Bram Haenraets

Set up and manage the channels guests reach you on — WhatsApp, RCS, SMS and email.

Channels

WhatsApp, RCS, SMS and email — the fallback chain, and the two ways to set up WhatsApp.

Apply for WhatsApp's Official Business Account badge — requirements, how to apply, and messaging tiers.

Control the fallback order, channel capabilities, and SMS fallback.

Guides for setting up Viqal, automating guest messaging, and running your team inbox.

Get set up and sending — connect your property, channels and team.

What Viqal is, your first steps, and how to find your way around.

Reach out to guests automatically — Guest Journeys, Campaigns, and the Templates they use.

Create, manage, translate and get approval for the reusable messages Viqal sends.

What templates are, the formats, how to create one, variables, and how they adapt across channels.

The template detail view — overview, preview, versions, performance, where it's used.

How translations are created and what the publish review checks before a template goes live.

What each status means and how to handle a rejection.

Build the automated, stage-by-stage message journey every guest moves through.

Send one-off targeted broadcasts to a segment of guests, now or scheduled.

How the AI replies to incoming guest messages — answers, escalation, and active/paused states.

Where the AI gets its answers, its personality, web search, and testing.

When the AI hands a conversation to your team, and what guests see when no one is available.

Live, Existing guests only, and Paused — control how much the AI is doing, account-wide.

Handle live conversations yourself — replies, handovers, and what the AI does for you.

Read, reply, take over from the AI, manage tasks, and use the guest panel.

Find and triage conversations — search, the Overdue/Staff-Needed bands, and filters.

Manage guest profiles, stay context, and the data Viqal uses to personalise messages.

What Contacts is, where contacts come from, adding them, the profile, and archiving or removing.