Requires enabled inbox access for the selected property. Channel-backed conversations also require the relevant connected integration; availability and sending remain subject to Staycore permissions.
Steps
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Open Channel Inbox, or Guest Autopilot → Inbox. Select the property; the Guest Autopilot route stays scoped to its current property.
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Choose Messages. Search with Search sender, subject, snippet and use Unread, WhatsApp, In-stay, Website, Email or OTA filters. Newest, Oldest and Unread first change ordering; use pagination for older threads.
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Select the thread and read its messages. If available, open Guest journey to verify the linked reservation. Check the reply destination: the property's number and guest phone for Reply on WhatsApp, guest app for an in-stay thread, email for website/email, or OTA for a channel thread. Visits to different outlets of the same property share one WhatsApp conversation with that guest; visit details identify the outlet when known.
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For ordinary inbox messages, enter Write your reply and choose Send reply. For WhatsApp, enter a Message while the guest's 24-hour reply window is open, or select an Approved WhatsApp template and fill its displayed Template value fields. Outside that window, an approved template is required. Check the preview, then choose Send on WhatsApp. A queued message is awaiting delivery; check its status in the thread before treating it as sent. If This guest’s phone number is hidden appears, messages remain readable, but staff replies require the guest to share their own phone number through WhatsApp. QR-menu guests receive a menu link and an optional native contact-sharing control; sharing alone does not grant marketing consent.
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Use Mark read or Mark unread for team follow-up. Choose Archive when finished; find it under Archived and use Unarchive to restore it. Archived WhatsApp conversations remain readable, including through a linked dining review, but must be unarchived before replying. Archiving retains WhatsApp delivery and consent history and does not cancel a booking.
Property WhatsApp uses a separate WhatsApp Messaging wallet on Credits & usage. Each property receives ₦50 once; top-ups use Add WhatsApp credit. Review message charges and purchase history in the wallet. Incoming messages are free. Sender and central billing readiness remain in Engagement → Settings → WhatsApp engagement.
A guest's STOP prevents proactive WhatsApp messages for this property. Staff can still answer a new enquiry during its reply window. Ordinary incoming messages do not restore marketing permission. To subscribe again, the guest sends START and confirms the new permission request with YES, or chooses Menu + updates on a fresh QR-menu consent notice in WhatsApp. See Property WhatsApp Engagement for connection, consent and follow-up setup.