Conversation details
Next to the messages, two places hold everything else about a conversation:
- Manage conversation — the settings of the conversation itself: who answers, its status, its folder, the bookings it led to;
- the guest panel on the right — who the guest is: bookings, notes, tags, contacts.
Open Manage conversation
Press the gear button, Manage conversation, in the conversation header. On a computer it opens as a window; on a phone it takes the whole screen, and Back returns you to the messages. A number on the gear is the count of open tasks linked to this conversation.
The wider the header, the more of these controls sit in it directly — status, assignee, the AI switch, the folder, the task buttons. The gear always has all of them in one place.
What is inside
| Section | What it does |
|---|---|
| Linked bookings | Bookings attached to this conversation |
| Guest satisfaction | How the guest seems to feel, estimated by Greetio |
| AI assistant | Whether AI replies in this conversation |
| Status | One of the seven states, see Inbox |
| Assignee | Who owns the conversation |
| Folders | Which folder it is in, see Folders |
| Related tasks, Create task | Tasks linked to the conversation, see Tasks |
Turn AI on or off for one conversation
AI assistant is a switch with three possible labels:
| Label | Meaning |
|---|---|
| AI on | AI leads the conversation and hands it to a manager when needed |
| AI off | AI does not reply; a manager has to handle new messages |
| AI: co-pilot | A manager owns the conversation, and AI replies only on topics your settings allow |
When a conversation is in a special status, turning AI back on asks first — Bring AI back to this chat? — because it also sets the status to Open. The switch is locked in the AI sandbox, in read-only conversations and for roles that may not change it.
Guest satisfaction
A scale from Very unhappy to Very happy, worked out automatically from the conversation. Until there is enough to judge, it says Not scored yet. You cannot set it by hand.
Link a booking to the conversation
A booking made through the conversation is linked on its own, and Greetio also tries to match other bookings by a phone number the guest wrote in the chat. When the guest booked some other way and no link appeared — by phone, on your website, through a booking site — link it by hand, so the conversation and the booking point at each other:
- In Linked bookings, press + (Select an existing booking).
- Search in Find a booking by guest name, phone or booking number, and pick the booking.
- Tick I confirm that this booking belongs to the guest in this conversation and press Link booking.
A cancelled booking, or one already linked to another conversation, cannot be picked. Click a linked booking to see its details. The bin button, Unlink booking, removes the link after a confirmation, Unlink this booking? — the booking itself stays in the calendar.
Linking needs access to the calendar and permission to change the conversation. On a phone, picking, viewing and unlinking open as separate screens.
The guest panel
On a screen at least about 1024 pixels wide, a column on the right shows the guest at a glance. The edge button, Collapse guest profile column, folds it away; Greetio remembers your choice. Sections with nothing to show are hidden.
| Section | What it holds |
|---|---|
| AI summary | A short overview of the conversation. Update summary makes a new one; a note appears when messages have arrived since |
| Linked bookings | The same list as in Manage conversation |
| Guest tags | Add or remove tags, see Tags |
| Property bookings | The current or next stay: Room, Occupancy, Paid, and an editable Booking comment |
| Service bookings | Upcoming services, such as a sauna or a transfer |
| Guest notes | Your team's notes about the guest; the guest never sees them |
| Contact | Email, phone and language, with copy buttons |
| Messaging accounts | The guest's other channels; click one to open that conversation |
When a guest has more bookings than fit, See all leads to the full list.
Open full profile at the bottom of the panel — or a click on the guest's name in the conversation header — opens the guest's full profile. It is described in Guest profile.
Current limits
- No guest panel on narrow screens. On a phone or a small window, tap the guest's name to open the full profile instead.
- Guest satisfaction is read-only. It cannot be corrected by hand.
- Mobile manager cannot be picked. That assignee appears only when someone replied from Telegram.