You can start a new conversation with any guest at your property directly from Mews Guest messenger. You send a guest message as a front desk agent, reservations manager, or other staff member with guest messaging permissions in Mews, in the Chats inbox, when you need to reach a guest before they've contacted you: to share arrival details, confirm a request, follow up after check-in, or anything else that comes up during a stay. Messaging in Mews keeps the conversation attached to the guest's reservation, so anyone on your team can see full context when they reply.

 

In this article, you can learn about:

• How to send a message to a guest

  • Start a new chat with a guest

  • Reply to an existing chat

  • Filter your inbox to find a chat

  • Focused, All, and Unread tabs

 

How to send a message to a guest

Start a new chat with a guest

1. Go to the main menu > Guest messenger.

2. Click + Create chat in the top right.

3. In the To field, type the guest's name, reservation number, or room number. Matching guests appear as you type.

4. Select the guest from the dropdown.

5. Type your message in the Enter a message box at the bottom of the chat.

6. Click Send.

 

Reply to an existing chat

1. Go to the main menu > Guest messenger.

2. In the Chats list on the left, click the conversation you want to reply to.

3. Type your reply in the Enter a message box.

4. Click Send.

To see the guest's reservation details, click Profile in the top right of the chat.

If the AI assistant is handling the chat and you want a colleague to review it, click Needs staff review in the top right. The chat moves to the Focused tab so your team sees it immediately.

 

Filter your inbox to find a chat

Use Filter above the Chats list to narrow the list to the conversations you want to see.

Conversation control:

• Unread: chats with new messages that you or anyone else on your team haven't read yet.

• Needs staff review: chats the AI assistant or a colleague flagged for a human.

• AI disabled: chats where the AI assistant is turned off.

Last message sent from:

• Guest, Staff, or AI assistant: filter by who sent the last message.

• Exclude broadcasts: when the most recent message in a chat is a broadcast you sent, use the message before it to determine the last sender. This stops guest replies from being hidden behind broadcasts and helps make sure no guest message gets missed.

Guest classifications:

• VIP, Loyalty program, Media, Returning, Student, Disabled person, Staff: filter by the guest classifications set on the profile.

Last guest message received:

• Last 24 hours, Last 3 days, Last 7 days, Last 14 days, or a Custom date range.

 

Focused, All, and Unread tabs

Above the Chats list, three tabs help you focus on the right conversations:

• Focused, chats that need your attention: unread messages, staff-review requests, and chats where the AI can't respond. Your goal is to get to zero.

• All: every chat at your property, across every channel.

• Unread: chats no one at your property has opened yet.

The messenger icon in the top toolbar changes color to show urgency: blue means you have chats to handle soon, yellow means next, and red means urgent.

 

You can now start conversations with guests, reply to open chats, and use filters and tabs to keep on top of your inbox.