Conversations: filters, colored indicators, and new chat
How to use the left column of the Conversations section: channel filtering, search, relevant and non-relevant chats, grouped view, status filters with the meaning of purple, yellow, and red dots, and creating a new chat.
This page is not translated yet: you are seeing the Italian version.
You are in the right place if…
- “What does the yellow dot next to the chat mean?”
- “I can't find a conversation anymore”
- “How do I write to a guest who hasn't contacted me yet?”
- “Supplier emails end up in Non-Relevant”
- “What does the red dot mean?”
This guide has not yet been verified against the latest software version.
The left column of the Conversations section is used to find chats and decide which ones to start with.
Channels and search
- Channel selection: from the dropdown menu, you can display only chats from a specific channel, for example, only WhatsApp, Email, or Airbnb.
- Search: find a conversation using the guest's name or phone number.
Relevant and Non-Relevant
- Relevant: messages from guests that require a response, either from you or the AI.
- Non-Relevant: service emails, such as supplier communications, that do not require management.
You can move a chat from one section to the other using the three-dot menu of the conversation.
Single or grouped view
Next to the relevance filter, two icons change the layout: the single view shows each chat separately, while the grouped view brings together conversations from the same guest across different channels, such as Booking.com and WhatsApp, under a single profile.
Filters and dots
- Requires Response: chats where the guest is waiting for action. The purple dot indicates that the AI did not respond automatically; the yellow dot indicates a Human Escalation, meaning the AI has passed the conversation to an operator, often opening a ticket.
- Already Replied: chats that have already been handled.
- Open Tickets: only conversations with tickets still open.
- Sending Error: chats with an undelivered message, marked by the red dot, for example, because the number is incorrect or the guest does not use WhatsApp.
- Archived: archived chats. New messages in an archived chat are only visible with this filter.
The funnel icon with the X clears all filters.
New chat
To write to a guest who has not contacted you yet, for example, to send a quote after a phone call:
- Click + (New Chat) at the top.
- Choose the channel, Email or WhatsApp Business.
- Enter the first name, last name, and phone number or email address. For WhatsApp, always include the international prefix, for example +39.
- On WhatsApp, start the conversation by sending an approved WhatsApp Template using the paper airplane icon.