Data and signals
Reservations, Customer 360, segments, Revenue, events, experiences, F&B, and B2B opportunities.
HOTELGEX ENGAGE · AI CRM & GUEST ENGAGEMENT
From having customer data to knowing what to communicate, to whom, and when.
HotelGEX Engage turns Customer 360, Journey, Revenue, Events, F&B, Groups & Events, and Decisioning into explainable communication opportunities. AI helps detect, prioritize, and draft; the hotel retains control over consent, frequency, approval, and delivery.
The hotel’s own SMTPPolicy before sendingHuman approval
Customer 360JourneyRevenueEventsF&BGroups
OPPORTUNITY FEEDEngageAI COPILOT
Campaign draft
PROPOSED SUBJECTA new reason to return to {{hotel_name}}
AI prepares the message using only available facts and content. You review it before approval.
Audience ✓Policy ✓Review →
DATA → OPPORTUNITY → CAMPAIGN → OUTCOME
Engage does not start by writing an email.
It starts by understanding why communication is worthwhile.
The engine brings together facts and opportunities from different modules, builds a candidate audience, and runs it through communication rules before preparing the message.
Opportunity Feed
HotelGEX turns compatible facts into traceable opportunities without treating them as permission to send.
Engage Copilot
AI helps organize opportunities and proposes the approach, audience, and message using real context.
Policy + Pressure
Consent, purpose, channel, and commercial pressure are reviewed before any send.
Campaign / Automation
The team approves. The email is sent exclusively through the SMTP configured by the hotel itself.
Observed outcome
Verified sends, interactions, and conversions can flow back into Customer 360 and inform learning.
OPPORTUNITY FEED · CROSS-MODULE
The rest of HotelGEX can tell Engage:
«There is something that deserves your attention.»
Engage does not copy the modules. It consumes verified opportunities and preserves their origin.
JOURNEY27 arrivalsNext 7 days
REVENUEDemand to activateDates with opportunity
CUSTOMER 36084 win-backsNo upcoming stay
HOTELGEXOpportunity
FeedFACTS, NOT PERMISSIONS
FeedFACTS, NOT PERMISSIONS
EVENTS / EXPERIENCESActive agendaVerified content
F&BFeatured productsReal Catalog
Groups & EventsOpen LeadsB2B Follow-up
The numbers are visual examples. In real HotelGEX, each counter comes exclusively from observed hotel data.
ENGAGE COPILOT
AI reduces the work involved in preparing a campaign without taking away your control.
The team can start from an opportunity or an objective. Engage Copilot helps turn it into a coherent, editable campaign.
OBJECTIVE
“I want to generate bookings for October among former guests who do not have an upcoming stay.”
Engage analyzes the available context…
→
AI PROPOSAL
Audience
Observed win-back + Commercial Policy.
Message
Subject line, preheader, body, and CTA are editable.
Timing
Contextual recommendation; the hotel decides.
Guardrails
Pressure Control + consent + own SMTP.
AUTOMATION & JOURNEY BUILDER
Automate repetitive moments. Not blind decisions.
Automations are activated once reviewed by the hotel and, during each execution, recheck Policy and eligibility.
TRIGGER7 days before arrival
→
AUDIENCEObserved bookings
→
POLICYPermitted purpose
→
PRESSURECorrect frequency
→
EMAILHotel SMTP
Pre-arrival · 7 daysPre-arrival · 2 daysPost-stay · +1 dayWin-backSegment entry
COMMUNICATION POLICY
AI can draft.
It cannot grant permission to send.
Engage separates those who may be relevant from those who can actually receive a communication.
Type of communication
Service, transactional, commercial, and B2B communications maintain distinct purposes.
Consent
Unknown consent never equals commercial consent.
Pressure Control
Prevents the same customer from being overwhelmed by too many proactive communications.
Customer SMTP
Engage sends exclusively through the SMTP server configured by each hotel.
ONE ENGINE · MANY MOMENTS
From welcoming guests to reactivating a business relationship.
PRE-ARRIVAL
Before arrival
Useful information, stay preparation, services, and contextualized opportunities.
POST-STAY
After departure
Thanks, continuity, review, and the post-stay relationship.
WIN-BACK
Reactivation
Guests without an upcoming stay, always subject to Commercial Policy.
NEWSLETTER
Relevant content
Events, experiences, news, and the hotel’s actual offers.
REVENUE
Activate demand
Revenue can publish an opportunity; Engage prepares the communication. Revenue never sends on its own.
B2B
Groups & Events
Commercial follow-up of leads and opportunities using shared communication infrastructure.
AUDIENCE BUILDER · CANDIDATE ≠ ELIGIBLE
AI can help identify who might be interested in something.
Policy decides who can receive it.
Engage keeps the candidate audience, eligibility, and delivery separate. This prevents useful segmentation from becoming contact permission.
E.g., customers without an upcoming stay, future arrivals, or open B2B contacts.
