Quick actions in the chat: AI, tickets, archive, and booking link
What the conversation header shows and what the buttons in the top right are for: marking the chat as to be managed, enabling or disabling AI for a single chat, viewing tickets and bookings, archiving, and linking the chat to the correct booking.
You are in the right place if…
- “The AI is not responding in a single conversation”
- “The guest is writing from a different number and the AI doesn't know who they are”
- “How do I link a chat to a booking?”
- “Where can I find the chat ID for support?”
- “I archived a chat and I don't see new messages”
This guide has not yet been verified against the latest software version.
The chat header
At the top, you will find the guest's first and last name, the channel they are writing from (WhatsApp, Booking.com, Airbnb, or Email) with their number or address, and the stay status: Pre-arrival if the booking is in the future, Check-in if the guest is at the property, Check-out if the stay has ended. Next to it, you can see dates, nights, and the booked property.
Below the header, the AI Summary synthesizes the conversation: it is useful for understanding in a few seconds what the guest and the AI discussed before you intervene.
The buttons in the top right
- To be managed / Not to be managed: remove a chat with a purple dot that does not require a response from your operational list; clicking it again will mark it as to be managed.
- Robot: green, the AI responds according to the AI Profile rules; red, the AI is disabled only for this chat and you are responding.
- Ticket: if it shows a number, there are tickets open for this chat by the AI or an operator. Click it to view them.
- Calendar: the contact's past and future bookings, with property, dates, rates, and contact details.
- Edit contact: correct the guest's first and last name.
The three-dot menu
- Archive: move the chat to the archive. New messages from an archived chat do not appear in the list: you can only see them with the Archived filter.
- Show info: technical details of the chat, including the Chat ID, to be provided when requesting support.
- Link to Booking: if the guest writes from an unrecognized number, search for their booking and link it to the chat, so the AI knows which property to respond for.
- Clear: delete all messages in the chat.
- Delete: delete the chat from the system. This action is not recommended and cannot be undone.