Cloudbeds Guest Experience Guest Chat - Everything you need to know

Cloudbeds Guest Experience Guest Chat is a unified inbox that allows you to effectively communicate with guests using multiple messaging channels, personalize engagement, manage conversations, and keep track of your scheduled messages.

Overview

Once you access the Cloudbeds Guest Experience Guest Chat page, you will find the following sections:

1. Active Conversations: View and manage ongoing conversations with guests and staff.
2. Guest Communication options: Start direct messages and track upcoming messages.

Once you click on an active conversation,

3. Guest conversation thread: View the conversation with this contact and create new messages using the editing tools.
4. Guest Details:  All the guest details will be displayed in a tab.

Check below everything you need to know about the sections above, which will help you navigate and use the various tools available in the Guest Chat.

1 - Active Conversations:

1. Check open, archived, and blocked conversations 
2. Start new conversations
3. Search for the conversation you want by name, phone, or email
4. Select a contact to open the related conversation thread

2 - Start Guest Communication options:

• There is a maximum 640-character limit on messages; it is not possible to save or send messages with more characters.
• Use the editing tools to insert previously created message templates , company variables, messaging widgets and upsell products into the conversations. 
• Translate messages to another language.

Guest Communication options in the Guest Chat:

3 - Guest conversation thread

In the guest conversation thread, you can use multiple messaging options as follows:

1. Select the messaging channel you want to send a message
2. Archive a conversation
3. Block the guest or export the conversation
   • Once a guest is blocked, the property will no longer receive any messages from that number, and your team cannot send any messages to that number.
4. Check the delivery status of your message
5. Translate the message to another language and create a ticket from this conversation 
6. Send the message publicly or leave an internal note
7. Also select another messaging channel

4 - Guest Details

Once you open active conversation, the Guest Details tab allows you to:

1. Switch the label that this contact is added to

2. Enable the AI auto-reply feature for this conversation thread

3. View and add the channels available for this contact, and if you click :

   • Click on to request permission for communication through messages (check more details here).

   • Click to if you want to assign this guest as the primary contact of the reservation

   • Click to the contact from the channels

4. Check the reservation details

5. Create and view notes for this contact

6. Check any existing ticket for this contact

7. View if the guest completed the Digital Registration

8. Create and view the preferences requests of this guest 

9. View the existing surveys sent to this guest