# Lodgestory

> Omnichannel customer communication platform — unify WhatsApp, Instagram, Email, SMS, Voice, and Web chat in one inbox. Build bots, automate workflows, and deliver exceptional customer experiences.

Lodgestory by Inboxcentral helps businesses automate customer engagement with AI agents, no-code bot journeys, unified ticketing, and multichannel campaigns across WhatsApp, Instagram, Facebook Messenger, Email, SMS, Voice, and Web chat.

## Documentation

Full product documentation, guides, and API reference are at https://docs.lodgestory.com.

- [Documentation home](https://docs.lodgestory.com): Browse product guides for Lodgestory CRM, Lodgestory Voice, and Content Studio.
- [llms.txt for documentation](https://docs.lodgestory.com/llms.txt): Structured AI-friendly index of every documentation page.
- [API Reference](https://docs.lodgestory.com/reference): Public partner API — JWT auth, full endpoint catalogue.
- [Lodgestory CRM overview](https://docs.lodgestory.com/docs/lodgestory-crm-overview): Unified inbox for WhatsApp, Instagram, Messenger, Email, Web Chat, and voice.
- [Lodgestory Voice overview](https://docs.lodgestory.com/docs/lodgestory-voice-overview): Phone numbers, voice menus, agent softphones, recording, voicemail, outbound campaigns.
- [Content Studio overview](https://docs.lodgestory.com/docs/content-studio-overview): AI workstation for SEO blogs, hero images, and avatar videos.
- [Bot Journeys](https://docs.lodgestory.com/docs/bot-journey): Visual builder for automated conversations across every channel.
- [AI Voice Agents](https://docs.lodgestory.com/docs/ai-voice-agents): AI personas that answer phone calls in a natural voice with knowledge and tools.
- [Web Chat widget](https://docs.lodgestory.com/docs/web-chat): Drop a branded chat widget on any website.
- [Connections](https://docs.lodgestory.com/docs/connections): Connect WhatsApp, Instagram, Messenger, Email, or Web Chat.

## MCP Server — AI Assistant Access

Lodgestory runs a remote MCP (Model Context Protocol) server so AI assistants like Claude and ChatGPT can act inside your Lodgestory workspace on your behalf. Add the endpoint https://api.lodgestory.com/mcp as a custom connector and sign in with your Lodgestory account (OAuth 2.1 — no API keys). Available tools cover voice (call logs, recordings, transcripts, click-to-call), chat assignments, contacts & teams, channels & WhatsApp templates, messaging, and reports — every action scoped to your organisation and your role.

- [MCP / AI Assistants](https://lodgestory.com/features/mcp): Use Lodgestory from Claude & ChatGPT via the Model Context Protocol.

