirmed promise. Define who handles unanswered calls and out-of-hours follow-up.
An effective setup should keep the actual venue or hotel team in control of exceptions. It must not manufacture an unavailable table, a finished task or a conversation outcome that the connected service has not confirmed.
Five practical checks
Run a pilot using the property's real rules and current records before extending the workflow.
- Define escalation for allergens, complaints and groups.
- Assign a responsible employee and fallback by channel.
- Test WhatsApp takeover and SIP call transfer separately.
- Give staff the context and verified booking status.
- Distinguish transfer attempts from answered conversations.
Risks and safe boundaries
Voice transfer needs a compatible carrier and a correctly configured SIP destination; it can fail even when the AI answers the original call. WhatsApp takeover is a different ownership flow. Call logs, transcripts and recording access require privacy and retention controls.
A guest-facing answer and an authoritative system result are not interchangeable. When the correct outcome is uncertain or a sensitive decision is needed, give a qualified employee a clear handoff and keep the issue visible.
How Rezervem supports this workflow
Rezervem AI Concierge helps route configured guest conversations; Rezervem Manager holds the booking result. Unanswered transfers must have a named follow-up owner.
Start with a small set of real guest requests, compare the assistant's response with the relevant Manager or Hospitality record and review failures with the people responsible for the service. Expand only after the staff approves the workflow.
FAQ: Can every call be transferred?
No. It depends on the configured SIP and carrier.
FAQ: Is WhatsApp takeover a call transfer?
No. Those channels have different workflows.
FAQ: Does a transfer prove a booking exists?
No. Check Manager separately.
