Messages & Conversations
Monitor guest conversations and see Guestar in action
The Messages page is where you monitor all guest conversations and see Guestar in action.
Messages Overview
The inbox shows all conversations from your connected properties, sorted by most recent activity.
Each conversation displays:
- Guest name and profile photo
- Property name the conversation is about
- Last message preview
- Timestamp of last activity
- Unread indicator (purple dot) for new messages
- Attention flags when action is needed
Understanding Conversation Status
Unread Messages
A purple dot indicates you haven't viewed this conversation yet. The dot disappears when you open the conversation.
Needs Attention
Some conversations are flagged for your review:
- Low Confidence - Guestar wasn't sure about the response and needs you to verify
- Upsell Opportunity - Guest showed interest in an upsell (early check-in, late check-out, extension)
- Escalation - Guestar indicated it would "check with the team"
Reading Conversations
Click any conversation to view the full message history:
- Guest messages appear on one side
- Guestar responses appear on the other side
- Your manual messages (sent from your PMS) also appear
- Images sent by guests display inline
How Guestar Responds
When a guest sends a message:
- Message received - Guestar receives the message via your PMS
- Context gathered - Guestar pulls property info, calendar, and guest details
- Response generated - AI crafts a helpful, accurate response
- Quality check - Guestar evaluates its own confidence
- Message sent - If confident, sends immediately via your PMS
- Team notified - If low confidence, alerts your team instead
Response Timing
Guestar waits briefly (about 90 seconds) to batch rapid-fire questions from the same guest into a single comprehensive response. This prevents multiple partial answers.
When Guestar Asks for Help
Guestar doesn't guess. If it encounters:
- A question not covered in your property info
- A complaint or sensitive situation
- A request it can't fulfill
- Anything outside its knowledge
It will:
- Send a polite holding message to the guest ("Let me check on that for you")
- Flag the conversation for your attention
- Send you an email and/or push notification
Taking Over a Conversation
You can always respond manually through your PMS. Guestar will see your messages and adjust its context accordingly.
For ongoing issues, you might want to disable AI messaging temporarily for that property while you handle it personally.
Real-Time Updates
The Messages page updates automatically every few seconds. You don't need to refresh to see new messages or status changes.
Next: Upsells & Revenue