## Blog Posts

- [Top 11 Customer Feedback Tools for 2026 — and How Lodgestory Leads the Next CX Wave](https://lodgestory.com/resources/blog/best-customer-feedback-tools-2025-lodgestory): A comprehensive 2025 guide to the best customer feedback tools, exploring how platforms like Lodgestory unify omnichannel feedback, sentiment analysis, and AI automation to turn customer insights into growth.
- [11 Advanced Instagram Strategies to Grow Your Business with Lodgestory](https://lodgestory.com/resources/blog/instagram-marketing-strategies-business-growth-lodgestory): Discover 11 advanced Instagram marketing strategies enhanced by Lodgestory’s AI, CRM, and omnichannel automation tools to grow engagement, conversions, and brand visibility.
- [11 Best Conversational AI Platforms for 2026 — The Lodgestory Perspective on Intelligent Engagement](https://lodgestory.com/resources/blog/best-conversational-ai-platforms-2025-lodgestory-perspective): This in-depth analysis explores 11 leading conversational AI platforms for 2025, including why Lodgestory stands out with unified omnichannel communication, AI agents, and intelligent automation.
- [The 11 Most Powerful AI Chatbots for Customer Service in 2026 — The Lodgestory Perspective](https://lodgestory.com/resources/blog/best-ai-chatbots-customer-service-2025-lodgestory-perspective): Discover the top 11 AI chatbots redefining customer service in 2025, with Lodgestory leading the unified omnichannel revolution that merges text, voice, CRM, and automation.
- [10 Innovative Ways Businesses Use AI in Social Media — The Lodgestory Perspective](https://lodgestory.com/resources/blog/10-ways-ai-social-media-lodgestory-perspective): Explore 10 actionable ways businesses use AI to elevate their social media presence — from real-time listening to voice engagement — powered by Lodgestory’s omnichannel platform.
- [10 Types of Customer Feedback — A Practical Framework to Turn Noise into Insight](https://lodgestory.com/resources/blog/10-types-customer-feedback-framework-insight-lodgestory): Discover how to classify 10 types of customer feedback and use Lodgestory’s omnichannel AI tools to turn fragmented data into actionable insights that drive satisfaction and growth.
- [15 Essential Contact Center Metrics to Track in 2026 — The Lodgestory Perspective](https://lodgestory.com/resources/blog/contact-center-metrics-lodgestory-2026): Learn the 15 essential contact center metrics to track in 2026 from Lodgestory’s perspective — complete with formulas, interpretations, and how AI automates performance improvement.
- [10 Security Best Practices for Social Media Teams in 2026 — A Lodgestory Guide](https://lodgestory.com/resources/blog/social-media-security-best-practices-lodgestory-guide): Learn how to keep brand accounts secure across WhatsApp, Instagram, and other channels with Lodgestory’s unified security features. Explore 10 actionable best practices for digital risk prevention and compliance.
- [The Essential 2026 Social Media Statistics Every Brand Should Know — and How Lodgestory Helps You Act on Them](https://lodgestory.com/resources/blog/social-media-statistics-2025-lodgestory): A comprehensive look at over 100 key social media statistics for 2025, featuring platform insights and how Lodgestory’s omnichannel automation tools help marketers translate engagement into measurable business growth.
- [10 AI Writing Prompts to Supercharge Content Marketing with Lodgestory](https://lodgestory.com/resources/blog/ai-writing-prompts-content-marketing-lodgestory): This post explores how AI writing prompts, when used strategically with Lodgestory’s AI Agents and Content Studio, can accelerate content creation, improve engagement, and unify omnichannel marketing workflows.
- [WhatsApp Username Policy 2026: Privacy, Business & Safety Guide](https://lodgestory.com/resources/blog/whatsapp-username-policy-2026): whatsapp-username-policy-2026
- [A/B Testing Reimagined: Turning Automated Email Resends into Experiments with Lodgestory](https://lodgestory.com/resources/blog/ab-testing-reimagined-automated-email-resends-lodgestory): Lodgestory transforms automated resends into structured A/B experiments, enabling marketers to test subject lines, timing, and content while tracking performance in real time. By merging automation, analytics, and AI, brands can turn non-openers into continuous learning opportunities.
- [How to Use AI Chatbots to Qualify Leads in Instagram or WhatsApp DMs](https://lodgestory.com/resources/blog/ai-chatbots-qualify-leads-instagram-whatsapp): Learn how to use AI chatbots in Instagram and WhatsApp DMs for instant lead qualification, CRM integration, and automated follow-ups with Lodgestory.
- [From Agency to SaaS: A Step‑by‑Step Roadmap for Founders Transitioning to Recurring Revenue](https://lodgestory.com/resources/blog/from-agency-to-saas-step-by-step-roadmap-for-founders-transitioning-to-recurring-revenue): Agencies are evolving into SaaS companies to build scalable recurring revenue. This roadmap outlines key steps—identifying repeatable workflows, validating with clients, funding strategically, and using Lodgestory to build and scale efficient SaaS systems.
- [Personalization at Scale: Using CRM Data to Power Smarter Marketing Automation](https://lodgestory.com/resources/blog/personalization-scale-crm-data-power-smarter-marketing-automation): Explore how Lodgestory’s unified CRM and automation tools enable hyper-personalized, multi-channel marketing experiences that scale effortlessly while staying deeply human.
- [Redefining Voice Engagement: How Lodgestory’s AI Call Agents Transform Inbound and Outbound Conversations](https://lodgestory.com/resources/blog/lodgestory-ai-call-agents-transform-inbound-outbound-conversations): Lodgestory’s AI Call Agents transform inbound and outbound calls through intelligent voice automation, natural dialogues, and CRM sync, delivering 24/7 call handling that scales effortlessly across industries.
- [5 Foundational Mistakes Small Businesses Make—and How Lodgestory Helps You Avoid Them](https://lodgestory.com/resources/blog/5-small-business-mistakes-how-lodgestory-helps): Learn the five most common startup mistakes — from skipping planning to ignoring marketing — and discover how Lodgestory helps founders automate, plan, and scale smarter from day one.
- [How to Use Quick Reply Buttons in Messenger and Instagram DMs with Lodgestory](https://lodgestory.com/resources/blog/use-quick-reply-buttons-messenger-instagram-lodgestory): Learn how to use Lodgestory’s quick reply buttons on Messenger and Instagram DMs to streamline engagement, automate responses, and guide customers efficiently.
