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The Oracle OHIP integration connects DialogShift to Oracle OPERA Cloud through the Oracle Hospitality Integration Platform (OHIP). It works as a booking engine and for Journey Messaging. Chat AI and Phone AI show availability and rates. The Full Booking Agent creates real reservations in OPERA. Journey Messaging uses the reservations from OPERA for automated guest messages.
Closed Beta Rollout: This integration is not generally released for production use yet. Activation is only available in coordination with Customer Success.

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Prerequisites

  • Your hotel uses Oracle OPERA Cloud.
  • You have access to the Oracle Customer Developer Portal.
  • Each DialogShift client is connected to exactly one OPERA hotel.

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Activate the integration

You set up the connection on the integration page in the DialogShift app. DialogShift and Oracle take care of the rest.
  1. Open Integrations → Oracle OPERA (OHIP) in the DialogShift app.
  2. Enter the Hotel ID, Chain code and Region. You find these values in the Oracle Customer Developer Portal.
  3. Choose the Authentication flow. Use OCIM if possible and enter the Enterprise ID. Only with SSD do you enter a username and password instead.
  4. Save and inform DialogShift Support at support@dialogshift.com.
  5. Oracle sends you a request in the PMS or by email. Accept it in the Oracle Customer Developer Portal. It can take a few hours until Oracle enables the access.
  6. DialogShift enters the remaining credentials. The status on the integration page then changes to Activated.
  7. Reload the integration page. Only now do display sets, rates and room types appear for selection.
  8. Customer Success switches the booking agent to Oracle.
Many hotels connect Oracle only for Journey Messaging. That is why saving the integration page does not automatically set Oracle as the booking engine for the agents.

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Booking agents

The Availability Agent and the Full Booking Agent are supported, both in Chat AI and Phone AI.

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Open bookings

DialogShift does not collect credit card data and does not create a payment link. If a rate requires a deposit or a credit card guarantee, the agent still creates the booking. It stays open. The agent tells the guest what is missing and that the hotel will get in touch. Then it is the hotel’s turn:
  • Deposit: Collect the deposit, for example with Pay by Link from OPERA. OPERA creates the deposit request itself.
  • Card guarantee: Obtain the credit card from the guest.

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Recognize DialogShift bookings in OPERA

Every reservation from DialogShift has an internal comment titled DialogShift. It shows you what is still to do:
  • PAYMENT OPEN: The deposit is open.
  • CARD GUARANTEE OPEN: The credit card guarantee is missing.
Each reservation also carries an external reference with the system DIALOGSHIFT. With several rooms, the reservations are linked to each other. The payment method on the reservation is cash (CA).

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Booking agent configuration

You find the settings on the integration page under Booking agent. Rates. You decide which rates the agent may sell. There are two ways. You can only use one of them at a time.
  • Display sets: The agent sells every rate of the selected display sets. New rates in the set are added automatically. This makes sense if you maintain your rates in display sets in OPERA, for example PUB for public rates.
  • Individual selection: The agent sells exactly the rates you tick. You have to add new rates yourself.
If nothing is selected, your hotel’s default display set in OPERA applies. You find the display set of a rate in OPERA under rate code configuration → Display Set. Room types. You can decide which room types the agent offers. If nothing is selected, it offers all sellable room types. What the agent never offers. Regardless of your selection, the agent never shows:
  • Pseudo, inactive and meeting room types
  • Rates marked in OPERA as negotiated, house use, complimentary or suppressed
  • Room types whose maximum occupancy is lower than the request
Guarantee order. In OPERA, each rate has one or more guarantees. The agent uses the rate’s default guarantee if it does not require a credit card, address or arrival time. Otherwise it uses the first such guarantee in the order from OPERA. Check this order for the rates you enable. If a company or group guarantee (for example CO or GRPNON) comes before the regular guarantee without a card (for example NON), the agent books with the company or group guarantee. Room and rate texts. Room name, description and amenities come from the room types in OPERA. Rate name and rate description come from the rate. The agent reads the cancellation policy from the guarantee it books with. So also put cancellation policies, breakfast and other services in the rate description. If OPERA marks a rate as a net price, the agent tells the guest that taxes are not included. Room images. OPERA does not provide room images. The agent therefore shows no images. Updates. New rates, room types and display sets appear in the selection lists within one hour. Prices and availability in the dialog can be up to five minutes old.

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Journey Messaging

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Configuration

OPERA Cloud base URL. This field is optional. If you enter the address of your OPERA Cloud web interface, the journey list links directly to the reservation in OPERA.