Booking.Com Messaging Overview: The Booking.Com Messaging feature allows properties to communicate directly with guests. This feature makes communication easier, and accessible directly in the Channel Manager
Key Features
Property can now initiate messages to customers
Messages pulled in for all bookings in one call
Chat history visible in channel manager extranet
New messages received are flagged in Feeds tab, providing visibility and easy access
Translate - applies to guest and property messages in chat. Useful for messages received in a language that varies to what is available at the property
AI Suggest - Use to get a suggested response
Where is the messaging feature The messaging feature is accessible from Feeds menu and Bookings module
Bookings module
Login to extranet > Bookings module
Locate booking
List View - in the actions menu select 'Message Guest'
Calendar View - click to open booking and select 'Messaging' (also applies to List View)
Feeds menu this menu highlights new updates
Found in the top left hand corner
Select the Access Badge to display menu
Click Feed from menu
New messages are indicated in Feed as New Message : Guest
A quick preview is available, simply click to divert to bookings module and view message
Messaging guest
Once the Message feature is open, you can view and respond to messages
Simply write a response and select 'Reply' to send
AI suggest - a feature where the system will provide a suggested response
Click, a response will be collaborated, when ready will be visible within the text field. It is a suggestion only, you can amend or remove before sending