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Guest messaging from OTAs

One inbox for every channel that supports messaging — read a thread, reply, and close it when it is done.

อัปเดตล่าสุด

Who this is for: Owner, Manager, Read-only — requires crs.messaging.read. Where: Reservations → Messages

Guests who book through an OTA message through that OTA. Messages puts every one of those conversations in a single inbox, so nobody has to keep four extranets open.

Three columns: Channels on the left, Threads in the middle, the conversation on the right.

หมายเหตุ

On staging, messaging runs against an in-process stub. Threads, replies and delivery states all behave as specified; nothing reaches a real guest.

Find a conversation#

  1. Open Reservations → Messages.
  2. Pick a channel from Channels.
  3. Pick a thread. Unread threads carry a New badge; each row shows the guest and the subject.

หมายเหตุ

Only channels that actually support messaging appear in the left column. A channel missing from the list is not broken and has nothing to configure — its adapter does not carry messaging, so the surface does not exist for it.

Pull in new messages#

Select Sync above the thread list to fetch from the channel now. The list refreshes with anything new.

An empty thread list on a channel you expect traffic on is usually a channel that has not been synced rather than a quiet one.

Reply to a guest#

  1. Open the thread. Inbound messages sit on the left, your replies on the right, each with its timestamp.
  2. Type into the reply box.
  3. Send.

The reply is queued to the channel and reaches a delivered state. Attachments the guest sent appear as links under the message they came with.

Read the thread header#

The strip above the conversation carries its state:

  • Open or Closed.
  • Linked to booking, where the channel gave enough to attach the thread to a stay.
  • Channel marked “no reply needed”, where the channel itself says no response is expected — an automated notice rather than a question.

That last one is worth reading before you type. It is how the inbox tells you a message is informational.

Close and reopen a thread#

Select Close when a conversation is finished. A closed thread cannot be replied to — the reply box is replaced by a note saying so — which is what stops a resolved conversation being answered twice by two people.

Select Reopen to pick it back up.

What's next#