# Messages

> Every guest conversation from every channel, sorted by what actually needs you, with a draft reply when you want one.

Source: https://docs.santara.ai/daily/messages/

One thread per guest conversation, from every connected channel. A reply you send here goes back
out through the channel the guest booked on — the guest sees it in the Airbnb or Booking.com app,
as they expect to.

![The inbox: one thread per guest conversation, ordered by what needs answering rather than by when it arrived.](/screens/messages.en.png)

## The inbox

Threads are ordered by what needs attention, not by time. Each carries:

- **Urgency and tone** read from the guest's own words.
- **Why it is at the top** — an unanswered question, a complaint forming, an arrival today.
- **Reservation context** — dates, room, channel, and what the guest has already been told.

Threads with nothing outstanding fall down the list on their own.

## Replying

Write and send. Three things sit beside the box:

- **Suggested response** — a draft written from the thread and the reservation. Read it, edit it,
  send it. Nothing is ever sent without you pressing send.
- **[Message templates](/setup/workspace/#message-templates)** — your own saved replies with
  placeholders (guest name, check-in time, door code) filled in from the stay.
- **Upsell prompts** — where the calendar allows a late checkout or an extra night, the offer is
  offered here as a draft. See [Upsells](/money/upsells/).

## What the AI does and does not do

It **reads** the thread, the reservation and the property's facts, and it **drafts**. It does not
send, and it cannot send. There is no auto-reply mode, on purpose: a wrong automated answer to a
guest costs a review.

The quality of a draft depends on what the property knows. A property with no wifi password, no
check-in time and no address produces vague drafts. Fill those in under
[Properties](/setup/properties/) and the drafts get specific.

## Complaints become tickets

When a thread reads as a complaint or a maintenance problem, a [ticket](/daily/tasks/#tickets)
opens for it — so the fix is tracked somewhere other than a conversation that scrolls away. The
ticket keeps the link back to the thread.

## History

Threads carry the conversation as the channel has it, including messages sent before you connected
Santara. Where a channel closes a thread after checkout, the history stays here.

## What guests never see

- Your internal notes.
- Ticket titles, assignments and resolution plans.
- Anything in [Team chat](/daily/tasks/#team-chat), which is a separate conversation among staff.