Overview
This explains how to communicate with guests in a chat format using the AirHost ONE feature.
Detail
How to set it up
Go to [Admin Console] → [Property List] → select the relevant property → [Check-in Settings] → [Common Settings].
2. Click the ✎ Edit button next to “Chat”.
3. Turn on “Enable”, then click “Save” at the bottom right.
The chat feature will now appear on the guest form.
(Note)
Regarding the setting “Which devices are allowed to use chat?”
*As of June 2024 | App | Web |
For users with tablets installed | Check this option if you want to enable the chat feature on the tablet screen. | Check ☑ |
For users without tablets | No configuration is required. | Check ☑ |
How to use
For Users – Sending a Message
1. Go to Dashboard ≫ Check-in Management, search for the relevant reservation, and click on it. Then, in the Booking Details screen, go to Room Info ≫ Chat.
Note:
When a chat message is received from a guest, a green dot will be displayed.
2. The chat window will pop up on the right side of the screen. You can reply to the guest by typing your message in the input field at the bottom and clicking Send.
For Users – How to Check Messages
1. Go to Dashboard ≫ Messages.
When a chat is received, a chat icon will be displayed.
(It appears where the OTA icon is normally shown when a message is received.)
2. Click on the relevant chat to view the received messages.
To indicate that the message was received via chat, “Chat” will be displayed in the red-framed area.
3. To reply, use the input field at the bottom:
Reply to guest → Enter your message → Send.
Note:
Even for the same reservation, messages and chats are displayed separately.
Chat conversations can be viewed under “Chat”.
Message conversations should be viewed under “Messages”.
Note:
If you want to receive email notifications when a chat is received, please enable “Inquiry” in the notification settings.
Guest – How to Send and Receive Messages
1. Open the guest form via the pre check-in URL and navigate to “Chat”.
2. Guest – How to Send and Receive Messages
Open the guest form via the pre check-in URL and navigate to “Chat”.
Guest – Sending and Receiving Messages
Open the guest form using the pre check-in URL, then go to “Chat”.
3. Type your message in the form.
On a smartphone: Press Return, Enter, or the line break button to send.
On a PC: Press Enter to send.
4. The Plus (+) button can be used to attach images or files.
Note:
Neither messages nor chats can be unsent or deleted once sent.
When a chat is sent from the host to the guest, there is no notification sent to the guest.
The guest can only check whether they have received the chat by opening the guest form via the pre check-in URL and navigating to “Chat.”