Messages

On Messages your conversations with guests are kept together. Whoever is waiting for a reply is at the top, and within that, whoever has waited longest.

Open Messages

How a conversation gets here

• A guest replies to a mail from your property, such as the confirmation or a guest mail. Their reply lands in the thread of that booking.
• If WhatsApp is connected, WhatsApp messages come in here too. See WhatsApp.
• Messages through a channel such as Booking.com or Airbnb go through a channel connection, and that is not available yet.

Reading and replying

Pick a conversation on the left. The thread is in the middle, with who wrote each message and which way it came. On a wide screen the guest and their booking are on the right: the dates, the room, who is coming along, what is outstanding and whether they have checked in online. On a narrower screen "Guest and booking" opens the same as a panel.

• When the guest is waiting on you, a draft is often ready: the greeting, the sign-off and, if they ask, the check-in and check-out times or the address. The draft is in the language of the booking. Read it and add to it; nothing goes out until you press "Send".
• Under "Send via" you choose "Email" or "WhatsApp". Below the button it says where the reply will go.
• "Insert check-in link" puts the online check-in link into your reply, if the guest has not checked in yet.
• In "Note on the booking" you record what the guest wrote, for example that they will only arrive at ten. You see that note again on Today and on the booking.
• "I'll take this" puts your name on the conversation, so a colleague knows you are handling it.
• "Close" takes the conversation off the list. If the guest writes again, it comes back by itself.

WhatsApp and the 24-hour window

WhatsApp only allows free text within 24 hours of the guest's last WhatsApp message. Outside that window, or if the guest has never written on WhatsApp, you can only send an approved template. Noren fills in the guest's first name, your property's name and the dates; under "What the guest receives" you see what goes out. Meta charges the house for template messages. You request templates under Settings.

Who may do what

Someone who may only read along sees the conversations but no reply box. Writing on behalf of the property is a separate permission that comes with the user's role.