Internal Notifications Walkthrough

🎯 What this is Internal notifications in chat.directbookings.ai run on a Silent Mode policy: your team does not receive alerts for routine booking-funnel events. Those events remain visible in the Opportunities and Conversations tabs. The only alert that’s delivered to the team is when the AI is OFF for a contact and that guest sends a new message (AI Off Message). Delivery channel: WhatsApp internal group (default).

🧩 Notification Types & Behavior

New Inquiry The guest has just interacted with the AI assistant. Notification: ✅ Sent via WhatsApp with contact name (if available).

Guest Name Collected AI has captured the guest’s real name and mapped it to the contact (replaces the temporary “Guest Visitor” label used on Live Chat). Notification: ✅ Sent via WhatsApp with contact real name.

Booking Link Sent AI has sent the official booking link after collecting core stay details (dates + pax). Notification: ✅ Sent via WhatsApp with conversation summary to help with context

Booking Link Clicked Guest has clicked the booking link (high intent). Notification: ✅ Sent via WhatsApp with contact real name.

Booking Made Booking is confirmed and mapped to the CRM using matching name and/or phone number. Notification: ✅ Sent via WhatsApp with contact real name & conversation summary.

AI Off Message (the only alert that’s delivered) AI is disabled for this specific contact (ai off tag), and the guest has just sent a message. Notification: ✅ Sent via WhatsApp with full context so the team can take over manually.

📬 AI Off Alert — Delivery Format

The alert includes: Property name, Guest name, Channel, a clear instruction to respond manually, and the guest’s last message.

Example

⚙️ Key Features

✅ Silent by default — No alerts for routine funnel events; your team focuses on true takeovers. ✅ WhatsApp-only delivery — One channel for clean ops and faster response. ✅ Automatic mapping — Names/phones sync to Contacts; Live Chat uses a temporary label until Guest Name Collected. ✅ Conversation Summary — Dates (check-in/out) and pax are structured by AI inside the chat so hand-offs are quick. ✅ No manual data entry — Values and statuses are populated by AI in real time. ✅ Speed-to-lead ready — Alerts are designed to support ≤ 5-minute response SLAs.

✅ Notes for Staff

📌 Only AI Off generates an alert. Everything else is visible in Opportunities and Conversations without pinging your team. 💬 When an AI Off alert arrives:

  • Respond in ≤ 5 minutes from Conversations (manual takeover).

  • Add an Internal Comment summarizing any commitments/decisions.

  • When resolved, remove the ai off tag so AI & automations resume. 🔒 Do not edit or delete system tags. The only tag you may toggle is ai off. 🧭 Name behavior: Live Chat shows a temporary “Guest Visitor” label until the AI collects the real name; after that, the Contacts record uses the real name everywhere. 🧾 Reconciliation: Bookings are matched to CRM by name/phone; review “Booking Made” in pipeline for audits.

🔁 Operational Tips

  • Use Opportunities to prioritize follow-ups:

    • Booking Link Sent → NC FUP (not clicked)

    • Booking Link Clicked → NB FUP (clicked, not booked)

  • Keep Unread = 0 on key channels daily.

  • Keep your WhatsApp alert group limited to Reservations/FO, Sales/Revenue, and Manager to avoid noise.

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