- [Omnichannel or CX Platform? How to Choose the Right System for Modern Customer Service](https://lodgestory.com/resources/blog/omnichannel-or-cx-platform-how-to-choose-right-system-modern-customer-service): Modern customer service demands more than ticket resolution — it requires omnichannel intelligence. This guide compares help desks and CX suites, showing how Lodgestory unifies both for scalable, AI-powered engagement.
- [10 Best WhatsApp Chatbots Transforming Indian Businesses in 2025 — The Lodgestory Perspective](https://lodgestory.com/resources/blog/best-whatsapp-chatbots-india-2025-lodgestory): This updated 2025 analysis explores the top WhatsApp chatbot implementations in India, revealing how Lodgestory’s AI and omnichannel tools empower insurers, retailers, and public services to automate and personalize customer interactions.
- [Lodgestory Voice vs Tata Tele SmartFlo: The Complete 2026 Comparison for Indian Businesses](https://lodgestory.com/resources/blog/understanding-not-acceptable-http-406-web-security-lodgestory): A deep exploration into what “Not Acceptable” and suspicious request blocks actually mean, why they occur, and how Lodgestory helps businesses balance digital security with seamless customer experience.
- [The Best Digital Solutions Powering Business Transformation in 2026](https://lodgestory.com/resources/blog/best-digital-solutions-business-transformation-2026): A deep exploration of how the cloud, AI communication, and secure connectivity are driving full-scale business transformation in 2026 — and how Lodgestory unites them into one platform.
- [10 Proven Social Media Engagement Strategies for Businesses Using Lodgestory](https://lodgestory.com/resources/blog/social-media-engagement-strategies-lodgestory): Discover 10 data-driven social media engagement strategies powered by Lodgestory’s unified omnichannel and AI automation suite for modern brands.
- [10 Ways Social Media Is Transforming Business in 2025 — The Lodgestory Perspective](https://lodgestory.com/resources/blog/social-media-impact-business-2025-lodgestory-perspective): In 2025, social media is redefining how businesses sell, serve, and communicate. This blog explores 10 key impacts and how Lodgestory’s omnichannel platform turns social engagement into business growth.
- [12 Real-Time Customer Experience Metrics That Drive Action with Lodgestory](https://lodgestory.com/resources/blog/real-time-customer-experience-metrics-lodgestory): Learn the 12 essential real-time metrics that define modern customer experience and how Lodgestory’s omnichannel intelligence helps businesses capture, analyze, and act instantly.
- [Top 10 Customer Service Software for 2026: Lodgestory’s Definitive Guide to the New CX Era](https://lodgestory.com/resources/blog/top-10-customer-service-software-2025-lodgestory-guide): A comprehensive 2025 overview of the leading customer service software solutions, highlighting Lodgestory as an all-in-one AI-driven platform that unites communication, automation, and intelligence for modern customer experience.
- [The 11 Best Campaign Management Tools for 2026 — And Why Lodgestory Leads the Way](https://lodgestory.com/resources/blog/best-campaign-management-tools-2025-lodgestory): Explore the 11 best campaign management tools for 2025 and why Lodgestory leads the pack with unified omnichannel automation, AI agents, and real-time analytics.
- [Top 13 Call Center Platforms of 2026 — And Why Lodgestory Leads the Future of Omnichannel Voice](https://lodgestory.com/resources/blog/best-call-center-software-2025-lodgestory-comparison): A 2025 guide comparing 13 top call center platforms, highlighting how Lodgestory leads with unified voice, AI automation, and omnichannel communication.
- [Contact Center CRM Reinvented: How Lodgestory Unifies Conversations, AI, and Customer Intelligence](https://lodgestory.com/resources/blog/contact-center-crm-lodgestory-unified-conversations-ai-customer-intelligence): Lodgestory reimagines the Contact Center CRM as an omnichannel AI platform that unifies all customer touchpoints, automates interactions, and delivers data-driven insights. It enables organizations to handle queries faster, improve satisfaction, and scale support intelligently.
- [Understanding Average Speed of Answer (ASA): How Lodgestory Optimizes Customer Response Times](https://lodgestory.com/resources/blog/average-speed-of-answer-lodgestory-guide): Average Speed of Answer (ASA) measures how quickly customer interactions are picked up across channels. This guide explains how Lodgestory’s AI, IVR, and routing tools help businesses lower ASA, boost SLA performance, and improve customer experience.
- [WhatsApp Business API for Customer Support: How Lodgestory Elevates Service Speed, Trust, and Engagement](https://lodgestory.com/resources/blog/whatsapp-business-api-customer-support-lodgestory): Discover how Lodgestory’s WhatsApp Business API integration transforms customer service into a frictionless, AI‑driven experience — improving speed, trust, and engagement.
- [Call Center Quality Management Reimagined: How Lodgestory Elevates Voice and Omnichannel Excellence](https://lodgestory.com/resources/blog/call-center-quality-management-lodgestory-guide): Call center quality management has evolved into a strategic, AI-driven discipline. Lodgestory’s omnichannel platform combines voice analytics, real-time monitoring, and AI coaching tools to enhance customer experience, agent performance, and compliance.
- [Modern Call Center Management: How Lodgestory Transforms Voice Operations into Omnichannel Excellence](https://lodgestory.com/resources/blog/what-is-call-center-management-lodgestory-guide): Call center management now revolves around intelligent, omnichannel coordination. Learn how Lodgestory unifies voice, chat, and AI to elevate efficiency and customer satisfaction across channels.
- [Understanding and Reducing Average Hold Time: How Lodgestory Makes Voice Support Faster and Smarter](https://lodgestory.com/resources/blog/understanding-average-hold-time-lodgestory): This blog explores the importance of Average Hold Time in modern omnichannel contact centers and explains how Lodgestory’s AI‑powered voice, IVR, and unified CRM tools help businesses reduce delays, improve customer satisfaction, and enhance efficiency.
