The “Messenger” menu item is the hotel's inbox. It holds all conversations with guests and with senders who are not yet assigned to a guest, whichever channel they came in through: Website Messenger, WhatsApp, Facebook, Instagram or a reply by email. From here the hotel replies, marks conversations as done and assigns unknown senders to a guest. The menu path is Messenger.
Example: Reply to a guest's WhatsApp message
A guest has asked a question about their stay via WhatsApp. The hotel replies to them in the Messenger.
Open Messenger. The Messenger menu item opens the “Verified” list.
Show open conversations. The “to be answered” filter shows only conversations with an open notification. An exclamation mark with “To be answered” marks the conversations that nobody has replied to yet.
Select the conversation. Select the guest's conversation in the list. The newest message is at the top, and the notifications for this conversation count as read for the staff member.
Check the channel. If the WhatsApp 24-hour window is still open, the “via WhatsApp®” tab is already preselected.
Write the reply. Write the reply in the editor.
Send. “Send” sends the reply to the guest via WhatsApp. The staff member's name is placed in front of the text.
Result. All open notifications of the conversation now count as done, and the conversation is no longer listed under “to be answered”.
The pages in detail
“Conversations Overview”
As long as no conversation is selected, the Messenger shows this overview with the note “Please select one from the list.” “Unsent Messages” lists replies that were started and not sent. Such a draft stays only in the browser it was written in, and is back when the conversation is opened again. “Delete” deletes the draft after a confirmation prompt.
“Verified” list
The list shows the conversations with guests from the Guests Archive; the conversation with the newest message is at the top. It loads more as you scroll. A row shows the guest's name, the building's short code and the date of the last message.
The search field “Name • email address • phone number” searches only the email for an email address, only the phone number for a number, and otherwise the name and email.
The “to be answered” filter shows only conversations with an open notification, “online” only guests who are online right now.
With Multi-Property, a filter by building is added: “all” or one entry per building.
The “Verified” and “Not verified” tabs switch between the two lists. With the Website Messenger, each tab shows the number of open conversations. Without the Website Messenger, the first tab is called “Messenger”.
“Assignments” sidebar
The “Assignments” sidebar appears only for some hotels. ReGuest support can tell you whether it is set up for the hotel.
A conversation: “Conversation started with …”
Each message shows its origin, for example Website Messenger, email, WhatsApp, Facebook, Instagram, booking or campaign. “Load messages from earlier conversations” adds all of the guest's older messages. New messages appear without reloading, and a new guest message in another conversation is announced by a notification window.
Offer, booking and guest. If an offer belongs to the conversation, the “Go to offer” tab opens this offer. If a booking belongs to it, “Go to reservation” opens this booking. “Go to guest” opens the guest record of the guest the conversation is held with.
The reply channel. If the guest has a WhatsApp number, a Facebook or an Instagram ID, the tabs “via WhatsApp®”, “via Facebook®”, “via Instagram®” and “via Messenger” select the channel. If a 24-hour window is open, the matching channel is preselected. As soon as there is text or an attachment in the editor, the channel can no longer be changed.
With WhatsApp, a free reply is only possible up to 24 hours after the guest's last message, minus five minutes. After that the conversation shows “The WhatsApp® 24-hour limit has been reached”.
The same window applies to Facebook and Instagram. After it, exactly one more message from the hotel can be sent; once this one has been sent, no more can be sent.
The editor. In the “Message type” field the staff member selects “text message”, “image or document” or, for Instagram, “images”. Only one attachment goes out to WhatsApp, Facebook and Instagram. In the “via Messenger” channel, “Salutation” and “Signature” insert placeholders into the reply. The content blocks are available in the guest's language. “Add attachment” attaches a file “From computer” or “From generic files”. “Offer n.” is only available if an offer belongs to the conversation, and inserts its number at the cursor position. “Arrival” and “Departure” are only available if a booking belongs to it, and insert its arrival or departure date.
Translate. If the language of a guest message differs from the staff member's, the “Translate” button translates this message.
Redacting. Parts of a guest message can be redacted and saved that way, if the user's role allows it. Roles are managed by ReGuest support.
Completing. On “Send”, all open notifications of the conversation count as done. “Set to done” does the same without a reply. For some hotels the conversation shows the “… open assignments” button instead, with the number of its open assignments. There you select individual assignments, or “Select all” takes all of them, and “Set selected to done” completes them. ReGuest support can tell you whether this is set up for the hotel.
