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The Chats tab is where every conversation lives — messages with guests, your team, and the AI assistant, all in one place. Open it from the Chats tab at the bottom of the screen.

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The three segments

At the top of the Chats list is a switcher with up to three segments:

Guests

Conversations with guests over their connected channels.

Staff

Internal messages with your team.

AI

Conversations with the AI assistant.
Tap a segment to switch the list below it. The Staff and AI segments are always available to everyone on a property. The Guests segment only appears for roles that can see guest chats — see the note below.

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Unread badges

When a segment has unread messages, a small count badge sits next to its name. A segment with more than 99 unread shows 99+. The counts follow whatever property scope you’ve selected in the property switcher, so switching property or filtering by a teammate changes what’s counted.

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Picking a conversation

1

Choose a segment

Tap Guests, Staff, or AI to show that list.
2

Open a conversation

Tap any row in the list to open it. On a phone the conversation takes over the screen; on a wider screen the list stays on the left and the conversation opens on the right.
3

Go back to the list

Use the back control at the top of the conversation to return to the list and pick another chat.
On a wider screen, before you pick anything the right side shows Select a conversation — just tap a row in the list to fill it.

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React to a message

Add an emoji reaction to any guest or team message — a quick acknowledgement without sending a reply.
1

Open the reactions

On a phone, press and hold the message. On a computer, hover over it and tap the React button. A row of common reactions appears above the message.
2

Pick an emoji

Tap one to react, or tap + to open the full set and choose another.
3

Remove a reaction

Your reactions show as small pills under the message, with a count when more than one person used the same one. Tap your reaction again to remove it.
Reactions stay inside Superhost: teammates on the property see them, but they aren’t sent to the guest. The AI assistant’s replies can’t be reacted to — use Copy or Regenerate on those instead.

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Where to go next

Reply to guests

Open a guest chat, send a reply, and translate a guest’s message.

Team chats

Message teammates one-to-one or in a group, and call them internally.

Ask the AI assistant

Start a conversation with the assistant about your property.

Make and take calls

Place a call, answer an incoming one, and use the in-call controls.

Connect a channel

Route guest messages into the Guests segment.
The Guests segment and the ability to reply to guests depend on your role. Some roles can’t see guest chats or send replies at all. If you expect to see guest conversations and don’t, a property Manager can check your access under Roles & permissions.