What this page is for
Everything said with one guest about one booking, and where you reply.
Who can use it
Read guest messages to read; Reply to guests to reply or mark as needing no reply.
How to
- Read the conversation, oldest first. Your replies are on the right.
- Type your reply, or choose a saved reply, and select Send. It goes back on the guest's channel.
- If the guest's last message needs no answer, select No reply needed.
- From a booking, Open conversation opens this page for its guest.
Fields and columns
| Field | Meaning |
|---|---|
| Guest, You, Automatic | Who wrote each message. Automatic covers channel messages and internal notes. |
| Answered in | Minutes the guest waited for your first reply. |
Statuses and automation
Reply times are kept for team performance. A reply that the channel refuses is not saved, and the reason is shown.
With AI messaging on, guests who have waited the set minutes (45 by default) get one holding reply saying the team will answer soon. It shows as a system message, and the guest still counts as waiting until a person answers. Quiet hours and a dry run are in the settings.
Settings that change this page
The Reply to a guest (email) message template sets the wording around email replies.
FAQs
Which channel does my reply use? The one the conversation is on. For direct guests without a channel manager thread, email.
Can the AI write the reply? With AI messaging on and an AI connection set up, select Suggest a reply. The draft goes into the reply box, built from this conversation, the stay, the unit's details and similar questions answered before. Check and edit it, then send it yourself. The same button is on guest issues.
Troubleshooting
| Problem | What to do |
|---|---|
| "This channel is switched off" | Turn the channel's module on again, such as Beds24. |
| "The guest has no email address" | Add it on the booking. |