💬 Conversations
Manage all guest chats from multiple channels in real time.
What is the Conversations module?
The Conversations module is the hotel's real-time messaging hub — similar to WhatsApp Web or Telegram, but integrated with every hotel channel (Web Chat, WhatsApp Business, Facebook Messenger, Instagram DMs).
Access it from: Conversations in the side menu (/conversations).
General interface
The screen is divided into two panels:
- Left panel — list of active and past conversations, with filters and search.
- Right panel — full history of the selected chat with a field to reply.
Left panel: conversation list
Available filters
- By channel: All / Web Chat / WhatsApp / Facebook / Instagram
- By status: Active / Expired / With captured lead
- By type: Booking / Lead / FAQ / Mixed
- By date: Today / This week / This month / Custom range
- By hotel: if you manage multiple properties (selector at the top)
- Search: by guest name, email, or phone
Information visible in each conversation
- Guest name or identifier
- Source channel (channel icon: blue badge = Web, green = WhatsApp)
- Preview of the last message
- Time elapsed since the last message
- Detected buyer persona tag
- Badge if a lead has been captured
Right panel: active chat
Message history view
- Guest messages (left) and bot or human agent replies (right)
- Indicators of tools the bot called (RAG, PMS query, etc.)
- Timestamp of each message
- Source channel shown in the chat header
Captured guest data
In the side panel of the active chat you will see:
- Name, email, and phone (if the bot captured them)
- Detected buyer persona with an explanation
- Dates of interest mentioned
- Intent level (High / Medium / Low)
Human Takeover
The bot handles every conversation automatically. You can take control manually at any time.
How to activate human mode
- Open the conversation in the right panel
- Click the "AI Agent" toggle at the top of the chat
- The toggle switches to "Human Agent" — you can now type directly
- The bot stops — guest messages reach only you
How to return to AI mode
- Click the "Human Agent" toggle again
- The toggle returns to "AI Agent" — the bot resumes the conversation
- The bot receives the context of the previous messages and continues coherently
If you close the browser while human mode is active, the bot stays disabled. Remember to turn it back on.
Actions on a conversation
- Mark as Lead — if the conversation has sales potential, create it as a record in the Leads module with one click.
- Assign to a teammate — click "Assign", choose the agent from the dropdown; they will receive a notification.
Quick replies (Templates)
Use templates to answer frequently asked questions quickly in human mode:
- Click the templates icon (⚡) in the text field
- Select or search for the template you need
- The text loads into the field — customize if needed and send
WhatsApp templates require Meta approval and are managed in Connections → WhatsApp Business → Templates.
Active session window (24 hours)
- A conversation stays active for 24 hours from the guest's last message
- After 24 hours, the conversation moves to "Expired" — the bot cannot reply proactively without a Meta-approved template (on WhatsApp)
- Expired conversations remain in the full history and can be reviewed
- If the guest writes again, a new session opens automatically
Conversation statistics
At the top of the module you will see metrics for the current period:
| Metric | Description |
|---|---|
| Active conversations | Sessions started in the last 24h |
| Response rate | % of conversations with a bot reply in < 5 sec |
| FAQs resolved | Questions answered automatically by the bot |
| Human transfers | Chats escalated to an agent |
| Captured leads | Conversations with at least a guest email or phone |
| Conversion rate | % of leads that resulted in a booking |
Export history
"Export" button in the top-right corner: download a CSV of the filtered conversation history for the selected period. Useful for external analysis or reports to the management team.