How to utilize guest chat

Manage your platform conversations.

Guest Chat

Homepage to view and send platform messages.

Conversation

Campaign

Survey

Upcoming Messages

Message Icons

• Template
• Variable
• Widget
• Translate
• Emojis
• Upload
• Upsell [Premium & Enterprise]
• Internal Note
• Send Later

Message Actions

• Reply
• Create Ticket
• Archive Chat
• Archive Labels
• Block Guest
• Merge Guest
• Export Messages
• Edit Guest
• Move Message
• AI Auto-Reply
• Manage Channels
  • ADD CHANNEL
  • RE-REQUEST OPT-IN
  • SPLIT NEW GUEST
  • REMOVE

Archived

Blocked

• UNBLOCK

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Conversation

Individual message sent from Whistle.

1. While in the Guest Chat tab
2. Click Start Conversation
3. Add guest info
4. Type message or utilize message icons for additional services

   1. Templates

   2. Variables

   3. Widgets

   4. Google Translate

   5. Emojis

   6. Upload

   7. Upsell [Premium & Enterprise]

5. Click Send or send later with clock icon
   

Campaign

Mass message sent individually to each number (not a group message).

1. While in the Guest Chat tab

2. Click Start Conversation

3. Select Start Campaign

4. Enter campaign Description

5. Add guest(s) or upload csv/excel file of guest(s) details from your PMS/reservation system

6. Type message or utilize message icons for additional services

   1. Templates

   2. Variables

   3. Widgets

   4. Google Translate

   5. Emojis

   6. Upload

   7. Upsell [Premium & Enterprise]

7. Click Send or send later with clock icon

Survey

Send a question with automated reply options.

1. While in the Guest Chat tab
2. Click Start Conversation
3. Select Start Survey
4. Create new survey or click + Use Survey Template
5. Click NEXT at the top right
   
6. Add guest(s) or upload csv/excel file of guest(s) details from your PMS/reservation system
7. Click NEXT button at the top right
   
8. Click Send Survey or Schedule
   

Upcoming Messages

Enabled automated messages scheduled to send from your platform.

1. While in the Guest Chat tab

2. Click Start Conversation

3. Select Upcoming Messages
   
   The automated messages scheduled to be sent for the day will be displayed

• • You can look at past or future automated messages by adjusting the dates with the arrows at the top right
  • Select 3 dot icon to remove, edit or view history of the automated message

Message Icons

Shortcuts to be added to your message.

Template

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. While in an open message, select the Template icon 
   
    
4. Select Template Type to add into message
   • Company Templates (Admin Created)
   • User Templates (Personally Created)
   • Survey Templates (Feature)
   • Digital Registration (Enterprise Only Feature)
   • Automated Messages (Admin Created)
   The template will not immediately send, it will paste into the message box to be reviewed.

Variable

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. While in an open message, select the Variable icon 
4. Select Variable Type to add into message
   
   The variable will not immediately send, it will paste into the message box to be reviewed.
   
   • Company - Admin Created (ex: Check-In Time, Check-Out Time)
     
   • Guest - Guest Data (ex: Full Name, First Name, Last Name, Email)
     
   • Reservation - Guest Data (ex: Arrival Date, Departure Date, Room Number)
     
   • Commands - Admin Created (ex: Wifi, Shuttle)
     
   • Whistle - Admin Create/Enabled [Enterprise]
     • Guest Book
       
     • Guest Video Link
       
     • Guest Pin Code

Widget

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. While in an open message, select Widget with the puzzle icon   
4. Select Service to add into message box - Enabled by Admin
   
   1. TripAdvisor
   2. Chargerback
   3. Discotech
   4. Enterprise
   5. Viator

Translate

Translation is only available on the desktop version of Whistle.

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. While in an open message, select 3 dot icon to view message settings
   
4. Change the Language
5. Click Translate To
   
   1. The message will translate to the language you selected and it will show the language used in the original message.
6. Type your reply message
7. Click on the GoogleTranslate icon with the blue G banner   
   
8. Change the Language to what the guest used
9. Click Translate To
10. 1. The message will be translated the language into the message box to review before you click send.

