Epic Concierge.
AI guest communication for villa agencies. Every inquiry — e-mail, WhatsApp, web form or chat — lands in one inbox, and a reply with a multi-villa offer is drafted from your PMS's live prices before your agent opens it.
Why we built it
Villa agencies answer the same questions all day: is it free, what does it cost, what else do you have? The answer lives in the PMS, the conversation is spread over five inboxes, and the offer ends up as a hand-built e-mail. Epic Concierge joins the three. It reads villas, prices, availability and reservations straight from your system, writes the reply in the guest's language, and leaves the decision with your agent — one tap to send, edit or regenerate.
How a reply happens
A guest writes — anywhere, in any language
E-mail, WhatsApp, a web form or the chat on your site. Concierge recognises returning guests, reads the dates and party size, and keeps one conversation per trip.
POST /quote { "villaId": "104", "nights": 7, "verdict": "available", "totalCents": 280500, "discountLabel": "Early booking −10%", "alternatives": […] }
Concierge asks your PMS
A live quote for every candidate villa: available, blocked, minimum stay or over capacity — with alternative dates when the week is taken.
The reply and the offer are drafted
Before the agent opens the notification, a reply in the guest's language and an offer with two to four villas are waiting. The model writes the words; the figures come from the quote.
The agent sends, the guest books on your site
One tap sends it through the guest's channel. The guest compares villas on a branded page and books through your own booking flow — signed price, tracking preserved.
Everything an agency answers guests with
Unified inbox
E-mail, WhatsApp, SMS, web forms and website chat in one inbox, built for the phone first.
Every guest conversation in one place, whichever door it came through. Forwarded mailboxes are parsed automatically, WhatsApp threads stay two-way, and a returning guest is recognised instead of starting from zero.
- Forwarded mailbox parsed automatically; WhatsApp through the Meta Cloud API; SMS and WhatsApp through Twilio
- One conversation per trip, returning guests matched by e-mail and phone
- Assignment, statuses, snooze and internal notes
- Any message translated in one tap
- Installs as an app on the agent's phone, with notifications
AI copilot
A reply and an offer drafted from live data before the agent opens the conversation.
The AI does the legwork and the agent keeps the decision. Each draft is written in the guest's language and in your agency's tone, with a note when something needs a human eye — a guest who already has a booking for those dates, for example.
- Drafts in the guest's language, in your tone and length
- Notes for the agent when the context needs attention
- Send, edit or regenerate — every AI draft is logged
- Your knowledge base and reply templates feed the drafts
- Optional autopilot for set hours and channels — off by default
Multi-villa offers
Two to four villas, checked prices, one branded page — and the booking on your own site.
Offers built in seconds from the villas that are actually free. Every price is checked in your PMS again before it goes out, and the guest books through the booking flow you already run, so payment and attribution stay with you.
- Villa search by dates, guests, region, bedrooms, amenities and budget
- Prices re-checked in the PMS before sending; discounts and price breakdown shown
- Signed links that expire, instead of offer pages open forever
- "Book" opens your booking flow with a signed price and the original UTM, gclid and fbclid
- Views and clicks tracked, with reminders when an offer is unopened or about to expire
Guest portal
One link for the whole stay: offers, bookings, messages and notifications.
Guests get a portal in your brand that installs on their phone like an app. Offers, bookings and the conversation with their agent live there — and before arrival, they can put together a holiday package.
- Installable app (PWA) with your logo, colours and font
- Offers, bookings with voucher and calendar file, messages with the agent
- Notifications for new offers, replies and changes
- Holiday package: transfers, boats, private chef, cars and experiences (add-on)
Reservations & arrivals
Bookings from your PMS next to the conversation they came from.
Reservations sync from your system, payments included, so the agent sees the whole guest — what they asked, what they were offered and what they booked.
- Reservation feed synced from the PMS, with payments
- Stay history across duplicate customer records
- Arrivals for the days ahead
Follow-up
Smart lists, campaigns and automations that bring inquiries back.
Most lost bookings are quiet ones. Follow-up shows who viewed an offer and didn't book, who never opened it, and whose offer is about to expire — and lets you act on the whole list at once.
- Ready-made lists: viewed but not booked, unopened for 24 h, expiring, guest silent for 3+ days
- Campaigns with coupons, saved lists and export
- Automations, and last-minute offers for gaps in the calendar
- Consent recorded per guest
Analytics
Inquiries, offers, bookings and revenue — with an AI analyst you can ask.
The numbers behind the inbox, compared with the previous period: how fast the team answers, how many inquiries become bookings, and how many AI drafts go out unchanged.
