Messages & conversations

The Messages dashboard is where you see all guest conversations and can reply, approve AI suggestions, or handle escalated threads.

Viewing conversations

• List — Conversations are grouped by reservation (property + guest + dates). You may see the latest message, guest name, property, and status (e.g. AI sent, Pending review, Escalated).
• Filters — Filter by property, date range, or status so you can focus on what needs attention.
• Conversation view — Open a thread to see the full history: guest messages, AI replies, and your replies. Messages are in chronological order.

Status and actions

• AI sent — The AI already sent a reply. You can read it and reply again if the guest writes back.
• Pending review — The AI suggested a reply but it’s waiting for your approval. Approve to send as-is, Edit then send, or Discard and type your own.
• Escalated — The AI did not send (e.g. refund request). Reply yourself from this thread.
• No AI action — e.g. you already replied, or the agent is off. You can still type a manual reply.

Replying

• Manual reply — Type in the conversation and send. The reply is sent to the guest via Beds24.
• Edit before send — For pending review, edit the AI suggestion and then send.
• Confidence — For AI messages you may see a confidence score or explanation; use it to decide whether to approve or edit.

Link to analytics

From Messages you can get a sense of volume and AI usage. For detailed metrics (reply rate, intents, escalations), use Analytics (dashboard or per-property). See Analytics & AI performance.

Next: Contacts — Guest contacts and history.