Chat with guests from their reservation (Guest Chat)

Add-on: Guest Chat (also included in the Advanced Guest App add-on)BackofficeFor hosts

Needs: Admin role to enable the add-on; any backoffice or Host app user to read and reply

Guest Chat lets guests message your team from the link in their reservation email — no account or app needed. Your team replies from the backoffice or the Host app, and the guest gets an email when you answer.

Where to find it

  • Enable: Backoffice › Settings › Add-ons › Guest Chat › Enable Guest Chat (admins only). The Advanced Guest App add-on includes chat too.
  • Inbox: Backoffice › Communication Centre › Guest Messages (page title Guest messages). The menu shows an unread count.
  • Per reservation: the Guest Messages section of a reservation in the backoffice, or Communication › Chat in the Host app.

What it does

Conversations list

  • Search ("Search name, email, reservation…"), filters for reservation date (All dates, Today, Upcoming, Past), reservation status, Unread only, and sorting (Recent activity, Unread first, Reservation date).

Conversation

  • Type a reply and click Send. Send email notification (on by default) emails the guest a link back to the chat.
  • Quick replies insert ready-made texts ("Welcome", "Reservation reminder") with the guest's name, date, time and party size filled in.
  • Attach file — images and PDFs up to 10 MB.
  • Export transcript, search inside the conversation, and Mark read / Mark unread.
  • A side panel shows Reservation details, special requests, allergies, internal staff notes and a Guest profile summary (visits, VIP, tags, last visit), with Open reservation.

How to set it up

  1. An admin enables Guest Chat (or Advanced Guest App) under Settings › Add-ons.
  2. From then on, guests see the chat when they open their reservation link.
  3. Optional: get a Telegram message for each guest message (see "Get reservation alerts in Telegram").
  4. Optional: let Coco answer guests automatically (see "Set up Guest Coco").

Good to know

  • A conversation appears in Guest Messages once the guest has sent a message. To write first, open the reservation and use its Guest Messages section (backoffice) or the Chat tab (Host app).
  • Chat is not available for cancelled reservations, and closes 7 days after a completed visit.
  • Only people with the reservation link and your staff can see a conversation.
  • If Guest Coco is on, Coco may answer first; when it can't help, the conversation is marked unread for your team.

Troubleshooting

Guest Messages is missing from the menu Neither Guest Chat nor Advanced Guest App is enabled for this location. Ask an admin to enable one under Settings › Add-ons.

"Only admins can manage add-ons" Add-ons can only be switched on by a user with the Admin role — this currently also applies to the account Owner. Ask an Admin, or contact 10Seat support.

"No conversations yet" No guest has written yet. Conversations appear when guests reply from their reservation link.

The guest says the chat is not available The reservation was cancelled, or the visit was completed more than 7 days ago.

"File must be 10MB or smaller" / "Only images and PDFs are allowed" Send a smaller file, or an image or PDF.

The guest didn't get an email about my reply Send email notification was unticked, or the reservation has no email address. Check Email Activity for "Guest Message".