> ## Documentation Index
> Fetch the complete documentation index at: https://docs.poly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# HotSOS

> Automate room service and maintenance requests with HotSOS and PolyAI.

[Amadeus HotSOS](https://www.amadeus-hospitality.com/service-optimization-software/hotsos/) (**Hot**el **S**ervice **O**ptimization **S**olution) is a hospitality platform used to manage guest service requests, housekeeping, and maintenance workflows — a centralized task management system for hotels.

PolyAI's integration logs guest service requests directly into HotSOS with predefined issue codes, routing each request to the correct team automatically.

<Note>This integration is available from **Integrations** in Agent Studio under **Hospitality**.</Note>

## Prerequisites

* Your property uses **HotSOS** for guest services and property management.
* You have HotSOS **API credentials** from Amadeus:

  | Credential                | Example                                             |
  | ------------------------- | --------------------------------------------------- |
  | **REST or SOAP endpoint** | `https://ifc.emea.hot-sos.net/api/service.svc/rest` |
  | **API key / auth token**  | Provided by Amadeus                                 |

## Capabilities

<CardGroup cols={2}>
  <Card title="Direct service order logging" icon="clipboard-check">
    Requests are logged into HotSOS with a predefined issue code — no staff data entry.
  </Card>

  <Card title="Automated task routing" icon="route">
    Requests are categorized (housekeeping, maintenance, supplies) and routed to the right team.
  </Card>

  <Card title="Multi-item handling" icon="layer-group">
    Up to 4 units of a single item, or up to 3 distinct items per request (e.g. *"Two towels, a toothbrush, and shampoo"*).
  </Card>

  <Card title="Room number detection" icon="door-open">
    Automatically detected from SIP data for in-room calls, with keypad fallback.
  </Card>

  <Card title="HotSOS reporting" icon="chart-line">
    Requests flow into HotSOS dashboards for completion rates and trend analysis.
  </Card>

  <Card title="Customizable workflows" icon="sliders">
    Tailor issue codes, item limits, and workflows to your property.
  </Card>
</CardGroup>

## Setup and activation

<Warning>
  The integration currently only supports service orders from the [standardized list](#standardized-service-orders). See [limitations](#limitations) for details.
</Warning>

<Steps>
  <Step title="Review and select service orders">
    Open the [HotSOS service order list](https://help.amadeus-hospitality.com/operations/service-optimization/content/service-orders.html). It includes predefined tasks like delivering towels or reporting maintenance issues. Customize the list for your property.
  </Step>

  <Step title="Set configurations">
    * Define **item limits**, e.g. up to 4 towels per request.
    * Enable **multi-item handling** — up to 3 distinct items in one request, like *"Towel, toothbrush, and shampoo"*.
  </Step>

  <Step title="Verify room number detection">
    Confirm whether your phone system supports automatic room number detection from in-room calls. If not, enable manual entry via the phone keypad as a fallback.
  </Step>

  <Step title="Deploy with PolyAI">
    Contact PolyAI to deploy and configure the integration. PolyAI will connect your HotSOS instance to the virtual agent and help with setup.
  </Step>

  <Step title="Test end-to-end">
    Confirm:

    * Requests are logged with the correct issue codes and quantities in HotSOS.
    * Room number detection (or the manual fallback) works as expected.

    Contact your PolyAI account manager for deployment or troubleshooting help.
  </Step>
</Steps>

## Limitations

<CardGroup cols={2}>
  <Card title="No order updates" icon="ban">
    Cancellations, amendments, and confirmations of existing orders are not supported.
  </Card>

  <Card title="No duplicate orders" icon="copy">
    Duplicate requests cannot be created for unresolved issues already logged in HotSOS.
  </Card>

  <Card title="Standardized list only" icon="list">
    Tasks outside the enabled service order list are redirected to the property app or transferred to staff.
  </Card>

  <Card title="English only" icon="language">
    Only English is currently supported for this integration.
  </Card>
</CardGroup>

## Standardized service orders

HotSOS ships with a predefined list of service orders compatible with the PolyAI integration. Customize this list to fit your property's needs.

<Expandable title="Service order list" defaultOpen={false}>
  <Tip>Need a service order that isn't listed? Contact PolyAI to discuss customization options.</Tip>

  | Service order                 | Issue code |
  | ----------------------------- | ---------- |
  | Complimentary water - request | 9032       |
  | Carpet - dirty                | 1076       |
  | Dental kit - request          | 9057       |
  | Kettle - request              | 8089       |
  | Sofa bed setup - request      | 9210       |
  | Bath towels - request         | 8110       |
  | Bathrobe - request            | 8105       |
  | Shower gel - request          | 8106       |
  | Adapter - request             | 9005       |
  | Blanket (queen) - request     | 9030       |
  | Shampoo - request             | 9212       |
  | Coffee (regular) - request    | 9046       |
  | Iron & board - request        | 9109       |
  | Coffee mug - request          | 9044       |
  | Toilet paper - request        | 8057       |
  | Shaving kit - request         | 9213       |
  | Bottled water - request       | 9032       |
  | Tea (regular) - request       | 9235       |
  | Duvet (queen) - request       | 8064       |
  | Wine glasses - request        | 9085       |
  | Foam pillow - request         | 9080       |
  | Feather pillow - request      | 9076       |
  | Laundry pickup - request      | 9259       |
  | Slippers - request            | 8100       |
  | Blanket (king) - request      | 9029       |
  | Sewing kit - request          | 9211       |
  | Clean balcony                 | 4034       |
  | Conditioner - request         | 9051       |
  | Lotion - request              | 9122       |
  | Toothpaste - request          | 8081       |
  | Toothbrush - request          | 8080       |
</Expandable>

For more information, see the [HotSOS documentation](https://help.amadeus-hospitality.com/operations/service-optimization/content/service-orders.html) or contact PolyAI support.

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