Managing Conversations

The Conversations page is your unified inbox for all guest messages across every channel. Open it from the main navigation in your dashboard.

The conversation list

Each conversation in the list shows:

Guest name and phone number
Last message preview and timestamp
Status — whether the AI is handling it, it needs attention, or it's resolved
Channel — WhatsApp, Instagram, or webchat icon
Property name — useful if you manage multiple properties

Searching and filtering

Use the search bar at the top to find conversations by:

Guest name or phone number
Message content (keywords)
Date range
Conversation status (active, needs attention, resolved)

Reading a conversation

Click any conversation to open the full chat view. You'll see:

The complete message history between the guest and AI
Timestamps for every message
Which messages were sent by the AI and which by your team
Any internal notes your team has added

Conversation actions

From inside a conversation, you can:

Take over — Pause the AI and respond manually (learn more)
Mark as resolved — Close the conversation
Add an internal note — Leave a note for your team (the guest won't see it)
Assign to a team member — Route the conversation to a specific staff member
Flag for follow-up — Mark for later attention

Notifications

vGuest sends notifications when a conversation needs human attention. Configure your notification preferences in Settings > Notifications to choose how and when you're alerted.

Managing Conversations