This screenshot shows a guest live chat session with the AI assistant on your website.
💬 Conversations | Managing Guest Chats
The Conversations section in chat.directbookings.ai is where all guest interactions come together — whether from live chat, WhatsApp, Facebook Messenger, or other connected channels. This unified inbox ensures that no inquiry goes unnoticed.
🧩 Key Areas Explained
🧵 Left Sidebar: Conversation Threads
Shows all conversations, filtered by tabs:
Unread: New messages not yet viewed
Recents: Most recent interactions
Starred: Manually marked important chats
Each conversation is labeled by source (e.g., Guest Visitor, WhatsApp, etc.)
💬 Center Panel: Live Chat Interface
The guest’s message history is visible chronologically.
AI assistant replies are shown with icons or avatars.
System automations (e.g., "Opportunity Created") are displayed as cards.
The bottom message box allow you to:
Send replies
Please pay attention to which messaging channel you want to reply to
Use saved snippets
Leave Internal Comments (not seen by guests)
📋 Right Panel: Contact Information
Displays guest’s:
Name (e.g., Guest Visitor Kdaox)
Contact details (email, phone if provided)
Tags
Assigned team member
DND status (Do Not Disturb)
Admins can manually assign owners, add tags (e.g. ai off), or trigger follow-ups.
An automated Follow-Up (FUP) message personalized with the guest’s name and property name, sent via WhatsApp. Gray messages indicate system-generated or staff-sent replies, while green messages are guest responses. The right panel shows guest details, automation history, and tagging options.
📱 Conversations | WhatsApp Inbox
The WhatsApp tab in the Conversations section of chat.directbookings.ai captures all guest interactions that originate from:
✅ Facebook or Instagram Ads using Click-to-WhatsApp
✅ Automated Follow-Up (FUP) Messages triggered by booking link activity (e.g., sent but not clicked or booked)
This centralized inbox lets you manage, monitor, and respond to all WhatsApp-based inquiries across all properties, directly from one place.
🧩 Interface Breakdown
🧵 Left Panel — Conversation List
Displays all WhatsApp threads with status indicators (e.g. unread, ended)
Filters available: Unread, Recents, Starred
💬 Middle Panel — Chat Feed
Please pay attention to which messaging channel you want to reply to
🟩 Green messages = Replies from the guest via WhatsApp
⬜ Gray messages = Sent by:
🔁 System automations (e.g. Follow-Up 1, Follow-Up 2)
👤 Your property staff (agents logged into the system)
💡 How to tell the difference?
Messages from the system will have a bot or automation icon/photo
Messages from property staff show the staff member’s profile photo on the right
📋 Right Panel — Guest Details
Automatically displays the guest’s WhatsApp number
Lets you:
Assign an owner (staff)
Add or view tags (e.g. ai off, live chat, fb ads)
View automations triggered
Enable or disable DND (Do Not Disturb) for this contact
✉️ About FUP Personalization
All Follow-Up Messages (FUPs) sent by the system are automatically personalized using:
👤 Guest Name (e.g., "Sarah”)
🏨 Property Name (e.g., “The Light Exclusive Villas & Spa”)
This makes every message feel human and relevant — even when it’s automated.
⚙️ Key Actions
Action
Description
Send Message
Respond using the WhatsApp tab (manual or template-based)
Use Templates
Required for replies outside the 24-hour window (Meta rule)
Tag the Guest
Use tags like ai off, not booked, or VIP
Assign Owner
Delegate to a property staff user
Track FUP Status
Confirm if Follow-Up 1 or 2 was sent
✅ Best Practices
🧠 Always check the sender icon/photo to know if a message was sent by the bot or a real agent
🏷️ Use the tag ai off to stop the AI from replying if the guest is being handled manually
🕒 Send templates only when outside WhatsApp's 24-hour messaging window
✨ FUPs are auto-personalized — no need to edit the name or hotel info manually
✅ Pro Tip
💡 Tagging: Use tags like ai off, VIP, or Repeat Guest to organize follow-up workflows.
