Guest messaging

One inbox

Each stay gets one thread. Everything the guest sends collects there, whatever channel it arrived on: before the booking, during the stay, and after checkout.

A thread shows the guest’s full name, the property, the confirmation code, and the number of nights. You answer with the stay in front of you.

Supahost also checks each channel every hour for guest messages that did not arrive. A message that a channel failed to send to Supahost shows up within about an hour. You do not need to do anything.

List or stacks

See who needs you first. Choose List or Stacks at the top of the conversation list. List shows every conversation, newest first. Stacks puts conversations in four groups, with waiting guests first:

• Requests: open booking requests that need a decision, and open change requests on booked stays.
• Stays: conversations about a reservation.
• Inquiries: questions from guests without a reservation, including questions from your booking site.
• Closed: cancelled stays, and requests that expired or ended without a booking. This stack starts collapsed.

Each stack shows its 5 most urgent conversations, how many guests wait, and how long the oldest one waits. Select Show all to open the full stack, then Back to stacks to return.

The Stays stack has its own switch. Current shows guests on a stay now. It also shows any stay with a guest who waits for a reply. All adds every upcoming and past stay.

Needs reply and unread

A guest message counts as answered when your team replies after it. That includes a reply that you send from Supahost, a reply that you send on the channel, and an automatic reply from the reply agent in Send mode.

• An automatic reply from a flow does not answer the guest. The conversation still shows Needs a reply.
• A reply that failed does not count.
• When a teammate replies, Supahost marks earlier guest messages read for everyone.
• When you only open a conversation, Supahost marks it read for you. Your colleagues’ counts do not change.

Use the All, Unread, and Needs reply filters to narrow the list. Use the owner filter to see Everyone, Assigned to me, or Unassigned.

Search

Find any conversation from one detail. Search looks at guest names, property names, property codes, confirmation codes, tags, the guest’s email and phone, and the text of every message.

• Every word that you type must match, in any order.
• A word matches the start of a word, so kel finds Kelly.
• Case and accents do not matter, so jose finds José.
• Type 4 or more digits to find a phone number, such as 5550142.

Resize the conversation list

Give the thread more room, or see longer previews. On a screen that is 1024 pixels or wider, drag the line between the conversation list and the thread.

• The list can be 280 to 560 pixels wide. The thread always keeps enough room to read.
• With the line focused, use the left and right arrow keys. Hold Shift to move further. Home and End go to the smallest and largest width.
• Double-click the line to go back to the default width.

Supahost keeps the width in this browser. Another browser or device starts at the default width.

Decide on a request

When a conversation has a booking request, the request details show beside the thread. On a smaller screen, select Stay details. The panel shows the dates, the total nights, and the guests.

Under the property name, a link opens the listing in Supahost. When the listing is on a channel, a second link, such as On Airbnb, opens it there.

Select Accept request, Decline request, Pre-approve stay, or Send special offer. You need the Reservations permission. Other people can see the request but cannot answer it.

Reply once, delivered where they booked

Write the reply in Supahost and it goes out on the channel the guest booked through. You never open a channel site to answer a question. One reply holds up to 10,000 characters.

Two conditions open the reply box:

• The channel connection must support sending messages. A thread that arrived on a connection without that capability stays readable, not answerable.
• Your role must include the Guest messages permission. Without it the thread opens read-only and Supahost says so in place of the composer.

Watch the reply land

Supahost accepts your reply first and hands it to the channel second, so a reply is never lost while a channel is slow. Each one shows the furthest state it reached:

• Queued means Supahost holds it and the channel has not taken it yet.
• Sending means delivery is in flight.
• Submitted means the channel accepted it.
• Delivered means the channel confirmed it reached the guest.
• Failed means the channel rejected it. The reply stays in the thread with the failure visible rather than disappearing.

Questions from your booking site

Answer future guests before they book, from the same inbox. When your booking site has a contact email, each stay page shows an Ask the host form. Set the email in the Host panel of the booking site editor.

• The visitor writes a question of 12 to 2,000 characters, with their name and email.
• If they picked dates in the booking card, the question shows those dates and the number of guests.
• The question lands in your inbox as a Website conversation, in the Inquiries stack.

Reply in the usual reply box. Supahost sends your reply by email, and the guest’s answer goes to your contact email. The reply shows Queued, Sending, Sent by email, or Failed. If the email does not arrive, every active member gets a notification.

Let the agent draft the reply

The reply agent drafts an answer from the conversation, the reservation, your listings, and your calendar. You choose whether it only suggests drafts or also sends some replies under your rules.

Leah’s playbooks can also answer guests. A playbook fixes the rules before she answers anything:

• Scope: which properties, which channels, and which stage of the stay. The stages are inquiry, pre-arrival, in-stay, and post-stay.
• Active hours, so she does not answer in the middle of your night.
• Tone: concise, empathetic, friendly, formal, or inviting.
• Restricted topics she must never settle herself. Refunds, discounts, compensation, payments, availability, date changes, early check-in, late checkout, property moves, sensitive stay details, and safety are all restricted until you remove them.
• Minimum confidence, 0.85 by default. Below it she escalates rather than send.
• A cooldown after a human reply, 15 minutes by default, so she never talks over you.

Guest data

For guest personal data, you are the data controller and Supahost processes it on your instructions. The Privacy Policy states this split precisely, including what happens to guest data when you leave.