- [Customer Self‑Service in the AI Era: How Lodgestory Empowers Customers and Elevates Efficiency](https://lodgestory.com/resources/blog/customer-self-service-lodgestory-ai-era): Lodgestory reimagines customer self‑service through AI agents, omnichannel automation, and dynamic knowledge bases, enabling faster resolutions, richer personalization, and seamless 24/7 support. This article explores the principles, benefits, and practical examples of modern self‑service powered by Lodgestory.
- [Smart Call Routing with Lodgestory: Meaning, Methods, and Best Practices for Omnichannel Success](https://lodgestory.com/resources/blog/smart-call-routing-lodgestory-meaning-methods-best-practices): Discover how Lodgestory’s intelligent call routing transforms inbound voice management with AI-driven ACD, IVR, and data-driven logic to enhance efficiency and customer satisfaction.
- [Customer Service Management in 2026: How Lodgestory Transforms Support into a Growth Engine](https://lodgestory.com/resources/blog/customer-service-management-lodgestory-2026-guide): Customer Service Management (CSM) is the strategic management of customer interactions across every channel to improve satisfaction, speed, and loyalty. Lodgestory transforms CSM through AI automation, omnichannel integration, and analytics, helping businesses evolve support into a growth engine.
- [What Is Call Time? Understanding, Measuring, and Optimizing Voice Efficiency with Lodgestory](https://lodgestory.com/resources/blog/what-is-call-time-lodgestory-voice-efficiency): Call time measures the total duration an agent spends handling a voice call, including talk, hold, and wrap-up time. Learn how Lodgestory helps businesses understand, optimize, and balance efficiency with empathy through AI-driven voice automation.
- [What Is Ticket Management? How Lodgestory Transforms Customer Support Efficiency](https://lodgestory.com/resources/blog/what-is-ticket-management-lodgestory-customer-support-efficiency): Ticket management centralizes and automates customer issue handling across all communication channels. Lodgestory enhances this process with AI-driven routing, SLA tracking, and omnichannel visibility for faster, smarter resolutions.
- [Mastering First Call Resolution (FCR): How Lodgestory Helps Businesses Resolve Customer Issues Faster, Smarter, and at Scale](https://lodgestory.com/resources/blog/mastering-first-call-resolution-lodgestory): First Call Resolution (FCR) measures an organization's ability to resolve customer issues in their first interaction. This blog explores how Lodgestory’s omnichannel platform and AI tools help businesses improve FCR, boost satisfaction, and cut costs.
- [Understanding First Response Time (FRT): The Core of Faster, Smarter Customer Service with Lodgestory](https://lodgestory.com/resources/blog/understanding-first-response-time-lodgestory): First Response Time (FRT) is the key metric that measures how quickly businesses respond to customers. With Lodgestory, you can reduce FRT via AI agents, unified inboxes, and SLA-based automation to deliver faster, smarter responses.
- [What Is Call Disposition — And How Lodgestory Turns Every Call Into Actionable Intelligence](https://lodgestory.com/resources/blog/what-is-call-disposition-lodgestory): Call disposition turns every customer call into structured data. With Lodgestory’s AI-driven omnichannel suite, businesses can automate, analyze, and act on call outcomes for faster, smarter service.
- [What Is Call Resolution? The New Standard for Omnichannel Customer Experience with Lodgestory](https://lodgestory.com/resources/blog/what-is-call-resolution-omnichannel-experience-lodgestory): Call resolution — the ability to solve customer issues during the first interaction — is a defining metric for modern support teams. Learn how Lodgestory helps businesses raise their First Call Resolution with AI agents, omnichannel routing, and real-time analytics.
- [What Is Call Barging and How Lodgestory Is Redefining Voice Supervision in Omnichannel Customer Experience](https://lodgestory.com/resources/blog/what-is-call-barging-lodgestory-voice-supervision): Lodgestory’s call barging feature lets supervisors monitor, whisper, or join live customer calls in real time, improving training, quality assurance, and resolution speed across omnichannel operations.
- [Understanding Average Time in Queue (ATiQ): How Lodgestory Reduces Customer Waits and Elevates Contact Center Efficiency](https://lodgestory.com/resources/blog/what-is-average-time-in-queue-lodgestory): Average Time in Queue (ATiQ) measures how long customers wait before an agent responds. Lodgestory helps companies cut ATiQ through unified voice, routing intelligence, and AI‑driven automation, improving both satisfaction and cost efficiency.
- [Understanding and Reducing Average Resolution Time (ART) with Lodgestory](https://lodgestory.com/resources/blog/average-resolution-time-lodgestory): Average Resolution Time (ART) reflects how efficiently support teams resolve customer issues across channels. Lodgestory helps businesses lower ART using AI agents, SLA-driven ticketing, and omnichannel automation.
- [Understanding Average Handling Time (AHT): How Lodgestory Helps Businesses Optimize Efficiency and CX](https://lodgestory.com/resources/blog/what-is-average-handling-time-lodgestory): Average Handling Time (AHT) measures how long it takes for customer interactions to be initiated, handled, and resolved. This article explains how Lodgestory’s omnichannel tools and AI automation help businesses measure, reduce, and optimize AHT without compromising customer experience.
- [What Is a Support Request? The Building Block of Modern Customer Experience](https://lodgestory.com/resources/blog/what-is-a-support-request-modern-customer-experience): A support request is a structured, trackable customer query seeking help or information across any channel. Lodgestory unifies, prioritizes, and automates these requests to improve resolution speed, reduce cost, and enhance satisfaction.
- [Assign Ticket in Omnichannel Support: How Lodgestory Automates Ownership and Resolution](https://lodgestory.com/resources/blog/assign-ticket-omnichannel-support-lodgestory-automates-ownership-resolution): Learn how Lodgestory automates ticket assignment across WhatsApp, Email, and Voice channels using AI, skill-based routing, and SLA tracking to boost speed and accountability.
- [What Is a Service Desk — and How Lodgestory Is Redefining It for Modern CX](https://lodgestory.com/resources/blog/what-is-a-service-desk-lodgestory-redefining-modern-cx): Lodgestory redefines the modern service desk as an omnichannel, AI-driven workspace that automates issue resolution, enhances SLA compliance, and creates unified customer experiences across every channel.

