Getting started / 02
A guest chat that genuinely helps
Text, voice messages and readable answers: design the conversation around people who are travelling.
- 01Verified information
Hours, instructions, services
- 02Answer to the guest
Clear context, the guest’s language
- 03Staff intervention
Requests that need confirmation
Make the first step obvious
Guests should recognise the property and immediately know where to type. A logo, colours and a short welcome connect the chat to their stay. Suggest useful questions while always allowing guests to ask their own.
Design for a phone
Check the chat with the keyboard open: the input and controls must remain reachable. For voice messages, guests should be able to record, listen back, delete and deliberately send. The concierge replies in text; do not present voice messages as a phone call.
Be concrete without interrupting the conversation
When information is available, offer relevant options with useful details immediately. Ask about a preference only when it improves the choice. If staff are needed, explain that the request is pending and let the guest continue chatting.
Before you activate
- Readable branding on mobile
- Distinct text-send and record controls
- No card details requested in chat
Frequently asked questions
Do guests need to install an app?
The personal link opens a web chat, without requiring a dedicated app.
Does the demo contain real data?
No. It shows example scenarios and does not send messages to real properties.