Emojis

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. While in an open message, select the smile icon to insert emojis
   

Upload

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. While in an open message, select the paperclip icon to attach a file to your message 
   
   1.  Maximum File Size: 5MB
   2. Carrier Attachment Size Limits:
      1. AT&T - 0.675 MB
      2. Sprint - 1.4 MB
      3. T-mobile - 1.5 MB
      4. Verizon - 0.675 MB
   3. File Types:
      1. jpeg
      2. png
      3. gif

Upsell [Premium & Enterprise]

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. While in an open message, select the shopping cart icon to include a product link from your upsell marketplace
   
4. Select product or products to send via a upsell link
   

Internal Note

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. While in an open message, above the message box select the Internal with the hidden eye icon  
4. Enter Note
5. Click Send 
   
   1. The note will be posted in the chat history where is can be viewed by other Whistle users (NOT SEEN BY GUEST)
   2. To notify a specific Whistle user, use the at sign '@' with the user email or display name

Send Later

1. While in the Guest Chat tab and starting a new message

2. Click the Clock icon next to the send button to schedule the message to send later

3. Select Date/Time

4. Click Schedule
   

Message Actions

Available actions in an open message.

Reply

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. Type message or utilize message icons for additional services

   1. Templates

   2. Variables

   3. Widgets

   4. Google Translate

   5. Emojis

   6. Upload

   7. Upsell [Premium & Enterprise]

4. Click Send

Create Ticket

1. While in the Guest Chat tab

2. In an open message, select 3 dot icon to view message settings
   

3. Click + Create Ticket

4. Enter Ticket Details
5. Click Create Ticket
   

Archive Chat

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. Click the ARCHIVE button at the top of the page
   
   1. This will move the message from the 'Open' folder to the 'Archived' folder - Admin Access Required to view

Archive Labels

1. While in the Guest Chat tab
2. Hover over the label category (e.g. Guest, Managers, Staff) and select the X icon that appears   
   
3. Click to Close All Guest Chats
   
4. Click Confirm
   
   1. This will move the message from the 'Open' folder to the 'Archived' folder - Admin Access Required to view
      

Block Guest

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. Select 3 dot icon at the top of the page to view additional message settings
   
4. Click Block Guest
   
5. Click Confirm to remove
   
   1. This will move the message from the 'Open' folder to the 'Blocked' folder - Admin Access Required to view

Merge Guest

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. Select 3 dot icon at the top of the page to view additional message settings
   
4. Click Merge Guests
   
5. Select Guest to merge
   
6. Choose source, click Keep This Profile for the one you want
   
7. Confirm merge and click Merge Guest
   

Export Messages

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. Select 3 dot icon at the top of the page to view additional message settings
   
4. Click Export Messages
   
5. Print or Save
   

Edit Guest

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. On the right in the guest profile, click the pencil icon by the guest avatar to edit  
   
4. Edit details, click Save
   

Move Message

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. On the right in the guest profile, click the blue plus sign to add/update the label where the message should stored
4. Click the X to remove the old label where the message was stored
   
   1. Admin access required to update label options

AI Auto-Reply

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. On the right in the guest profile under the guest name flip the switch to AI Auto-Reply
   
   1. Blue - Enabled
   2. Grey - Disable

Manage Channels

ADD CHANNEL

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. On the right in the guest profile , click the plus sign next to Channels to expand the options, it should then show a minus sign while expanded
4. Click + Add Channel
   
5. Select Service Type
6. Enter Information
7. Click Confirm
   

RE-REQUEST OPT-IN

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. On the right in the guest profile , click the plus sign next to Channels to expand the options, it should then show a minus sign while expanded
4. Select the 3 dot icon to show more options
5. Click Re-Request Opt In
   

SPLIT NEW GUEST

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. On the right in the guest profile , click the plus sign next to Channels to expand the options, it should then show a minus sign while expanded
4. Select the 3 dot icon to show more options
5. Click Split new Guest
   
    
6. Click Confirm
   

REMOVE

1. While in the Guest Chat tab

2. Search for guest or select guest name in 'Open' folder

3. On the right in the guest profile , click the plus sign next to Channels to expand the options, it should then show a minus sign while expanded
4. Select the 3 dot icon to show more options
5. Click Remove
   
6. Click Confirm
   

Archived

1. While in the Guest Chat tab

2. Click Archived tab next to the Blocked folder - Admin Access Required

3. Search or select the guest to view message history
   

Blocked

1. While in the Guest Chat tab

2. Click Blocked tab next to the Archived folder - Admin Access Required

3. Search or select the guest to view message history
   

   1. Once guest is blocked, property will no longer receive any messages from number additionally, your team will be unable to send any messages to number

UN-BLOCKED