## Comparisons

- [Lodgestory vs Intercom](https://lodgestory.com/compare/intercom-alternative): Compare Lodgestory and Intercom side-by-side. Native WhatsApp API, free tier, built-in IVR, and India telephony — at a fraction of the cost.
- [Lodgestory vs Zendesk](https://lodgestory.com/compare/zendesk-alternative): Compare Lodgestory and Zendesk side-by-side. Unified platform with WhatsApp broadcast, no-code bots, and AI agents included — no add-on pricing.
- [Lodgestory vs Freshdesk](https://lodgestory.com/compare/freshdesk-alternative): Compare Lodgestory and Freshdesk. One unified platform vs fragmented Freshworks products — WhatsApp, voice, bots, and ticketing in a single workspace.
- [Lodgestory vs Twilio](https://lodgestory.com/compare/twilio-alternative): Compare Lodgestory and Twilio. Ready-to-use agent workspace with no-code bots vs raw APIs that require months of development.
- [Lodgestory vs respond.io](https://lodgestory.com/compare/respond-io-alternative): Compare Lodgestory and respond.io. Voice/IVR, full ticketing, CSAT surveys, and social monitoring — everything respond.io is missing.
- [Lodgestory vs Front](https://lodgestory.com/compare/front-alternative): Compare Lodgestory and Front. WhatsApp Business API, visual bot builder, AI agents, and broadcast campaigns — beyond shared inbox.
- [Lodgestory vs Wati](https://lodgestory.com/compare/wati-alternative): Looking for a Wati alternative? Lodgestory unifies WhatsApp, Instagram, email, SMS, and voice in one inbox — with AI agents and full telephony. Book a demo.
- [Lodgestory vs AiSensy](https://lodgestory.com/compare/aisensy-alternative): Outgrown WhatsApp-only marketing? Lodgestory unifies WhatsApp, Instagram, email, SMS & voice in one inbox — with AI agents and ticketing. Book a demo.

