# Internal Notifications Walkthrough

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🎯 **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**.

```
{PROPERTY_NAME} | System Notification

{GUEST_NAME} just sent a message via {CHANNEL}, but the AI is currently turned off.
Please check and respond manually.

Message: "{LAST_MESSAGE}"
```

**Example**

```
The Light Exclusive Villas & Spa | System Notification

Louansha Nandlal just sent a message via WhatsApp, but the AI is currently turned off.
Please check and respond manually.

Message: "Yes we agree. The amount is already added to the voucher which we will pay upon arrival"
```

***

⚙️ **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.
