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.Open what a guest sent you
A guest can send photos, videos, documents and voice notes, and they arrive in the thread alongside their words.- Photos show as a picture in the message. Tap one to open it full-size.
- Videos play in place. Tap the play button on the message.
- Documents show as a chip with the file’s name and size. Tap it to download and open the file.
- Voice notes get a player with a transcript (see below).
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. Vidimo defaults to the
channel the guest last messaged you on, but you can change it before sending.The selector lists every channel this guest can be reached on. A channel you
can’t send on right now is still listed, greyed out, with a line saying why, so
you can see at a glance what would let you use it. See
When a channel is greyed out below.
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.
Send a photo, video or document
Beside the reply box are a camera button for photos and videos and a paperclip button for documents, plus the microphone button for a voice note. Tap one, pick your file, and it sends straight away as its own message. There’s no need to type anything with it. Large photos are shrunk automatically before sending, so a picture straight from your camera goes through without you having to resize it.When a button is dimmed
The attachment buttons are always visible, but they dim when the selected channel can’t carry that kind of file. Tap a dimmed button and Vidimo tells you why, and which channel to use instead. The usual reasons:Delivery indicators
The icon beside an outgoing message’s time tells you where it is on its way to the guest:When a channel is greyed out
The selector shows every channel the guest can be reached on, and greys out the ones that can’t carry a message right now, each with the reason underneath. The channel stays in the list on purpose: a channel that simply vanished would tell you nothing about how to get it back.If the reply box reads Guest is not reachable on any channel, the guest has
no contact details to message on: no phone number, no email address, no
booking-channel thread. Add their details on the reservation, or connect a
channel under Channels.If it reads No channel here can send yet, the guest is reachable, but
none of their channels can send from this property yet. Open the channel
selector to see which one is closest to working.
Replying to guests is role-gated, and the role that counts is the one you
hold at the conversation’s own property, so on several properties you may be
able to reply on one and not another. Where you can’t, the reply box is
replaced by a bar reading Your role at this property can’t reply to
guests; you can still read the conversation. A property Manager can adjust
this under Roles & permissions.
Draft a reply with AI
Short on time or words? Vidimo 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, Vidimo 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.