Daily operations

Link Guest Inbox conversations

Connect an unattributed conversation to the correct guest and booking without losing its history.

Training video

Link Guest Inbox conversations

1:13

Some inbound messages arrive before Comfortly can identify the guest or booking. Link the conversation so staff can see the correct stay details while they reply.

Before you link

Open the conversation and compare its phone number, email address, OTA details, dates, room, and message history with the guest or booking you plan to choose.

Linking changes the context for the full conversation and all of its channel routes. It does not move, merge, or delete messages.

Link a guest

  1. Open an unattributed conversation.
  2. In Guest and booking context, expand Link conversation.
  3. Under Find a guest, enter a name, email address, or phone number.
  4. Select Search guests.
  5. Review the matching profiles carefully.
  6. Choose the correct guest and select Link guest.
  7. Confirm that the guest's name and contact details now appear in the context panel.

If no guest matches, open Guests in another tab and create or correct the profile before linking.

Link a booking

  1. Expand Link conversation.
  2. Under Find a booking, enter a confirmation ID or guest detail.
  3. Select Search bookings.
  4. Compare the guest, confirmation ID, dates, and room.
  5. Choose the correct booking and select Link booking.
  6. Confirm that the booking confirmation, stay dates, and room now appear.

Linking a booking also uses that booking's guest. A booking and guest must belong together.

Correct a wrong link

  1. Expand Link conversation.
  2. Search for and choose the correct guest or booking.
  3. Use Relink guest or Relink booking.
  4. Confirm the updated context before replying.

To remove the context, select Unlink guest and booking and confirm. The conversation and all messages stay in the Guest Inbox.

Common problems

  • No guest matches: Search by one contact detail at a time and check for formatting differences.
  • No booking matches: Try the confirmation ID, then the guest name or contact information.
  • The booking cannot be linked: Confirm that it belongs to the same property and guest.
  • You are not sure which record is correct: Leave the conversation unattributed and ask a manager instead of guessing.