Overview
Conversations is where you read and reply to your guest messages from Booking.com and Airbnb in Amenitiz. It shows each message next to the guest's booking, so you have everything you need to reply without switching screens.
We're bringing all your guest messages into Conversations because that's where we add new tools to help you communicate with your guests better and faster.
Next to every conversation you can see:
Who the guest is: name, email and phone (The information available depends on the channel. Booking.com does not share the guest's phone number.)
What they booked: dates, room, occupancy and any balance still owed
Your notes and their stay history
With Ami, your AI assistant in Conversations, you can also have replies written for you, in each guest's language. Ami is a paid add-on. See How to use Ami to reply to your guests.
Depending on your plan, you can also message guests on WhatsApp from Conversations. See How to set up WhatsApp Business and connect it to Amenitiz.
Before you start
Your property is connected to Booking.com, Airbnb, or both. Conversations shows the messages from the channels your property is connected to.
Step-by-step instructions
Open Conversations
Go to
Messaging→Conversationsin the left menu.
Read your list of conversations
On the left, you will find your conversations. Each one shows the guest's name, the date of the last message, and a preview of that message. Select a conversation to open it.
Find a conversation
At the top of your conversation list, click the search field (
Search guests) and type the guest’s name.
The list below narrows as you type. Search covers your whole conversation list, including past stays.
Type at least three characters. You can also search by the guest’s email address. Accents are ignored, so Munoz finds Muñoz.
Clear the field to return to your full list, ordered by the most recent message. The conversation you have open stays open.
Read a conversation
In the centre, you can see the full message history with the guest. Each message is labelled with the channel it came from — Booking.com, Airbnb or WhatsApp — and the time it was sent.
See the guest and booking details
On the right, the panel shows the context for the conversation you have open:
Guest details: name, email and phone (The information available depends on the channel. Booking.com does not share the guest's phone number.)
Reservation: check-in and check-out dates, reservation number, room and number of guests
Payment status: the amount and whether it is Paid or Unpaid, along with the booking source
Latest note: the most recent note saved on the reservation
Stay history: the guest's past and upcoming stays
Click View Reservation to open the full booking.
Reply to a guest
At the bottom of the conversation, click
Write a reply, type your message and send it.
Above the reply box, Send via: shows the channel your reply will go out on. When a guest has a thread on more than one channel, select the one you want before sending.
Your reply reaches the guest through the channel the conversation came from.
If you use Ami, a suggested reply may already be waiting in the reply box, or you can click Generate to get one. Review it before sending.
Important
Conversations replaces the OTA Inbox, which will be removed soon. It already shows the same Booking.com and Airbnb messages, including past conversations.
Conversations is included for every property at no extra cost. Ami, the AI assistant, is a paid add-on.
FAQs
Why do I see the same messages in Conversations and in my OTA Inbox?
Why do I see the same messages in Conversations and in my OTA Inbox?
Conversations and the OTA Inbox show the same Booking.com and Airbnb messages. The OTA Inbox will be removed soon, so use Conversations from now on. See Changing from the OTA Inbox to Conversations: what to expect.
Do I have to stop using my OTA Inbox?
Do I have to stop using my OTA Inbox?
Yes. The OTA Inbox will be removed soon, and Conversations will be the only place to read and reply to guest messages. Your messages and past conversations are already in Conversations.
Which messages appear in Conversations?
Which messages appear in Conversations?
Conversations shows your Booking.com and Airbnb messages. Depending on your plan, it can also show your WhatsApp messages.
Can I reply to guests directly from Conversations?
Can I reply to guests directly from Conversations?
Yes. Use Write a reply at the bottom of the conversation. Your reply reaches the guest through the channel the conversation came from.
Where can I see how much a guest still owes?
Where can I see how much a guest still owes?
The guest and booking panel on the right shows the payment status, including the amount and whether it is Paid or Unpaid.
Why can't I see Conversations in my account?
Why can't I see Conversations in my account?
Conversations appears under Messaging then Conversations once your property is connected to Booking.com or Airbnb.
Does replying in Conversations change anything on the booking?
Does replying in Conversations change anything on the booking?
No. Conversations is for messaging only. To manage the booking itself, click View Reservation to open the full reservation.
How do I find an older conversation?
How do I find an older conversation?
Use the search field at the top of your conversation list and type the guest’s name. Search covers your whole conversation list, including past stays.
Why is my search not finding anything?
Why is my search not finding anything?
Type at least three characters — shorter terms do not filter the list. Search matches the guest’s name and email address, not the text inside messages. If nothing matches, No conversations found appears; check the spelling, or clear the field to return to your full list.
Can Conversations write replies to guests for me?
Can Conversations write replies to guests for me?
Yes, with Ami, a paid add-on. Ami writes replies from your property details and the guest's booking. You choose whether to review each reply or let Ami answer guests on its own. See How to use Ami to reply to your guests.
What does Needs reply mean on a conversation?
What does Needs reply mean on a conversation?
Ami couldn't answer this guest and handed the conversation back to you. The guest is waiting for your reply. To see only these conversations, use the Needs reply filter in your conversation list.