Every inquiry captured, every reply sent by a person

Inbound mail is categorized first: leads and general questions get drafts, pricing requests and event orders wait for a person, spam stays out of the way. One structured extraction per inbound email pulls purpose, dates, room count, attendee count and budget range onto the lead. When the email does not say, the field stays empty. Lance does not invent values.

Each draft sits as pending until a person clicks Approve and Send, edits it and sends the edited version, or chooses Don't Send. The drafter never quotes rates, never promises availability and never agrees to terms: it thanks the prospect, answers what it can and asks for what your team still needs. If the prospect goes quiet, a follow-up is drafted after 3 days and a second one 7 days after that, queued the same way. That is the default; a hotel admin can switch follow-up delivery to Auto, and only then does a follow-up go out without a click.

Connect the sales mailbox with Microsoft sign-in and Lance reads inbound mail and sends approved replies from your own address, with read-and-send scopes only. Where the brand blocks mailbox connections, the hotel gets a Lance-managed address to CC instead, and your reps keep replying from their own mailboxes. The Outlook channel, the Lance address, AI drafting and follow-ups each have a per-hotel switch.

Event and group inquiries follow the questions you configure per property: date or date window, flexibility, guest count, room count, setup, food and beverage, AV, budget range and preferred contact. Add or remove questions in the dashboard. If a call arrives without context, the agent asks which property the caller means.

Fields are captured as the caller speaks, not only when the call ends. If someone hangs up early, a partial lead with a name and number is kept rather than nothing, and the email to your sales team flags what is missing. The lead appears in the sales inbox with the call and its transcript attached.

A caller who needs the front desk is transferred there: a real transfer on your phone system, not a callback. The front desk agent can hand a sales call to the sales agent mid-call with a short summary of what was already said, so the caller does not start over.

For each group or event arriving in the next 7 to 30 days, Lance generates a brief: group name, contact, arrival and departure, room count, attendee count, and sections your team can read in a minute. It is regenerated daily with a version number, and your own notes are kept apart from the generated text so they are not overwritten.

Final count, dietary information, AV confirmation, BEO signed, card authorization and rooming list. Each item carries a status (pending, confirmed, not applicable or deferred), a due date, and where the confirmation came from: an email, a call, or a person marking it by hand. A completion percentage per group shows what is still open.

Offer templates per hotel (breakfast, meeting space, group dinner, room upgrade, an amenity, or your own) carry a minimum room count, a window of days before arrival, and a switch that requires manager approval before sending. Every offer made to a group is tracked as a campaign: pending, sent, accepted, declined or expired.

The recap is off unless the hotel turns it on, and even then the agent asks before anything is sent. The yes is recorded in the transcript. No yes, no text.

The text goes out from the hotel's own number. Every opt-in and opt-out is written to an append-only consent ledger per hotel and per phone number, and STOP is honored automatically. The record is there if a carrier or a brand asks.

The text sits on the call log next to the transcript, and the call is linked to the lead in the sales inbox, so the person who follows up sees what was captured and what the caller was told.

Active email conversations, drafts pending approval, groups arriving in the next 7 days with their room counts and arrival dates, and events in the same window with attendee counts. It is built from the hotel's own Lance data at send time. When sales is quiet, the briefing says so instead of padding.

A general manager sees the sales inbox, the call logs, work orders and the room board in one dashboard, without asking each department for a status. Sales calls have their own list, each linked to its lead, transcript included.

The briefing goes to the supervisors you list, at a per-hotel send time (8:30 by default) with a per-hotel switch. It is being rolled out property by property; ask us where your hotel is on the list.