Chat

📥 This section will talk about the inbox page within GMS. The inbox page allows staff members to chat and send messages with guests who have active reservations, and it will also allow staff to view & update service requests and orders.

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📫 Accessing the Inbox page

1. Log in to the GMS dashboard using your staff or manager credentials.
2. From the sidebar menu, click on "Inbox" to open the inbox page.
3. The inbox page will display all chatrooms that you have access to.

Unread Messages badge

• Given your user is assigned to a reservation
• When receiving messages/service-requests from guests
• An unread-messages counter will appear displaying the total number of unread messages from all guests.

Filter Chats

You can use the search field to search for guests, and you can use the filters to filter out certain chats. You can also use the tabs to view all chats, unread chats and unassigned chats.

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💬 Chat with Guest

Click on a chat to open it, once you have entered a chatroom, you can start messaging the guest using the text field at the bottom. You can also send images using the image button in the bottom right.

You can also view and update different types of guest orders such as service requests and dining (refer to their respective documentaions)

Only assigned staff members can send messages to the guest. Even managers can't send messages unless they assign themselves to the chat first. If you don't see the text field or the image button, check the assigned staff for this reservation and make sure you are in the list.

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👥 Staff Assignment & Chat Translation

1. In the inbox page, if you do not have the Manage All Chat permission, you will only see the chatrooms of reservations you are assigned to. Please refer to the GMS Reservation article to see how to assign staff members to reservations.

2. Click the icon button on the top right of the chat, there you can see a table of assigned staff members, you can add more and remove existing ones.

3. You can use the Chat Translation toggle (If you are using MayaAI) to translate message in different languages to English.

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📥 Unread messages email reminder

To ensure staff never miss an important guest message, the system includes an automated email reminder feature that runs on a scheduled loop.

• A background cron job runs continuously and checks for guest messages that have been unread for at least 5 minutes.
• If such messages exist, an email is sent to the assigned staff member(s) associated with the conversation.

📧 Email Content

• The email includes a summary of all unread messages from guests across all active reservations assigned to the staff member.