The Dispatch · May 2026
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Nº
13
The
Dispatch
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Cover Story
The Operator’s
Playbook.
Quiet moves the best operators are
making to get the most out of VIVI.
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In this issue
| 01 |
The Operator’s Playbook |
| 02 |
From the Field: Meet Archie |
| 03 |
What guests are actually asking VIVI |
| 04 |
In other news |
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In closing |
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From the editor
Dear VIVI Community, April was the voice issue. May is the operator issue.
The operators getting the most out of VIVI are not always the ones with the biggest deployments. They are the ones making a handful of quiet moves: small platform tweaks, weekly habits, the right metric checked at the right time. This issue is the playbook.
Plus a story from the field, and a window into the conversations VIVI is having across our customer base. Reply any time. We read every one.
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★ Headline Feature
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01 · The Playbook
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Four toggles. Compound returns.
Four features that quietly do a lot of work and are easy to set up. Make a date this week to turn them on.
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01
Suppression Lists
Every outbound Phone Campaign should be paired with a Suppression List. They keep your DNC and opted-out contacts auto-excluded on every send, which is how you stay TCPA-safe at scale. Most operators set theirs up once and never revisit. Review your list monthly. Compliance is cheap insurance.
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02
Scheduled Tasks
Stop logging into VIVI just to pull yesterday’s report. Set up a Scheduled Task that emails you a sentiment briefing every Monday at 7 AM with the top guest themes from the prior week. Two minutes to configure. Hours saved per month. Easy to forward to GMs and ops directors so they walk into the week informed.
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03
Real-Time Insights
Most operators only check Insights when something goes wrong. Better move: glance at it weekly. Spot a 4 PM spike in housekeeping requests across a week and you have your case for moving a staffer’s start time by ninety minutes. The data was always there. Real-Time Insights just makes it visible enough to act on.
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04
Source Citations
When your agent answers a guest using your knowledge base, the source now appears inline. Use this to audit which of your SOPs are getting referenced (and which are collecting dust). Quarterly cleanup. Better answers. Tighter KB.
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02 · From the Field
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For sales teams
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Meet Archie.
One use case worth calling out. Suncadia, one of our customers, recently put a VIVI agent to work on something the platform had never done before: real estate sales. They named him Archie.
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It is 9:47 PM. A prospective buyer pulls up Suncadia’s website and asks a question about a three-bedroom home. Archie answers in under a second. Then he keeps the conversation going. Neighborhood. Price range. Move-in timeline. By the end, he knows exactly what the buyer is after.
He does not sleep. He does not forget to ask for contact information. And he never lets a warm lead go cold.
Archie’s job is lead generation. He walks every inbound buyer through their questions and quietly captures the details that close deals: name, phone, neighborhood interest, price range, timeline. The moment a lead is qualified, Archie pushes the full conversation context into Suncadia’s CRM. When a Suncadia sales advisor picks up the thread, they are not starting from scratch. They are opening a hot file with everything they need to close. Fewer bottlenecks in the pipeline.
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Why we’re sharing this
Hospitality was just the start. The same platform that handles after-hours housekeeping tickets is now a quietly effective lead generator for sales teams. Same agent infrastructure. Same brand voice control. Totally different use case.
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What Archie does, day to day
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Answers questions about every neighborhood at Suncadia, with current price ranges and buyer profiles.
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Handles builder incentives and promotional offers the same way every conversation. No human inconsistency.
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Schedules tours and routes warm leads directly into Suncadia’s CRM.
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Speaks in Suncadia’s brand voice. Warm, never pushy, never over-promising.
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Captures lead contact details cleanly so Suncadia’s advisor team picks up exactly where the conversation left off.
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03 · Heard on the line
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Eavesdropping
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What guests are actually asking VIVI.
A peek inside the conversations VIVI is handling across our properties, anonymized. These patterns are the data behind the moves in section 01. They tell you what guests are quietly hoping for, and what operations miss without an always-on agent.
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After hours
11 PM to 7 AM
“Is the pool still open?”
“Can I get a late check-out?”
“Where’s the closest 24-hour pharmacy?”
Takeaway: a meaningful share of guest questions come after the front desk closes. VIVI is the only one on duty.
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Pre-arrival
The week before they arrive
“Will my room be ready early?”
“Does the airport shuttle run on Sundays?”
“Can you add a crib to our room?”
Takeaway: the week before arrival is when guests want answers fastest. Confidence in a property drops when responses feel slow.
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In the moment
On property, right now
“Can someone bring extra pillows?”
“What time does the gym close?”
“Is the rooftop bar open tonight?”
“Are dogs allowed by the pool?”
Takeaway: VIVI handles the routine asks instantly, so your team can stay present for the moments that actually need a human.
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04 · In other news
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Around the team
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Lance heads to the Day Leadership Academy.
VIVI’s President, Lance Thompson, was just appointed to the Board of the Gina and Frank Day Leadership Academy at MSU Denver’s School of Hospitality. The DLA supports hospitality professionals, business leaders, and organizations across Colorado, with a growing focus on how AI and emerging tech are shaping the industry’s next decade.
Twenty-five years across Four Seasons, Vail Resorts, Aspen Hospitality, Timbers Resorts, Auberge Resorts, The PlumpJack Group, and now VIVI is the kind of perspective the DLA Board can put to work. Congratulations, Lance.
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In closing
Thank you for following along.
The operators getting the most out of VIVI treat it like an operating partner, not a switch. Small moves, set on a weekly cadence, compound fast.
To see what’s possible at your property, in voice, chat, or any channel, schedule time with our team.
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