## Glossary

- [Agent Handoff](https://lodgestory.com/resources/glossary/agent-handoff): Agent handoff is the process of transferring an automated conversation — managed by a chatbot or AI agent — to a live human agent when the query exceeds the bot's capabilities or when the customer requests human assistance.
- [API Key](https://lodgestory.com/resources/glossary/api-key): An API key is a unique alphanumeric string that identifies and authenticates an application or user making requests to an API. It acts as a simple credential for controlling access and tracking usage.
- [Bounce Rate](https://lodgestory.com/resources/glossary/bounce-rate): Bounce rate is the percentage of sent messages — email or SMS — that are returned (bounced) because they could not be delivered to the recipient's inbox or device.
- [Broadcast Campaign](https://lodgestory.com/resources/glossary/broadcast-campaign): A broadcast campaign is a one-to-many message sent to a targeted list of contacts across channels like WhatsApp, Email, or SMS. Broadcasts are used for marketing promotions, product updates, event announcements, and transactional notifications.
- [BSP (Business Solution Provider)](https://lodgestory.com/resources/glossary/bsp): A Business Solution Provider (BSP) is a company authorised by Meta to provide businesses with access to the WhatsApp Business API. BSPs handle API hosting, message template approvals, technical support, and compliance management.
- [CDP (Customer Data Platform)](https://lodgestory.com/resources/glossary/cdp): A Customer Data Platform (CDP) is software that collects, unifies, and activates customer data from multiple touchpoints — website, app, CRM, support tickets, messaging — into a single, persistent customer profile.
- [CES (Customer Effort Score)](https://lodgestory.com/resources/glossary/ces): Customer Effort Score (CES) is a customer satisfaction metric that measures the ease of a customer's interaction with a company. It typically asks: 'How easy was it to handle your request?' on a scale of 1–7.
- [Chat Transfer](https://lodgestory.com/resources/glossary/chat-transfer): Chat transfer is the action of reassigning a live conversation from one agent, team, or department to another. It can be warm (with introduction and context handoff) or cold (direct reassignment).
- [Click-to-Call](https://lodgestory.com/resources/glossary/click-to-call): Click-to-call is a feature that allows customers to initiate a phone call with a business by clicking a button on a website, app, or message. The call can be routed through VoIP, SIP, or traditional telephony.
- [Collision Detection](https://lodgestory.com/resources/glossary/collision-detection): Collision detection is a feature that alerts agents when another team member is viewing or typing in the same conversation. It prevents duplicate or conflicting responses to the same customer.
- [Conversation Routing](https://lodgestory.com/resources/glossary/conversation-routing): Conversation routing is the automated process of assigning incoming customer conversations to specific agents, teams, or queues based on predefined rules such as skills, availability, language, channel, or priority.
- [CRM (Customer Relationship Management)](https://lodgestory.com/resources/glossary/crm): Customer Relationship Management (CRM) is a category of software that helps businesses manage customer interactions, track sales pipelines, store contact information, and analyse customer data across the entire relationship lifecycle.
- [CSAT (Customer Satisfaction Score)](https://lodgestory.com/resources/glossary/csat): Customer Satisfaction Score (CSAT) is a metric that measures how satisfied a customer is with a specific interaction, product, or service. It is typically measured by asking 'How satisfied were you?' on a scale of 1–5.
- [DLT (Distributed Ledger Technology for SMS)](https://lodgestory.com/resources/glossary/dlt): In the context of Indian telecommunications, DLT (Distributed Ledger Technology) refers to the TRAI-mandated blockchain-based platform where businesses must register their entity, sender IDs, and SMS templates before sending commercial messages.
- [Escalation Rules](https://lodgestory.com/resources/glossary/escalation-rules): Escalation rules are automated conditions that trigger actions — such as reassigning a conversation, notifying a manager, or changing priority — when predefined thresholds are breached, typically related to response time or resolution time SLAs.
- [Green Tick Verification](https://lodgestory.com/resources/glossary/green-tick-verification): Green tick verification is the official business verification badge displayed next to a company's name in WhatsApp. It confirms that the account belongs to a legitimate, verified business entity.
- [HIPAA](https://lodgestory.com/resources/glossary/hipaa): HIPAA (Health Insurance Portability and Accountability Act) is a US federal law that establishes standards for protecting sensitive patient health information (PHI) from disclosure without patient consent.
- [IVR (Interactive Voice Response)](https://lodgestory.com/resources/glossary/ivr): Interactive Voice Response (IVR) is an automated telephony system that interacts with callers through pre-recorded voice menus and keypad or voice input. It routes calls to the appropriate department or provides self-service options without human intervention.
- [Knowledge Base](https://lodgestory.com/resources/glossary/knowledge-base): A knowledge base is a centralised repository of structured information — articles, FAQs, product documentation, policies — that serves as a reference for customer support agents and as training data for AI-powered chatbots.
- [NPS (Net Promoter Score)](https://lodgestory.com/resources/glossary/nps): Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of customers recommending a company to others. It asks: 'How likely are you to recommend us?' on a scale of 0–10.
