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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. Your own conversation with us, Vidimo team, appears under Staff once you’ve written to us: see Contact us.

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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, and each conversation in the list carries its own count on the right. 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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Clearing them

Opening a conversation marks it read, and its badge clears as soon as you have it on screen. The segment count above drops by the same amount. Nothing is marked read while Vidimo is in the background, so a conversation left open on a locked phone keeps collecting unread messages until you look at it again. Guest and staff conversations answer “read by whom?” differently, on purpose:

Guest chats are shared

The guest inbox is the whole team’s queue. When one of you opens a guest conversation it counts as read for everyone on the property, so a colleague who has already replied doesn’t leave a badge sitting on your screen.

Staff chats are yours

An internal thread is read by you alone. A teammate opening a group chat does not clear your badge for it, and yours doesn’t clear theirs.
Your own messages never count as unread, and neither do the entries a placed call leaves in a staff thread.

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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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Reading further back

A conversation opens on its most recent messages, so a long-running thread is ready to read straight away instead of waiting for months of history to load. Scroll to the top of the conversation and tap Load earlier messages to reveal the previous stretch. You can keep tapping it to go further back; it disappears once you have reached the very first message. This works the same way in guest, team and AI conversations. Messages keep the shape they were written in, so a long set of directions stays readable instead of collapsing into one block of text.

Tappable links

Web addresses and email addresses in a message are tappable. A web link opens in a browser on top of Vidimo, so you keep your place in the conversation; an email address opens your mail app.A long web address shows as its site name with a ↗ arrow (a map pin reads maps.app.goo.gl ↗, a shared file drive.google.com ↗), so you can tell what a link is before opening it. Tapping still opens the full address. In the Chats list, a conversation previews the words around a link rather than the address itself.

Line breaks

Separate lines and blank lines are preserved, so an address or a numbered list arrives laid out the way the guest typed it.
Common WhatsApp formatting shows as formatting rather than as stray symbols:
A plain web address like example.com stays as text. Include the https:// or start it with www. to make it tappable.

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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 Vidimo: 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.