--- title: "How to use the GuestCentric Hotel Messenger?" description: "The hotel can receive requests or questions from their guests, regarding their bookings, through the GuestCentric Hotel Messenger (Chat conversation)." keywords: "contact hotel, chat with the hotel, edit reservation, how to chat with messenger" seo_title: Chat with the Hotel url: https://guestcentric-help.guestcentric.net/en/how-to-use-the-guestcentric-hotel-messenger language: en is_homepage: false hotel: GuestCentric Support Page city: Alges country: Portugal phone: "+351 21 036-0906" email: support@guestcentric.com --- # GuestCentric Support Page menutoggle [Attend Guestcentric Webinar](mailto:support@guestcentric.com?subject=Attend Guestcentric Webinar) # How to use the GuestCentric Hotel Messenger? | HOME > CONTACTS AREA > How to use the GuestCentric Hotel Messenger?  | | --- | The hotel can receive requests or questions from their guests, regarding their bookings, through the GuestCentric Hotel Messenger (Chat conversation). **Please bear in mind, that this is not a real time chat.** --- **How can I activate/deactivate HOTEL MESSENGER ?** You can find this feature in the external booking engine configurations: On the **SETUP** menu, click on **EXTERNAL BOOKING ENGINE**: In the **EXTERNAL BOOKING ENGINE** menu, go to **CONFIGURATIONS**: In the CONFIGURATIONS window, you can see an option called **MESSENGER ACTIVE**. Set it to **YES to activate** or **NO to deactivate**: - For every message from the guest or reply from the hotel, an email will be sent to the hotel and guest. - This feature can also be activated/deactivated for a specific email template. To help you with this task, please click here: [How can I deactivate the Messenger?](#deactivate) --- The email templates below will display the Hotel Messenger on the footer. This feature will allow the guests to contact the hotel directly, via chat message. - Reservation Confirmation - Re-Confirmation - Pre-Stay - Re-Send Email - Notice the "Edit Reservation"? This option allows guests to edit or cancel their reservations and is available for **Premium Clients**. [For more details about how can the Hotel enable their guests to the possibility of editing or canceling their reservations, [please click here](https://help.guestcentric.com/how-can-i-enable-my-guests-to-either-edit-or-cancel-a-reservation)] --- This Hotel Messenger area includes now the following tabs: - **Messenger:** To chat with the hotel staff - **Profile:** Includes the guest personal information (which is a view mode - not an editable area for the guest) - **Reservation:** Enables the guest to edit or cancel the reservation. When the Guests click on the "Chat Now" button, they will be re-directed to a chat window displayed below. - **Again, this is not a real time chat:** For every message from the guest, an email will be sent to the hotel: --- ### In order to reply to your guest, please follow the steps below: ***STEP 1:*** Please click on the **CONTACTS**tab and on the left navigation menu, select **MESSENGER** and then **RESERVATIONS.** *****STEP 2:*****Conversations threads are displayed with the reservation number. - When you click to open one, you can see all messages sent, as displayed below: *****STEP 3:*****Repeat this procedure every time you receive a reply from your client. - For every message from the guest or reply from the hotel, an email will be sent to the hotel and guest. - When clicking on "REPLY" the guest will be redirected to the chat window: --- **NOTE:** - In the area SETUP > EMAIL TEMPLATES area, there is a column called **MESSENGER.** - Here the hotel may check the templates that use the messenger footer and those in which this feature is not available: ### The Hotel can deactivate this feature from the Email Templates, by opening the email and unchecking the box, as described in the image below: --- **ATTENTION:** - The messenger feature follows the language chosen on the booking engine. - [Self Service Portal](http://support.guestcentric.com) - [Accounting - Billing Information](https://www.guestcentric.com/payment-methods) - [Contact Us](https://www.guestcentric.com/contact-us) - [Log-In](https://login-emea01.guestcentric.net) [Guestcentric](//www.guestcentric.com/) - [About us](//www.guestcentric.com/about-us/) - [Blog](//www.guestcentric.com/blog/) - [Billing Information](//www.guestcentric.com/billing-information/) - [Terms of use](//www.guestcentric.com/terms-of-use/) - [Newsletter Sign Up](//www.guestcentric.com/contact-us/newsletter-signup/) **UNITED STATES** **San Diego** 7752 Fay Ave, Suite L La Jolla, San Diego, CA 92037 T. +1 (858) 900 2400 **New York** 104 West 40th Street, Suite 400 New York, NY 10018 T. +1 (858) 900 2400 **PORTUGAL** **Lisbon** Avenida Jose Gomes Ferreira 9 Miraflores 1495-139 Lisboa T. (+351) 21 036 0906 --- ## GuestCentric Support Page **Address:** Avenida Jose Gomes Ferreira 9 Miraflores, Alges, 1495-139, Portugal **Phone:** +351 21 036-0906 **Email:** [support@guestcentric.com](mailto:support@guestcentric.com)