- Daily, weekly and monthly views against the previous period
- Inquiry-to-booking conversion, first response time, AI drafts sent unchanged
- Team progress per agent
- "Summarise my business" and CSV export
Team & knowledge
Roles, tasks, internal chat and a knowledge base the AI reads.
Agents log in with the same credentials they use in your CMS. Managers set who sees what, hand out tasks and keep the knowledge base current — and the AI answers from it.
- Agent login with your CMS credentials
- Roles and permissions; internal team chat with manager oversight
- Tasks tied to guests and conversations
- Reply templates and branded e-mail templates
Website chat
An AI chat on your site that hands over to an agent.
One script on your website adds a chat that answers from your villas and knowledge base, in the visitor's language — and passes the conversation to the inbox when a person should take over.
- One script tag, limited to your domains
- Answers from your villa content and knowledge base
- Hand-over to the inbox with the full conversation
The screens agents and guests use
The draft is already there
The AI draft waits under the guest's message, in German, with a note for the agent: this guest already has a booking for the same dates.
Made for the phone
Agents answer from wherever they are — the inbox installs as an app with notifications. Guests get the same on their side: offers and the portal fit the screen they read e-mail on.
Screenshots from the demo agency “Adriatic Villas”, on sample data. The agent app is in Croatian; guest pages come in English, German, Croatian or Italian.
Concierge never guesses. It reads your PMS through one signed API — and the money is always live.
Villas, prices, availability, guests and reservations come from your system through the CMS Connector API. Agents even log in with their CMS credentials.
Content cached, money always live
Villas, photos and descriptions sync on a schedule. Price, availability and reservations are asked for at the moment they're needed.
Verdict before the model
Your PMS answers available, blocked, restriction, pricing missing or over capacity — with alternative dates. The AI writes around that answer; it never invents a number.
Signed requests
Every call carries an HMAC-SHA256 signature and a timestamp. Each agency's secret is stored encrypted.
One plugin, every site
One October CMS plugin connects Epic PMS and the booking sites we build; differences between sites are profiles, not code. Any other system can implement the same contract.
| GET | /ping | Health check and villa count |
| POST | /agents/verify | Agent login with CMS credentials |
| GET | /villas | Villa content, incremental with a cursor |
| POST | /quote | Live price and verdict for one villa |
| POST | /search | Available villas for dates and party size, cheapest first |
| GET | /guests | A returning guest, by e-mail or phone |
| GET | /guests/{id}/reservations | The guest's stay history |
| POST | /reservations | Feed of reservation and payment changes |
Connected where your guests are
Three plans, one product
Start
Inbox, offers and guest portal — without AI.
- Inbox with multichannel delivery (e-mail, WhatsApp, forms)
- Offers and guest portal
- Reply templates
- Villa search and PMS connection
- Reservations
Pro
RecommendedThe AI writes, you send. Follow-up that brings guests back.
- Everything in Start
- AI reply drafts and offer intros
- Message translation
- Follow-up: smart lists, campaigns, coupons, export
- Tasks
Business
The whole agency in one place, with the numbers.
- Everything in Pro
- AI autopilot — replies around the clock
- AI chat on your website
- Calendar gap filling
- Analytics and the AI analyst
- Follow-up automations
- Team chat, roles and permissions
- Priority support
Add-on: Holiday package
Works with any plan. Guests with a confirmed booking order transfers, boats, a private chef, cars and experiences from the portal; you confirm, price and pass the order to your partner, with commission tracked.
Every new agency starts with 14 days of Business, everything switched on. Pricing on request — invoiced monthly or yearly.
Straight answers
Does the AI send messages on its own?
Only if you switch it on. By default every draft waits for an agent to send, edit or regenerate it. Autopilot can be enabled for chosen channels and hours.
Can the AI get a price wrong?
It doesn't write prices. Your PMS returns the quote and its verdict, and the system puts the figures into the message and the offer. If the PMS can't price a stay, the draft says so instead of guessing.
Which PMS does it work with?
Epic PMS and the October CMS booking sites we build connect through our plugin. Any other system can connect by implementing the same signed REST contract — villas, quotes, search, guests and reservations.
Where do guests book?
On your website, through your own booking flow. The offer's Book button carries a signed price and the original tracking parameters, so attribution and payment stay with you.
How do agents log in?
With the same credentials they use in your CMS — Concierge checks them against it. Owners and managers get their own logins and roles.
How is guest data handled?
Each agency works in its own separated workspace. Consent is recorded per guest, every AI draft is logged, and the PMS secret is stored encrypted.