Open a guest conversation
1
Go to the Guests segment
On the Chats tab, tap Guests to show your guest conversations.
2
Tap a conversation
Tap a guest’s row to open the thread. Each message shows the channel it came
in on, and incoming messages sit on the left while your replies sit on the
right.
Act on a message
Every message has a set of actions. On a phone, press and hold the message; on a computer, hover over it and tap the ⋯ button that appears. A menu opens with what you can do — Copy message, and on an incoming guest message, Translate message and Draft reply. A row of quick emoji reactions sits just above the menu.Listen to a guest’s voice note
When a guest sends a voice note, it arrives in the thread as a playable message.1
Play the note
Tap the play button on the message to listen. Its length is shown next to
the button, and a progress bar tracks playback — tap anywhere on the bar to
jump straight to that point in the note.
2
Read the transcript
The voice note is transcribed automatically and written out under
Transcript, so you can read what the guest said without playing the audio
out loud. It reads Transcribing… for a moment while the text is prepared.
If the transcript couldn’t be prepared, the note still plays and shows
Transcript unavailable with a Try again to have another go.
Send a reply
At the bottom of the conversation is the reply box.1
Pick the channel
To the left of the reply box is a channel selector. Superhost defaults to the
channel the guest last messaged you on, but you can change it before sending.
2
Type your message
Tap the box (it reads Reply to guest…) and type your reply.
3
Send
Tap the send button. Your message appears in the thread right away with a
small delivery indicator next to the time.
Delivery indicators
The icon beside an outgoing message’s time tells you where it is on its way to the guest:If the reply box reads Guest is not reachable on any channel, the guest
has no connected channel to message on. Connect one under
Channels first.
Replying to guests is role-gated. If you can open a guest conversation but
don’t see the reply box, your role can read guest chats but not reply. A
property Manager can adjust this under
Roles & permissions.
Draft a reply with AI
Short on time or words? Superhost can draft a reply from the conversation so far. It only ever fills in the reply box, you review and edit before anything is sent.1
Open Draft reply
Open the guest message’s actions (press and hold on a phone, or hover and tap
⋯ on a computer) and choose Draft reply. It’s offered on incoming
guest messages.
2
Review the draft
A suggested reply appears in the box. Read it over and edit anything you want
to change.
3
Send when you're happy
Tap send. Nothing reaches the guest until you do.
The draft is written in the guest’s language and kept short for the channel
you’re replying on. Treat it as a starting point and give it a quick read
before sending.
Translate a guest’s message
When a guest writes in a language you don’t speak, Superhost offers to translate that message into your language.1
Tap Translate
An incoming message in another language shows a Translate button right
on the message. Tap it — or open the message’s actions (press and hold, or
hover and tap ⋯) and choose Translate message.
2
Read the translation
The message is replaced by its translation in your language.
3
See the original
Tap Show original to switch back to the guest’s words, and Show
translation to return to the translated version.
Where to go next
Make a call
Reach the guest by voice or WhatsApp call.
Ask the AI assistant
Look up reservation or property details while you reply.