iLLy-27
commented
1 month ago How to start chatting with host:
- Go to your desired accommodation listing details
- Request contact request with host by clicking on the 'Add to contact list' button
- Wait for host to accept the request
- Start chatting
Three components of guest messaging experience
User Story As a guest, I want to easily communicate with my host through a messaging system, so that I can ask questions, clarify details, and receive timely information during my stay.
Acceptance Criteria
[ ] Intuitive Messaging Interface: Guests have access to a dedicated messaging section within their account where they can view all conversations with hosts in a clear and organized manner. Each conversation thread displays the host’s name, property details, and timestamps for messages.
[ ] Real-Time Notifications: Guests receive real-time notifications for new messages from hosts, including push notifications on mobile devices and alerts on the platform. Notifications should include a brief preview of the message to provide context.
[ ] Message Composition: Guests can compose messages using a simple text box with the option to send images or attachments (e.g., screenshots, photos) related to their inquiry. A character limit is in place to prevent overly long messages, ensuring clarity and brevity.
[ ] Quick Reply Options: The messaging system includes quick reply options for common questions (e.g., check-in details, Wi-Fi password), allowing guests to send standardized responses. A suggested replies feature can provide pre-written responses based on the context of the conversation.
[ ] Search and Filter Functionality: A search bar enables guests to quickly locate specific conversations or messages using keywords or host names. Filters allow guests to view messages from specific hosts or regarding particular properties.
[ ] User Privacy and Security: Guests’ personal contact information (e.g., phone numbers, email addresses) is hidden from hosts unless explicitly shared by the guest. All messages are securely stored and encrypted to protect user privacy.
[ ] Integration with Booking Details:
The messaging interface pulls in relevant booking information (e.g., check-in/check-out dates, property address) to provide context for discussions. Guests can easily reference their bookings within the messaging system.
Guests can customize their notification settings to receive alerts via email or push notifications for new messages and responses.
A "Do Not Disturb" mode allows guests to silence notifications during certain hours, while still allowing access to messages.
What-If Scenarios
The system could automatically notify the guest if their message remains unanswered for a certain period (e.g., 12-24 hours), encouraging them to follow up.
[ ] What if a guest needs to share multiple images with the host? Allow guests to attach multiple images in a single message, ensuring that the host receives all relevant information without requiring multiple messages.
[ ] What if a guest has technical difficulties using the messaging system? Include a help or support feature within the messaging interface that directs guests to troubleshooting guides or customer support for immediate assistance.
[ ] What if a guest accidentally sends a message with incorrect information? Implement an “Edit” feature that allows guests to modify their messages within a certain time frame after sending, as well as the option to send a follow-up message clarifying any mistakes.
[ ] What if a guest wants to send a last-minute inquiry about check-in or amenities? Ensure that the messaging system allows for immediate notifications to the host, emphasizing the importance of timely communication for urgent matters.
[ ] What if a guest wants to review past conversations? The messaging interface should keep an archive of previous conversations, allowing guests to scroll through their message history and reference important details.
[ ] What if a guest feels uncomfortable or has safety concerns about the host’s responses? Provide a reporting feature within the messaging system that allows guests to flag inappropriate or concerning messages, triggering a review by the platform’s support team.
[ ] What if a guest wants to reach out to a host but is unsure how to phrase their inquiry? Include a “Suggested Questions” section within the messaging interface that prompts guests with common inquiries they may wish to ask their hosts.
[ ] What if a guest has a language barrier with the host? Integrate a translation feature within the messaging system that allows guests and hosts to communicate in their preferred languages, enhancing understanding.
[ ] What if a guest wants to follow up on a previous message that has not received a response? Implement a “Follow-Up” feature that allows guests to easily resend their previous message or send a gentle reminder to the host regarding the unanswered question.
This Guest Messaging Experience promotes effective communication between guests and hosts, ensuring that guests have a seamless and supportive experience during their stay while enabling hosts to provide timely assistance and information.
- Customer journey guest messaging