Daily operations

Reply to guest conversations

Choose the right SMS or OTA route, send a clear reply, and check its delivery state.

Training video

Reply to guest conversations

0:52

A Guest Inbox conversation can contain more than one route. Always confirm the route before you send a message.

Before you reply

You need the Manage Guest Inbox capability. Open the conversation and review its guest, booking, timeline, and latest inbound message.

A channel can be unavailable when its thread is closed, the property integration is disabled, SMS consent is missing, or provider setup needs attention.

Send a reply

  1. Open Guest Inbox and select the conversation.
  2. Stay on the Reply to guest tab.
  3. Check Reply via.
  4. If more than one route is available, select the correct SMS or OTA thread.
  5. Write the message. Be sure the text fits the selected channel and provider rules.
  6. Select Send message once.
  7. Check the new timeline entry and its delivery state.

Draft text is saved in this browser for the same property, user, conversation, and reply tab. A draft is not sent until you select Send message.

Email messages can appear in the timeline, but staff email replies are not available from this composer.

Send an OTA image

Supported OTA routes can send a JPEG or PNG image up to 1 MB.

  1. Select an active OTA route under Reply via.
  2. Select Attach image.
  3. Choose one supported image and review its preview.
  4. Leave the text box empty. An image and text cannot be sent together.
  5. Select Send message.
  6. Check the timeline for the queued attachment and later provider result.

SMS routes do not support attachments from the Guest Inbox.

Understand message states

  • Pending: Comfortly is waiting for the provider result. Do not send a duplicate.
  • Sent or Delivered: The provider accepted the message. SMS may later update from sent to delivered.
  • Failed: The guest may not have received it. Open the error before trying again.
  • Uncertain: Comfortly could not confirm the OTA result. Wait for synchronization or contact support instead of sending a duplicate.

Use OTA thread actions carefully

Select Thread actions only when the OTA workflow calls for it.

  • Close provider thread changes the provider thread. It does not close the Comfortly conversation.
  • Booking.com can also offer No reply needed.

These actions are separate from Close conversation in Comfortly.

Resolve a reply problem

  1. Review the message error and selected route.
  2. For SMS, check consent, the phone number, and property SMS setup.
  3. For an OTA, check the thread state, provider restrictions, pending messages, and Channex connection warning.
  4. Choose another valid route or send corrected content only after the earlier result is known.
  5. Contact support when a connection, webhook, application, or synchronization problem cannot be fixed in settings.