Inbox

The Inbox holds the conversations between guests and Phil. Staff read them, reply as themselves, take a conversation over from Phil, and close a guest's request for a person.

Who can use it#

• Front desk and concierge staff, team leads, managers and admins with the Inbox page.
• Replying needs permission to message guests. Take over, Hand back to Phil and Close request: front desk and concierge staff, team leads and above.

Views and the list#

• Needs reply, with its count, and All guests. More views: Staff handling, Phil handling, Arriving today, In house and Checked out.
• A conversation Phil is handling counts as needing a reply only after three minutes, and short closing lines such as "ok thanks" never count.
• Search by name or room. Each row shows the room, the last line, how long the guest has waited, and who is handling the chat.
• Keyboard: Up and Down (or J and K) move through the list, R jumps to the reply box.

In a conversation#

• Take over pauses Phil for that guest for two hours and tells the guest you are helping. After two hours Phil replies again unless you take over again.
• Hand back to Phil ends it sooner and tells the guest Phil is replying again.
• Without taking over, Phil keeps replying alongside you.
• Quick replies are short lines in the guest's language, with English underneath. Enter sends, Shift and Enter adds a line.
• When the guest asked for a person, the reason shows at the top with Close request. The guest is told the request is closed.
• The guest panel shows the stay (room, dates, language), Sign in for arriving and in-house guests, Offer a call with Phil, and the guest's open requests, orders, room charges and offers.

Common tasks#

Answer a waiting guest

1. Open Needs reply and pick the guest.
2. Type a reply or pick one of the Quick replies.
3. Press Send. The reply reaches the guest's phone and is logged.

Handle a guest yourself

1. Press Take over and confirm.
2. Reply as long as you need.
3. Press Hand back to Phil when you are done.

Offer the guest a call with Phil

1. In the guest panel, under Call, press Offer a call with Phil.
2. The guest gets a call option in the chat, available for 15 minutes.

Offer a call with Phil appears only at hotels with Phil on the phone, and only when the guest can take a call. See Phil on the phone.