- [Omnichannel](https://lodgestory.com/resources/glossary/omnichannel): Omnichannel is a customer communication strategy that provides a seamless, consistent experience across all channels — WhatsApp, email, phone, social media, chat — with full context preserved as customers switch between them.
- [Opt-In](https://lodgestory.com/resources/glossary/opt-in): Opt-in is the explicit consent given by a customer to receive communications from a business. It is a legal requirement for most messaging channels, including WhatsApp Business, SMS, and marketing emails.
- [Promotional SMS](https://lodgestory.com/resources/glossary/promotional-sms): Promotional SMS are text messages sent for marketing purposes — offers, discounts, product launches, event invitations. In India, TRAI regulations restrict promotional SMS to specific time windows (9 AM–9 PM) and require DLT registration.
- [PSTN (Public Switched Telephone Network)](https://lodgestory.com/resources/glossary/pstn): The Public Switched Telephone Network (PSTN) is the traditional global telephone network that uses circuit-switched connections to carry voice calls. It includes landlines and legacy mobile networks.
- [REST API](https://lodgestory.com/resources/glossary/rest-api): REST (Representational State Transfer) API is an architectural style for designing networked applications. RESTful APIs use standard HTTP methods (GET, POST, PUT, DELETE) to perform operations on resources identified by URLs.
- [Round-Robin Routing](https://lodgestory.com/resources/glossary/round-robin-routing): Round-robin routing is a conversation assignment strategy that distributes incoming conversations to agents in sequential rotation, ensuring equal workload distribution across the team.
- [SDK (Software Development Kit)](https://lodgestory.com/resources/glossary/sdk): A Software Development Kit (SDK) is a package of tools, libraries, documentation, and code samples that developers use to build applications on or integrate with a specific platform or service.
- [Sender ID](https://lodgestory.com/resources/glossary/sender-id): Sender ID is the alphanumeric name or phone number that appears as the sender when an SMS message is received. In India, sender IDs are regulated by TRAI and must be registered through the DLT platform.
- [SIP (Session Initiation Protocol)](https://lodgestory.com/resources/glossary/sip): Session Initiation Protocol (SIP) is a signalling protocol used for initiating, maintaining, and terminating real-time voice, video, and messaging sessions over IP networks. It is the foundation of most modern VoIP systems.
- [SIP Trunking](https://lodgestory.com/resources/glossary/sip-trunking): SIP trunking is a service that provides voice connectivity between a business's PBX or communication platform and the public telephone network (PSTN) over an internet connection, replacing traditional phone lines.
- [SLA (Service Level Agreement)](https://lodgestory.com/resources/glossary/sla): A Service Level Agreement (SLA) in customer support defines the committed response time (first reply) and resolution time for different priority levels of customer inquiries. SLAs create accountability and set customer expectations.
- [SOC 2](https://lodgestory.com/resources/glossary/soc-2): SOC 2 (System and Organization Controls 2) is a compliance framework developed by the AICPA that defines criteria for managing customer data based on five trust service principles: security, availability, processing integrity, confidentiality, and privacy.
- [Social Monitoring](https://lodgestory.com/resources/glossary/social-monitoring): Social monitoring (or social listening) is the practice of tracking mentions of a brand, product, or keywords across social media platforms like Twitter, Reddit, Facebook, Instagram, and Google Reviews to identify customer sentiment, complaints, and opportunities.
- [Transactional SMS](https://lodgestory.com/resources/glossary/transactional-sms): Transactional SMS are non-promotional text messages triggered by user actions — order confirmations, OTPs, delivery updates, payment receipts, appointment reminders. In India, they can be sent 24/7 without time restrictions.
- [24-Hour Messaging Window](https://lodgestory.com/resources/glossary/24-hour-messaging-window): The 24-hour messaging window is a WhatsApp Business API policy that allows businesses to send free-form (session) messages to a customer only within 24 hours of the customer's last message. After the window closes, businesses must use pre-approved message templates.
- [Unified Inbox](https://lodgestory.com/resources/glossary/unified-inbox): A unified inbox is a single shared workspace that brings conversations from every customer channel — WhatsApp, Instagram, Facebook Messenger, email, SMS, web chat, and voice — into one view. Instead of switching between separate apps per channel, agents read, reply, assign, and resolve every conversation from one place, with the customer's full history attached.
- [Webhook](https://lodgestory.com/resources/glossary/webhook): A webhook is an HTTP callback mechanism where an application sends a POST request to a pre-configured URL whenever a specific event occurs. Webhooks enable real-time, event-driven integrations without polling.
- [WebRTC](https://lodgestory.com/resources/glossary/webrtc): WebRTC (Web Real-Time Communication) is an open-source technology that enables real-time voice, video, and data communication directly in web browsers and mobile apps without requiring plugins or additional software.
- [WhatsApp Cloud API](https://lodgestory.com/resources/glossary/whatsapp-cloud-api): WhatsApp Cloud API is Meta's directly hosted version of the WhatsApp Business API. Unlike the on-premise API (which BSPs host), the Cloud API is hosted on Meta's servers, offering simpler setup and automatic updates.
- [WhatsApp Message Template](https://lodgestory.com/resources/glossary/whatsapp-message-template): A WhatsApp message template is a pre-approved, structured message that businesses must use to initiate conversations outside the 24-hour messaging window. Templates are submitted to Meta for review and must comply with WhatsApp's commerce and business policies.

