> ## Documentation Index
> Fetch the complete documentation index at: https://docs.superhost.world/llms.txt
> Use this file to discover all available pages before exploring further.

# Reply to guests

> Open a guest conversation, send a reply on the right channel, and translate messages in another language.

Guest conversations live under the **Guests** segment of the [Chats
tab](/messaging/conversations). Open one to read the thread and reply.

## Open a guest conversation

<Steps>
  <Step title="Go to the Guests segment">
    On the **Chats** tab, tap **Guests** to show your guest conversations.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Tip>
  A transcript behaves like any other message: if it's in another language, tap
  **Translate** under it (or open its actions — press and hold, or hover and tap
  **⋯** — and choose **Translate message**), and use **Draft reply** from the
  same menu to answer it.
</Tip>

<Note>
  If the transcript couldn't be prepared, the note still plays and shows
  **Transcript unavailable** with a **Try again** to have another go.
</Note>

## Send a reply

At the bottom of the conversation is the reply box.

<Steps>
  <Step title="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.
  </Step>

  <Step title="Type your message">
    Tap the box (it reads **Reply to guest...**) and type your reply.
  </Step>

  <Step title="Send">
    Tap the send button. Your message appears in the thread right away with a
    small delivery indicator next to the time.
  </Step>
</Steps>

### Delivery indicators

The icon beside an outgoing message's time tells you where it is on its way to
the guest:

|                        Icon                        | Meaning                |
| :------------------------------------------------: | ---------------------- |
|                <Icon icon="clock" />               | Sending                |
|                <Icon icon="check" />               | Sent                   |
|    <Icon icon="check-double" color="#9ca3af" />    | Delivered to the guest |
|    <Icon icon="check-double" color="#38bdf8" />    | Read by the guest      |
| <Icon icon="circle-exclamation" color="#ef4444" /> | Failed to send         |

<Note>
  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](/channels/connect-whatsapp) first.
</Note>

If a message fails to send, a short note under the bubble explains what went
wrong in plain language — for example that the guest's phone is unreachable, or
that WhatsApp's 24-hour reply window has closed — along with a suggested next
step when there is one. Tap **Technical details** to see the raw error from the
messaging network (useful when contacting support), and tap **Retry** to send
the message again.

<Note>
  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](/team/roles-and-permissions).
</Note>

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="Review the draft">
    A suggested reply appears in the box. Read it over and edit anything you want
    to change.
  </Step>

  <Step title="Send when you're happy">
    Tap send. Nothing reaches the guest until you do.
  </Step>
</Steps>

<Note>
  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.
</Note>

## 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.

<Steps>
  <Step title="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**.
  </Step>

  <Step title="Read the translation">
    The message is replaced by its translation in your language.
  </Step>

  <Step title="See the original">
    Tap **Show original** to switch back to the guest's words, and **Show
    translation** to return to the translated version.
  </Step>
</Steps>

<Tip>
  **Translate** only appears on incoming guest messages written in a language
  other than the ones on your profile. Set the languages you speak under
  [Your profile](/account/your-profile) so Superhost knows which messages to
  offer to translate. If a message has been translated before, its translation
  appears instantly.
</Tip>

## Where to go next

<CardGroup cols={2}>
  <Card title="Make a call" icon="phone" href="/messaging/phone-calls">
    Reach the guest by voice or WhatsApp call.
  </Card>

  <Card title="Ask the AI assistant" icon="sparkles" href="/messaging/ai-assistant">
    Look up reservation or property details while you reply.
  </Card>
</CardGroup>