Overview
The Message Management Report allows you to visualize and analyze:
The number of inquiry messages received from guests
The user who handled each reply
The response time from inquiry to reply, as well as the average response time
Trends in inquiry message content
This report helps improve message handling operations and maintain service quality.
⚠️ This feature is available only with a subscription to AirHost ONE HMS (Premium Plan).
Detail
How to Access
Click [Reports] from the left-side menu on the dashboard.
From the report list, select [Production Reports] > [Message Management Report].
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Items You Can Review
You can view both summary data showing the overall status of the report and detailed information for each individual inquiry.
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Summary Data
At the top of the Message Management Report screen, the following aggregated data is displayed based on the selected period and staff filters:
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Total inquiries (items) | The total number of inquiries handled within the selected period. |
Average Duration (min) | The average time it took to respond to an inquiry after it was received. |
Responding staff (people) | The number of staff members who responded to messages during the target period. |
Total Guest (people) | The number of guests who made an inquiry. |
Message List
The following information is displayed in list format:
Date | The date the reply was sent. |
Responding Staff | The name of the user who sent the reply. |
Reservation Number | The reservation number associated with the inquiry. |
Channel | The OTA name of the reservation (e.g., Airbnb / Booking.com / Rakuten Travel, etc.). |
Guest Name | The name of the guest who sent the inquiry message |
Inquiry Time | The date and time when the guest sent the inquiry message |
Reply time | The date and time the user replied |
Processing Duration (min) | The time it took for the user to reply after receiving a guest inquiry message (in minutes) |
Inquiry Content | The content of the guest’s inquiry message. |
Reply content | The content of the reply sent by the user. |
Message Tags | The name of the message tag assigned to the message. |
Filter Conditions
At the top of the Message Management Report screen, you can specify filter conditions to refine the displayed data.
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Date | Specify the period of inquiries to display in the report. The maximum |
Responding Staff | Select this option if you want to display only messages handled by a specific staff member (user). |
💡 If you would like to filter by a specific property or property tag, please use the property selection box located at the top left of the dashboard.
Aggregation Logic (Important)
How Inquiries Are Counted
Each one staff reply is counted as one inquiry.
Example:
A guest sends an inquiry message → A staff member replies once → Counted as 1 inquiry
The guest sends an additional message → The staff member replies again → Counted as 2 inquiries
Update Timing
The report data is updated once every 24 hours.
Date & Time Standard
All dates and times are aggregated based on the time zone set for the property.
Minimum Unit for Handling Time
The minimum unit for handling time is 1 minute.
Example:
Guest inquiry time: 11:27:20
User reply time: 11:27:40
→ The handling time will be displayed as 0 minutes.
Cases Excluded from Aggregation
The following cases are not included in the report aggregation:
When the first message in the thread is sent by a user (staff)
When message sending fails
When only automated messages are sent
When replying from the OTA side
Export (CSV)
Click [Export to] in the top-right corner of the screen to download the currently displayed report data in CSV format.
The downloaded CSV file can be used for internal analysis, reporting, and other business purposes.
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The exported data will reflect the same conditions (filter results) as the reservation information currently displayed on the screen.
Please note that the summary data (overall statistics) is not included in the CSV file.
Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ)
Q. Can I navigate directly from the report to the reservation details page?
A. Currently, there is no feature to navigate directly from the report.
This report is designed to provide an overview of guest inquiry messages and staff responses. To keep the operation consistent with other reports, direct navigation from the report to reservation details is not supported.
If you want to check reservation details, please follow these steps:
Copy the reservation number from the report.
Go to [Reservation Management] > [Check-in Management].
Use the reservation number search to find the relevant reservation.
Q. Are graphs available?
A. Graphs are not provided. The report is displayed in a table format. Use the CSV export to analyze the data externally if needed.
Q. How can I use this report effectively?
A. The Message Management Report can be used for the following purposes:
Track staff response counts and times
Understand how many inquiries each staff member handled and identify workload imbalances.
Improve inquiry response speed
Check average and individual response times to identify cases or time periods when replies are delayed.
Analyze inquiry trends
Identify common inquiries and create templates or FAQs.
The FAQs can be displayed on the guest page using the Check-in Pro Plan → Custom Menu feature. Providing pre-arrival information may reduce inquiries and promote additional services.
More details: [Check-in Custom Menu]
Visualize response quality
Review responses and history to standardize support quality and use as training material.
Analyze with CSV export
Use downloaded CSV data for internal reporting, KPI tracking, graph creation, and other analyses.