Chat & Messaging
Guides for communicating with customers through the built-in booking chat system in Resytech.
Chat & Messaging lets you have direct, two-way conversations with customers about their bookings. Customers send messages from the self-service booking portal, and your team responds from the Customer Portal page in the dashboard. Each conversation is tied to a specific booking, so you always have context about who you're talking to, what they booked, and when.
Messaging must be enabled per-location in Customer Portal Settings before conversations can begin.
Guides
Respond to Customer Messages
Read incoming messages, compose replies, and keep the conversation moving from the dashboard.
View Chat History
Find past conversations, review full message threads, and access booking details from a chat.
Manage Unread Messages
Track unread counts, mark threads as read, and stay on top of customer inquiries.
How it works
Chat in Resytech follows a simple flow:
- Customer sends a message from the booking portal (the self-service page linked in their confirmation email).
- Your team sees the conversation in the Customer Portal section of the dashboard, under the Conversations panel.
- Any team member can reply. The reply is attributed to the logged-in staff member, so customers see a name rather than a generic "Support" label.
- Notifications fire when a customer sends a message, using the platform event system, so your team can integrate alerts into existing workflows.
Sender types
Every message has a sender type:
| Sender Type | Value | Description |
|---|---|---|
| Customer | 0 | Sent by the person who made the booking |
| Operator | 1 | Sent by a team member from the dashboard |
Thread lifecycle
- A thread is created automatically the first time a customer sends a message for a booking, or when an operator initiates a conversation from a booking.
- Each booking has at most one chat thread.
- Threads persist indefinitely and can be revisited at any time.
Prerequisites
Before customers can message you:
- Customer Portal must be enabled for the location. Go to Customer Portal > Settings and toggle the master "Enabled" switch on.
- Support Messaging must be enabled. In the same settings page, check the Support Messaging checkbox under the messaging section.
If messaging is disabled, the Customer Portal page shows a notice with a link to enable it in settings.
Related guides
- Checkout Customization -- configure the booking experience customers see before they can message you.
- Workflows & Automation -- build automations triggered by chat events.
- Customers & CRM -- manage the customer profiles linked to each conversation.