Manage reservation conversations

Reservation Chat groups OTA, WhatsApp, and SMS conversations around a stay. Before replying, verify that the selected group matches the correct guest, property, and dates.

Prioritize the inbox#

1. Open PMS > Reservation Chat.
2. Start with the Unread Messages filter, which is selected when the page opens.
3. Change the filter to Currently Hosted, Check-in Today, or Check-in This Week to prepare operations.
4. Use Direct Messages for WhatsApp or SMS conversations without an attached reservation.
5. Search by guest or property. If the loaded list has no matches, select Search All Conversations.

The list groups each reservation with its channels and shows the number of unread messages on each channel. Deep search also uses reservation context and the external reference. Even so, check the reservation summary above the thread before responding.

If The conversations could not be loaded appears, select Try again. That notice does not mean the inbox is empty.

Choose the correct channel#

• OTA: reply in the platform thread. A thread may not exist until the platform or guest starts it.
• WhatsApp: requires a configured integration and a message the channel permits. The interface warns when the contact has not provided the expected opt-in.
• SMS: requires the messaging integration and a valid phone number.

If WhatsApp or SMS is missing for a reservation and the integration is available, you can start that channel from the group with Start WhatsApp or Start SMS. Do not open multiple threads for the same issue.

Reply#

1. Select the channel inside the correct group.
2. In the Reservation summary above the thread, confirm the property, guest, stay dates, and reservation code. If you need more context, View Reservation opens the record in another tab.
3. If you are not yet a participant, select Join Conversation.
4. Write a clear message and avoid unnecessary documents or personal data.
5. Attach files only when the channel supports them.
6. Send once and watch the status indicator. For OTA, let Holidario handle a temporary failure or pending check; do not create another copy while that process is active.

Understand message status#

• a spinner means the message is queued or being processed;
• a double check with acceptance text indicates evidence that the external channel accepted it;
• a question mark requires reading its help text: it can mean unconfirmed acceptance, a scheduled OTA retry, a check before retrying, or permanent rejection;
• a blocked symbol means it was skipped or expired and will not be retried again.

A visible message bubble alone does not prove that the guest received or read it. Internal participant read markers do not equal guest read confirmation.

For OTA, a temporary error keeps the message pending and lets Holidario retry it automatically within a bounded window. When the provider call has an ambiguous outcome, Holidario checks the external thread first to avoid duplicating the message. It shows acceptance only after the external channel confirms it; permanent rejection, exhausted attempts, or expiry stops automatic recovery. This does not change WhatsApp or SMS recovery.

Before using chat on a smaller screen#

On a narrow screen, the list and the thread are shown separately: opening a channel hides the list and shows the thread with the reservation summary above it; Back to conversations returns to the list.

The layout and send flow do not yet have general acceptance for phone or tablet. Before relying on that combination, use a controlled conversation to test the list, opening, the reservation summary, Back to conversations, the composer, attachments, the pending state, and recovery from a failure.

If context is missing, a control is inaccessible, or delivery remains ambiguous, do not type or repeat the message. Continue on a combination the agency has already verified, or hand the conversation to the responsible person. Keep only one conversation active before typing.

Escalate#

If an urgent message remains unconfirmed, retrying, permanently rejected, or expired, do not send it repeatedly. Follow Resolve message delivery problems and use an agency-approved alternative channel if needed.

Expected result#

Each reply stays in the correct thread, channel, and reservation, with delivery state understood by the operator.