Messages
Every guest conversation from every channel, sorted by what actually needs you, with a draft reply when you want one.
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
Section titled “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
Section titled “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 — 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.
What the AI does and does not do
Section titled “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 and the drafts get specific.
Complaints become tickets
Section titled “Complaints become tickets”When a thread reads as a complaint or a maintenance problem, a ticket 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
Section titled “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
Section titled “What guests never see”- Your internal notes.
- Ticket titles, assignments and resolution plans.
- Anything in Team chat, which is a separate conversation among staff.
For AI tools: this page as markdown · llms.txt · llms-full.txt