Core concepts.
Three layers — your data, the agents that act on it, the apps staff work in — and the line between what an agent decides and what waits for a person.
Three layers
Everything in Treema sits in one of three layers. Learn the three and the rest of the product is arrangement.
Your own operational record: properties, people, shifts, tasks, guest conversations, orders, and the procedures each department wrote. The hotel's data, in one place rather than in six.
Agents that read that record and do something with it — sort a message, draft a reply, raise a task, cite a procedure, flag a number that moved.
What staff actually open: Smart Inbox, Shifts, Tasks and Projects, Internal Chats, Knowledge Bases, Properties, Storefronts and the workspace dashboard.
The order is not decorative. An agent is more useful in month two than in week one because it reads the record the hotel is building, and the record has to exist first. That is why setup starts with your rota and your procedures rather than with the agents.
What an agent is
An agent is a named scope of work: a domain, the surfaces it may read, and a fixed list of things it is allowed to produce. It is not a general assistant with a text box, and it does not roam. GEX reads guest conversations and has no opinion about tomorrow's rota.
Whatever the surface, an agent produces one of four things.
What a message is about, how urgent it is, which department owns it, whether the sender matches a guest on the property.
A reply, a rota, a shift briefing, a proposed fix on a task. A draft is a starting point, never a send.
A piece of work proposed to a department, with the context that produced it attached.
A number or a pattern that a person should see. A flag is a prompt to look, not a finding.
What an agent is not
An agent is not a source of facts of its own. When it answers an operational question it answers from your knowledge base and shows which procedure it read. If the procedure does not exist, the honest answer is that it does not exist — and that is the answer you get, rather than a plausible one.
- Not autonomous by default. Anything a guest would see, and anything that changes a published schedule, is proposed rather than done. A person presses the button.
- Not a chat window bolted to the side. Agents work inside the surface the work already lives in — the conversation, the task, the shift.
- Not unscoped. An agent works within the property and department it was given. It cannot answer at Riyadh Central using a procedure written for Marina Bay Hotel unless that procedure was assigned to both.
The three agents
Reads every inbound guest message, separates intent from sentiment, drafts the reply, and escalates the ones a person should answer.
Turns handovers, tasks and department procedures into work that actually gets assigned, with the procedure cited beside it.
Watches the operating numbers across the portfolio and says something when a line moves in a way the last few weeks did not predict.
| Field | domain | surfaces |
|---|---|---|
| GEX | Guest experience | Smart Inbox, Guest Profiles, Storefronts and Orders |
| LORA | Internal operations | Shifts, Tasks and Projects, Internal Chats, Knowledge Bases |
| SAM | Asset and finance | The workspace dashboard and the portfolio view |
Propose, approve, act
The most useful thing to know about the product is where the line sits.
- Which department a conversation or an issue belongs to
- How urgent it looks, and whether the sender is a guest currently in house
- Which procedure answers a question
- The wording of a draft — a reply, a briefing, a rota, a proposed fix
Everything is written down
The activity log records what happened, who did it — person or agent — when, and at which property. It is the reason a handover dispute can be settled by reading rather than by asking three people what they remember, and it is the reason an agent's suggestion can be audited after the fact instead of taken on faith.
What Treema deliberately does not model
Reservations, rates, availability and the room inventory itself. Those belong to the PMS. Where a property's PMS is connected, Treema reads from it rather than keeping a second copy that will eventually disagree. If the two ever do disagree about whether room 412 is occupied, the PMS is right — that is a deliberate choice, not a limitation we are working around.
Where to go next
- Knowledge bases — what an agent is allowed to cite.
- Flows — how the four outputs above get wired into a run.
- Smart Inbox and guest profiles — the approval line, in practice.