The CRM acts as your unified Inbox, where all guest interactions for sales and support are managed. Conversations are sorted into tabs based on their status or trigger, enhancing organization and simplifying management. This is also where you can find the automated message settings.
The CRM features an AI Assistant that communicates with guests, offering responses and solutions, generating tasks, and escalating issues to a human when necessary.
In the CRM module, each row represents a guest (also referred as a ticket); clicking on a row opens the guest's chat.
To access the CRM module, open the main menu and click on CRM
Sales
This section is designated for sales agents, contains all the reservations in ‘inquiry’ stage.
Key Performance Indicators
KPIs offer insights into your team's performance, comparing the current month to the previous one. Hovering over the 
sign displays a tooltip explaining its function.
KPI | Purpose | Trigger |
Today Sales | Marked as sold in the last day | Today's confirmed reservations that were initially in the 'inquiry' stage. |
Potential Sales | Total price of inquires in the last day | - |
Conversion Rate | Conversion in sales in the last day | Sum of inquiries that were turn to “confirmed” |
Top seller - ‘Today’s Date’ | Todays top sales agent | Sale assigned to agent (open chat and click on “sales” green button on top. Assign the sales agent) |
Total sales - ‘Current Month’ | Total sales for current month - when hovering showing list of sales agents and sales amounts | Sale assigned to agent
|
Remarketing tries | Messages sent to guests that didn't book initially | Failed inquiries follow up and success with conversion |
Sales Inbox
Guest conversations are categorized based on their statuses.
Tab | Purpose | Trigger |
Unanswered | Reply easily to pending messages from guests | Last message is from the guest |
AI Escalations | Leads needing human attention when the AI cannot offer a solution. | Problems or inquiries that the AI assistant cannot address. Manual activation is possible by clicking the bell icon |
Active Leads | Leads in communication | - |
Follow ups | Follow up with leads, guests requests/issues | ‘Move’ button |
My Tickets | Assign guests to agents | Assignee column |
Awaiting Payment | Track confirmed reservations with missing payment | Payment status (Not complete when reservation is confirmed) |
Recently Confirmed | Leads who recently booked | Reservation status changes from “inquiry” to “confirmed” |
All | All leads / Guests. This tab allows to use filters and search for any guests/leads | - |
in the chat.
Customer Support
This section is designated for customer support agents, contains all the reservations in ‘confirmed’ stage.
CS Key Performance Indicators
KPIs offer insights into your team's performance, comparing the current month to the previous one. Hovering over the 
sign displays a tooltip explaining its function.
KPI | Purpose | Trigger |
Guests chats | Amount of guests CS team talked with in last day | Communication with guest in chat |
Closed Tickets | Closed tickets opened last day. Ticket refers to an open issue or conversation with guests | Manually close a ticket by clicking the clock icon in the chat. |
Response SLA | Response percent under 6 min | Response under 6 min will affect positively, anything beyond that will reduce the score |
Comm Review Rate | Avg review score for communication this past | Overall Score of ‘Communication’ by guest in OTA Channel review |
CS Inbox
Guest conversations are categorized based on their statuses.
Tab | Purpose | Trigger |
Unanswered | Reply easily to pending messages from guests | Last message is from the guest |
AI Escalations | Guests requiring human intervention when AI solutions are insufficient or when managerial oversight is needed. | The AI will signal escalation by illuminating the bell icon |
Open Tickets | Guests currently involved in an issue or ongoing communications. | - |
Stying & Angry | Focus on guests who are currently staying and have issues / negative experience | If the fun level score is 3 or below and the guest is currently staying (inactive if not staying). The AI Assistant automatically rates each conversation. Customer service agents can also adjust the fun level. |
Waiting refunds | Guests awaiting compensation or a pending refund. | A refund related task (Catalog Item) is created for the guest. |
Overbooking | Spot on double bookings | Reservation with same listing ID + same / overlapping dates |
Follow ups | Check in with guests regarding their requests or issues. | Initiate a follow-up by clicking the 'Move' button. |
My Tickets | Assign guests to CS agents | Guest chat assigned to an agent |
All | All leads / Guests. This tab allows to use filters and search for any guests/leads | - |
Search and Filter Reservations
To search and filter for a reservation, navigate to the "All" tab. From there, you will see the search and filtering bar, where you can filter using the stay dates, listing, reservation status, price range, and time since created.
💡When searching for a reservation, you can use the guest's name or the reservation ID.
Searching using guest name:
Searching using reservation ID:
