“Website Messenger” shows how visitors to the hotel website use the Messenger: how often they open it, whether they write or make a request, and how many of these requests lead to offers, reservations and revenue. The menu item is under Analytics › Website Messenger.
Example: See how visitors on a smartphone use the Messenger
Open Analytics › Website Messenger.
Open the “Usage” tab.
Leave the preset period as it is: the last 30 days up to yesterday.
Under “Device type”, select “Smartphone”. From now on, only visits with a smartphone count.
Read the “Opening and interaction rate” chart. It shows what share of the visits opened the Messenger and how often this led to a first message or request.
Read the “Requests and bookings” chart. It shows the requests and reservations from these visits.
Open the “Key data” tab.
“Key data” then shows the values of the smartphone visits in summary, including “website visits”, “Open rate”, “Requests”, “Reservations” and “Revenue”.
The pages in detail
An opening counts if the visitor opened the Messenger during their visit. An interaction is a first message or a first request. Requests, offers, reservations and revenue come from the communication that the visit created. The figures are updated every 15 minutes and can therefore be up to a quarter of an hour old.
A visit counts only if the visitor accepted the functional cookies on the website. An opening counts only if the visitor accepted the performance cookies; in anonymous mode it does not count.
Overview
The “Overview” always shows the last 30 days up to yesterday; you do not select a period here. It counts visitors, not visits.
“Booking funnel” leads from “Website visitors” through “Visitors who opened the Website Messenger” to “Visitors, who have made a request”. Then follow “Offers from requests via the Website Messenger”, “Guests clicked offer”, “Reservations from requests via the Website Messenger” and “Revenue”. Offers, reservations and revenue appear only if there are any.
“Real-Time” shows “Users active in Website Messenger”, that is, the visitors who are using the Messenger right now, and the “Average session duration”.
Three ring charts, “Communications by guest and device type”, “Requests by guest and device type” and “Reservations by guest and device type”, divide the visitors into “Unverified users”, “Verified users” and “Guests, who had already booked” and into “Desktop”, “Tablet” and “Mobile”.
The “Time to Action” charts show how long it takes from the first visit to the first opening, to the first chat message, to the first request and to the first reservation, in groups from “less than 1 min.” to “more than 1 week”.
Usage
“Usage” shows openings, interactions, requests and reservations in the selected period. It counts visits.
Filters: The period is first set to the last 30 days up to yesterday. “Device type” limits the figures to “Desktop”, “Tablet”, “Smartphone” or “Other”. With Multi-Property, “All facilities/hotels” limits them to one building or hotel.
The selection of visitors limits whose visits count. “All visitors” counts every visit. “Verified” shows the visitors who confirmed their email address in the Website Messenger: via the confirmation sent to them, a link in the confirmation email or a code. What counts is the status at the start of the session. “Not verified” shows the visitors who did not do so. “Who were already guests” shows the visitors whom ReGuest assigns to a guest with an earlier reservation, through a request or through the same email address. These visitors are missing from “Not verified” and “Verified”.
The charts “Opening and interaction rate” and “Requests and bookings” show these values for the selected filters.
Key data
The “Key data” tab under “Usage” summarises the values: “website visits”, “Open rate”, “Interaction rate”, “Requests”, “Request rate”, “Offers”, “Open rate (offers)”, “Reservations”, “Reservation rate” and “Revenue”. “Open rate” divides the openings by the visits, “Request rate” divides the requests by the openings. “Click on booking link” appears only if there were such clicks.
Booking funnel
The “Booking funnel” tab under “Usage” leads from “Website visits” through “Visits during which the Website Messenger was opened” to “Visits, during which a request was made”.
Channels, sources and campaigns
The three tabs show where the visits with the Messenger come from: “Channels” by advertising channel, “Sources” by source and “Campaigns” by campaign. They have the same filters as “Usage”. The charts are called “Origin of Messenger requests by channel”, “… by source” and “… by campaign”. The table shows per row “Visits”, “Percentage”, “Open rate”, “Interaction rate”, “Requests”, “Request rate”, “Offers”, “Click rate (offer)”, “Reservations”, “Conversion rate”, “Reservation rate”, “Revenue” and “ø Revenue/res.”. “Copy table to clipboard” copies the table. If there are no visits for the filters, it says “There is no data for the selected filter criteria.”
Prerequisites
‘Website Messenger’ belongs to the Offers and Channels › Website Messenger licence modules. With Multi-Property, the “All facilities/hotels” filter is added in all tabs except “Overview”.
If the module is licensed, access to it is enabled for specific users through their role. Roles are managed by ReGuest support.
Frequently asked questions
What must be set up for the analysis to show values? The hotel needs the licence modules Offers and Channels › Website Messenger, as stated under “Prerequisites”. Visits count only if visitors accept the functional cookies on the website, openings only with accepted performance cookies. ReGuest support can tell you whether the Website Messenger is set up for the hotel.
Why is the “Website Messenger” menu item missing under “Analytics”? The menu item exists only with the Offers and Channels › Website Messenger licence modules, and only a user whose role includes access to it sees it. ReGuest support can tell you whether the modules are set up for the hotel. Roles are managed by ReGuest support.
Why does the “Overview” show different figures than “Usage”? The “Overview” counts visitors and always the last 30 days up to yesterday. “Usage” counts visits in the selected period.
Why are the figures of the last few minutes missing? The figures are updated every 15 minutes. “Real-Time” in the “Overview”, by contrast, shows the current status each time the page is opened.
Can a table be downloaded? No. The tables can only be copied to the clipboard with “Copy table to clipboard”.
As of: 2026-10-27.