Reply suggestion from CRIS
If CRIS is active and only suggests replies, a “Proposal from” CRIS appears under the last guest message. “Send” sends it to the guest. “Edit” copies its text into the editor, where it can be changed before sending. “Discard” removes the suggestion and shows the editor without copying any text. “Suggest answer” in the editor requests a new suggestion for the guest's last message.
If CRIS needs a hint, the staff member chooses a direction, “positive”, “negative” or “neutral”, and writes in the “Tell the guest that...” field what the reply should say. “Propose answer” then requests a new suggestion. With “Write your own answer” the staff member replies themselves. “No answer necessary” hides the suggestion and shows the normal editor again.
“Not verified” list
This is where messages via WhatsApp, Facebook and Instagram that match no guest end up, and conversations from the Website Messenger as long as the sender has not confirmed their identity. The list shows only conversations with at least one message, the newest at the top. The search field, “to be answered” and the selection by building work as for the verified ones; “online” is not available here.
An unverified conversation
The conversation is answered like a verified one, with “Send” and “Set to done”. “Language” changes the language of the conversation.
Blocking. “Block conversation (Spam)” blocks the conversation after a confirmation prompt. After that no more messages arrive, and the editor disappears. “Unblock the conversation” releases it again.
WhatsApp after 24 hours. If the window is closed, the conversation offers to call the guest or to send a pre-made message in a chosen language with “Send pre-made WhatsApp® message”. The button appears only if an active template exists for this case.
A matching guest. If the conversation already finds a guest with the same phone number, it shows “A guest with the phone number … was found in the Guests Archive.” and next to it the “Assign conversation to a guest” button.
A sender confirms their identity. If a Website Messenger sender confirms their identity with the code from the email or via the link, ReGuest assigns them to a guest via the email address or creates a new one. The messages move into the verified conversation. The unverified conversation then only shows a note and leads there with “Switch to the verified conversation”.
“Assign conversation to a guest”
Here, conversations from WhatsApp, Facebook and Instagram can be assigned to a guest by hand. Under “Found guests”, the page suggests guests with the same or a similar phone number for WhatsApp, and guests with a similar name for Facebook and Instagram. Alongside, the “Search for a guest” field lets you search for a guest yourself once you have typed at least two characters.
“Assign conversation to a guest” asks once more, “Assign conversation to the guest” confirms. After that all messages move into the guest's conversation, and the page switches there. With WhatsApp, the number is saved as the guest's mobile number with confirmed WhatsApp consent.
Prerequisites
‘Messenger’ does not need a licence module of its own. With Channels › Website Messenger, the conversations from the Website Messenger are added. With Channels › WhatsApp™ Integration, the conversations via WhatsApp are added. With Channels › Facebook Messenger™ Integration, the conversations via Facebook and Instagram are added. With Guest Management, the “Translate” button on the guest's messages is added. With CRIS Chatbot, the reply suggestions from CRIS are added. With Multi-Property, the selection by building in both lists is added. With Offers, the “Go to offer” tab in a conversation is added.
Access to ‘Messenger’ is enabled for specific users through their role. Separate access in the role is needed for: “image or document” and “Translate”. Roles are managed by ReGuest support.
Frequently asked questions
Why does a colleague see more conversations? Depending on the role, the lists show only the conversations assigned to the user themselves or to one of their teams. Roles are managed by ReGuest support.
Why are the “Verified” and “Not verified” tabs missing? They appear as soon as the Website Messenger, WhatsApp or Facebook and Instagram are licensed for the hotel; for some hotels also without these. ReGuest support can tell you whether this is set up for the hotel.
Why can't the WhatsApp reply be sent? The 24-hour window is closed. In an unverified conversation, use “Send pre-made WhatsApp® message”, provided an active template exists for this case, or call the guest.
Where is the text I started? In the browser it was written in. It does not exist on another computer or in another browser.
Why is “Assign conversation to a guest” missing? Assigning by hand is only available for conversations from WhatsApp, Facebook and Instagram. A Website Messenger sender is assigned to a guest as soon as they confirm their identity with the code from the email or via the link.
Why is the “Go to offer” tab missing? It is only there if Offers is licensed for the hotel and an offer belongs to the conversation. ReGuest support can tell you whether Offers is set up for the hotel.
As of: 2026-10-23.