Replying to Guests

Some replies go out to guests automatically; others wait as drafts for you to review, edit, and send. You can also write your own reply and take over the conversation at any time.

What you'll see in a conversation

• Sent replies — answers already delivered to the guest. No action needed.
• Drafts for review — suggested replies waiting for your approval. Nothing reaches the guest until you send it.
• Conversations flagged for you — the conversation needs a person; a suggested reply is usually ready as a starting point. See When Brixa Escalates.

Whether replies are sent automatically or held as drafts depends on your hotel's settings.

Reviewing and sending a draft

1. Open the conversation and read the guest's message and the draft reply.
2. Edit the draft if you want to change wording or details. You can also ask Brixa to generate a new version, optionally giving it extra instructions about what the reply should say.
3. Send the reply. It goes to the guest on the channel they wrote on.

If a response is still being prepared, you can stop it and take over, or let it finish and then edit the result.

Writing your own reply

You can always reply manually instead of using a draft. Type your message and send it — the guest receives it on their channel. Replying yourself is the right move when the guest's request is unusual, sensitive, or when you simply know something Brixa doesn't.

Guest language handling

Replies go to the guest in the guest's own language, and you see a translation in yours so you can review with confidence. If you edit a draft or write your own reply, the message is kept in the guest's language for you.

After you reply

Once a reply is sent, the conversation closes until the guest writes again — a new guest message reopens it automatically. If your reply included a quote, you can follow what happens next in Quote Statuses.

When sending is restricted

Channels like WhatsApp and Instagram limit when a business can message a guest — typically within a time window after the guest's last message. If a conversation has gone quiet for too long, sending may be restricted or require an approved template. See Messaging Windows and Limits.