A hospitality group runs 34 channels from one inbox.

How does one team publish on 23 accounts every day?

They plan it in batches. The group keeps its videos and photos in the Social Studio library (2,425 files in 15 albums), picks a batch and the accounts, and Social Studio spreads them over the days and times they chose: reels, stories and feed posts, one or two a day on every account. Each post goes out on its own at its hour, and TikTok posts arrive in the TikTok app as drafts, ready to publish with a sound.

Reels and videos

535

in 30 days

Stories

21

in 30 days

Library

2,425

videos and photos in 15 albums

TikTok drafts

12

sent to the TikTok app

How do five people answer 1,501 messages a month?

Every message from every channel lands in one inbox, on the web and in the iPhone and Android app. The team answers from their phones wherever they are, the AI handles the questions it can answer on its own, and the WhatsApp Business app keeps working on the same number. Half of the guests hear back in 13 seconds.

Photos in chats

82

sent and received, 30 days

Videos and voice notes

30

27 videos · 3 voice notes

Quoted replies

34

answering one exact message

Reactions

23

a quick ❤️ instead of a reply

How do they keep up with comments and reviews?

Comments from Instagram, Facebook, TikTok and YouTube arrive in the same place as the messages, so the team answers them together, and a comment can open a private chat on its own (Comment to DM). Mentions and tags of the group show up there too. The eight Google properties bring their reviews in: the team answers from MirageCHAT, and the answer appears on Google.

What does WhatsApp do for the group?

Two WhatsApp numbers run in MirageCHAT and in the WhatsApp Business app at the same time, so staff who like the app keep it, and every reply still lands in the shared inbox. Messages that go out after the 24-hour window use approved WhatsApp templates, and the group’s PMS sends them through the MirageCHAT API. Guests can also call the group on WhatsApp, and whoever is free answers in the app.

Approved templates

141

122 utility · 17 marketing · 2 sign-in codes

Template messages sent

2,097

802 read · 262 in the last 30 days

WhatsApp calls, 30 days

8

5 answered by 3 people · 1 min 19 s on average

Replies from the Business app

348

same number, same inbox, 30 days

Contacts synced

55

from the WhatsApp Business app

Numbers

2

both on the official WhatsApp Business Platform

What does the AI do all day?

The AI learned the group from its two websites and three documents: 341 facts, details and offers it can use in a reply. It recognises the guest’s language, sorts each new conversation, and answers the questions it knows from that knowledge while the team works on the rest.

What happens to a guest who needs an answer later?

Some answers can’t be given on the spot: a transfer to confirm, a group quote, a late check-out. The team sets a follow-up on the conversation, and MirageCHAT brings it back to the right person at the right time, so nothing waits in a chat that scrolled away. When the answer is ready but the moment isn’t, a scheduled reply goes out by itself at the hour they pick.

How does the chat know which rooms are free?

We connected MirageCHAT live to the group’s property management system, together with their team. When a guest asks about dates, the answer comes from the real calendar of the property, at that moment, with the price and a link to pay the deposit online. The PMS also opens inside the conversation, so the team books the guest without leaving the chat, and the two systems talk both ways through the MirageCHAT API and webhooks.

PMS opened inside a chat

4,346

times in 30 days

Messages the PMS sent

263

through the API, 30 days

Events sent to the PMS

1,550

by webhook, 30 days, all delivered

API keys

7

one for each system that connects

How does a team of five stay in control?

Each person has a role and working hours. Conversations are assigned to one person, so every guest has an owner, and a saved view keeps the VIP guests waiting for a reply one tap away. MirageCHAT measures every reply against the group’s own targets, tells the right person when a channel goes down or replies get slow, and flags a chat that breaks one of the group’s team rules, such as sharing a private phone number with a guest.

Roles

5

1 owner · 2 admins · 2 agents

Conversations assigned

100

of 228 new ones, 30 days

Saved views

2

VIP guests awaiting a reply · snoozed chats

Reply targets

20 min

first reply · solved in 24 h · business hours · with escalation

Alerts switched on

9

7 notifications + 2 analytics alerts (unanswered over 20%, average reply over 60 min)

Team rules

28

chats flagged in 30 days: a private number shared, idle while a guest waits

Team announcements

4

pushed to every phone

Activity log

417

entries, sealed with an integrity check

Sign-in

2-step

plus a PIN lock on the app