## Pricing

Monthly subscription plans. Full details at https://lodgestory.com/pricing.

- Basic: Free — Free Forever, Best for early-stage teams to build their network Perfect for small teams exploring omnichannel support. Get essential messaging channels and only pay as you scale.
- Growth Plan I: 2,999 INR/month — Ideal for growing businesses that need to connect more channels, moderate volume, and higher throughput without complexity.
- Pro Plan I: 4,999 INR/month — Best for scaling brands with high WhatsApp and multi-channel load For teams with high-volume WhatsApp support and larger agent groups.
- Growth Plan II: 5,999 INR/month — Ideal for growing businesses that need to connect more channels, moderate volume, and higher throughput without complexity.
- Pro Plan II: 9,999 INR/month — Best for scaling brands with high WhatsApp and multi-channel load For teams with high-volume WhatsApp support and larger agent groups.
- Ultra: 33,375 INR/month — Best for large support teams running high-volume operations across multiple channels Made for support-heavy businesses that require unlimited messaging and bigger multi-channel ops.
- Enterprise I: Custom pricing — contact sales — Best for mid-size companies wanting predictable per-user pricing and steady volume Great for mid-to-large organizations needing predictable per-user pricing.
- Enterprise II: Custom pricing — contact sales — Best for mid-size companies wanting predictable per-user pricing and steady volume Great for mid-to-large organizations needing predictable per-user pricing.
- Enterprise III: Custom pricing — contact sales — Best for mid-size companies wanting predictable per-user pricing and steady volume Great for mid-to-large organizations needing predictable per-user pricing.

## Optional

- [Pricing](https://lodgestory.com/pricing): Pricing plans and tiers
- [Features](https://lodgestory.com/features): Platform feature overview
- [Solutions](https://lodgestory.com/solutions): Industry solutions
- [Integrations](https://lodgestory.com/integrations): Available integrations
- [Compare](https://lodgestory.com/compare): Competitor comparisons
- [FAQ](https://lodgestory.com/faq): Frequently asked questions