Guest messages and the inbox

Your hotel sends guests a confirmation and reminders from your own WhatsApp number and by email. Each goes in the guest's language. When a guest answers, by WhatsApp or by email, the answer lands in the Unified Inbox with their booking.

Set it all up in Settings → Booking page and guest messages.

The messagesCopy Anchor Link

For each message:

• the switch turns it on or off;
• Send ... days before arrival chooses when a reminder goes (1 to 30 days);
• Also by email when the guest gave one sends it by email too.

Under a deposit rule, the payment reminder's switch also sends one deposit reminder the day after booking, if the deposit isn't paid (Deposits).

Reminders go between 10:00 and 20:00 hotel time, and each guest gets each message once. Lately shows the last messages: sent, not sent and why, or failed, with the language and whether it was emailed.

In the guest's languageCopy Anchor Link

Each message is written in one of Ana's 20 languages, picked in this order:

1. the language the guest chose on your booking page (their browser's language), or the one on their profile on the Guests page;
2. their country's language, from their nationality;
3. your hotel's language;
4. English.

Dates are written in that language too.

WhatsApp templatesCopy Anchor Link

Outside 24 hours of the guest's last message, WhatsApp only delivers messages from templates it has approved. English templates are always there. Under Email and languages, tick each other language your guests speak: ChatBeds sends those templates to WhatsApp for approval. Until a language is approved, those guests get the English template on WhatsApp. Their email is in their language anyway.

By emailCopy Anchor Link

Emails go from your hotel's name. Under Email and languages, type Your hotel's email: when a guest answers an email, the answer goes there. Invoices you email from a booking go the same way, in the guest's language.

When your ChatBeds server has inbound email set up, guests' answers come back into the Unified Inbox instead, on their conversation (each booking has its own reply address, so the answer lands in the right place).

The Unified InboxCopy Anchor Link

Each guest has one conversation: their WhatsApp messages and their emails together, oldest first, with their booking at the top (click the reference to open it). Messages the hotel sent automatically are there too.

To answer:

1. Open the conversation.
2. Under Answer on, choose WhatsApp (within 24 hours of the guest's last WhatsApp message) or Email.
3. Write your reply, or click Draft a reply for Gemini to draft one from the conversation and the booking.
4. Click Send reply.

TranslationCopy Anchor Link

When a guest writes in another language, Gemini shows their message in your hotel's language under the original.

To answer in theirs, keep Send in [their language] ticked and write in yours: Gemini translates your reply, sends it in their language, and shows you both. If Gemini can't translate, nothing is sent and you're told.

Translation needs Gemini on your ChatBeds server. Without it, messages show as written.