84 candidatesEngage Copilot helps interpret relevance and suggests the approach.
Enriched contextUnknown does not become commercial consent.
52 eligiblePrevents over-communication when multiple campaigns or opportunities exist.
47 readySent through the hotel’s SMTP, with recipient-level traceability.
47 recipientsThe numbers are illustrative. In production, HotelGEX uses only counts and statuses observed in the active tenant.
CHANNEL ARCHITECTURE
One intelligence layer for multiple relationship touchpoints.
Email is Engage’s first operational channel. The architecture is ready to incorporate other channels while maintaining the same audience, Policy, and learning engine.
HOTELGEX ENGAGEAudience + Policy + AISHARED CONTEXT
EMAILOperational nowHotel SMTP
WHATSAPPArchitecture readyFuture capability / provider
SMSArchitecture readyFuture capability / provider
PUSHArchitecture readyFuture capability
JOURNEYConnected contextLanding page / stay communication
CONCIERGEConnected contextConversation, not mass sending
MEASUREMENT & ATTRIBUTION
Measuring more does not mean over-attributing.
Engage can record the journey of a communication and connect it to observed outcomes, while keeping interaction, conversion, and attribution separate.
Technical status by recipient when supported by the provider.
Observed interaction signals; they do not equal a purchase.
Commercial outcome only when linkable evidence exists.
Displayed only when the attribution rule and evidence are sufficient.
CampaignHotelGEX Engage
→InteractionObserved
→ConversionVerified
≠Automatic causalityNot assumed
THIS IS NOT ANOTHER MARKETING EMAIL
Engage does not start with a list.
It starts with the hotel context.
The difference is that recipients, timing, and content can come from the same intelligence that already understands the stay, the customer, and the operation.
List → template → send
- Segments built separately.
- Content disconnected from the Journey.
- Events and products copied manually.
- Revenue and campaigns operate in different tools.
- Commercial pressure is usually reviewed afterward.
VS
Context → opportunity → Policy → communication
- Shared Customer 360 and segments.
- Journey and stay timing observed.
- Content from a verified catalog.
- Revenue can publish demand opportunities.
- Policy and Pressure Control before sending.
CAMPAIGN LIFECYCLE
AI prepares. The team validates. HotelGEX preserves the complete thread.
A campaign is not just the final email. Engage keeps the objective, audience, template, Policy, approval, recipients, and outcome within the same cycle.
01OBJECTIVEWhat we want to achieveE.g., reactivate customers, prepare for arrival, communicate the agenda.
→02AUDIENCEObserved candidatesSegment, reservations, Customer 360, or B2B source.
→03AIProposed messageSubject line, preheader, body, CTA, and editable rationale.
→04POLICYWho can receive itConsent, purpose, channel, and commercial pressure.
→05APPROVALHuman in controlThe campaign remains prepared until a person approves it.
→06DELIVERYHotel SMTPNo silent fallback to the global HotelGEX server.
→07OUTCOMEObserved resultInteraction and conversion only when evidence exists.
COMMUNICATION TIMELINE
Customer 360 can also remember how the hotel interacts with each customer.
Engage is designed so that communication is not a separate silo. Observed events can become part of the customer’s relationship history and provide future context.
12 SEPPRE-ARRIVALEmail sent
13 SEPINTERACTIONCTA opened
15 SEPSTAYRequest observed
18 SEPPOST-STAYThank-you message
+180 DAYSWIN-BACKFuture opportunity
Learning does not mean assuming causality.HotelGEX can observe what happened after a communication, but it does not automatically attribute a reservation or revenue to a campaign without sufficient evidence.
KEY QUESTIONS
What does adding Engage to HotelGEX really mean?
Does it replace Customer 360?
No. Customer 360 is the customer’s memory and context. Engage uses that context to prepare and execute governed communications.
Does it send campaigns automatically?
Not by default. AI can propose and prepare. Campaign and automation activation requires human review and approval.
Can it use Revenue?
Yes. Revenue can publish a demand opportunity. Engage turns it into a potential campaign without assuming an audience, consent, or price.
Can it use events and F&B?
Yes, when they exist as a verifiable catalog. Engage can incorporate them into content without inventing products or availability.
Which SMTP does it use?
The SMTP configured by the hotel itself. Engage does not silently use a global HotelGEX server for campaigns.
Does it work without other add-ons?
Yes. Engage is built on Core and gains additional context when Revenue, F&B, Groups & Events, or other modules are active.
A CROSS-FUNCTIONAL LAYER
Engage connects what HotelGEX knows with the relationship the hotel wants to build.
Customer 360Customer IntelligenceJourneyRevenueHotelGEX EngageF&BGroups & EventsGuest Revenue Engine
HOTELGEX ENGAGE
Less time preparing campaigns. More context for communicating better.
A cross-functional add-on for turning data, opportunities, and Journey moments into personalized, measurable, and governed communications.