How do I manage guest messages in the Messages tab?
Updated
The new and improved Messages tab is here! A sleek, intuitive design, faster performance, and enhanced features make managing guest communication easier and more seamless than ever.
You can only mark conversations as read if they contain incoming messages.
To mark conversations as read:
Click the ⋯ (More options) menu.
Select the conversation(s).
Click the eye icon.
Marking Conversations as Unread
You can only mark conversations as unread if they contain incoming messages.
In bulk:
Click the ⋯ (More options) menu.
Select the conversations.
Click the envelope icon.
Individually
You can either:
Click the ⋯ next to the conversation and select Mark as Unread,
OR
Open/select the conversation and click the envelope icon in the top-right corner.
Deleting Conversations and Messages
When you delete a message or conversation, it is permanently removed from Smoobu.
Please note: Items deleted in Smoobu are not deleted from the booking portals themselves.
Deleting a Single Conversation
You can either:
Click the ⋯ next to the conversation and select Delete,
OR
Open/select the conversation and click the trash bin icon in the top-right corner.
Deleting Conversations in Bulk
Click the ⋯ (More options) menu.
Select the conversations.
Click the trash bin icon and confirm the deletion.
Deleting a Single Message
Within a conversation, hover over the message you want to delete and click the trash bin icon.
Filters
Under Filters, you can sort messages by Read, Unread, Portals, or Labels.
Your selected filters are saved each time you open the Messages tab.
Date Selection
By default, conversations from the past 6 months are displayed.
Messages are available for up to 2 years.
You can customize the date range as needed, but it will automatically reset to the default range after 2 hours.
Additional details on each booking
In the top-right corner, you can view the Arrival Date, Departure Date, Property, and Status.
Click the down arrow to see additional details, including the guest’s email address, phone number, check-in and check-out times, number of adults and children, prepayment information, total price, and booking creation date.
You can edit the booking directly from here, or click “View More” to access the full booking details.
Conversation
Under Additional Details, you’ll find the full conversation history, including the back-and-forth between you (the host) and the guest, as well as any messages involving third-party recipients.
For clarity, messages are color-coded as follows:
Dark Blue: Host
Light Blue: Guest
Grey: Assistant or third-party recipient (these messages are not visible to the guest)
Sending Messages
In the bottom-right corner, you’ll find the option to send messages to guests or third parties. You can quickly type and send a one-off message, or save time by choosing from a selection of pre-made templates.
When replying to a message in the portal, the subject line should include "marketing name" (same as on the website) of the property instead of the main name which appears internally.
When you say 'replying to a message in the portal', do you mean in your Smoobu session? Our intention is to display the internal name within your Smoobu session and the marketing name on your Smoobu website and Guest App.
I mean when I want to send a message to a guest directly from Smoobu, the default subject of the empty template contains the internal name. I think it should contain the marketing name, because that subject is seen by the guest.
Comments
6 comments
When replying to a message in the portal, the subject line should include "marketing name" (same as on the website) of the property instead of the main name which appears internally.
Hi Agne,
When you say 'replying to a message in the portal', do you mean in your Smoobu session? Our intention is to display the internal name within your Smoobu session and the marketing name on your Smoobu website and Guest App.
Let me know if this helps!
Hi Marriane,
I mean when I want to send a message to a guest directly from Smoobu, the default subject of the empty template contains the internal name. I think it should contain the marketing name, because that subject is seen by the guest.
I see what you mean. We're not quite there yet but it will surely be adjusted in the future. Thanks for the feedback!
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