The Noovy Inbox Feature Explained

When the feature is enabled, the Inbox page displays all guest messages, along with their guest details and booking numbers (Here these are blacked out for privacy reasons):

AI messaging 

The system will respond to the enquiries by AI and does all the work for you. It will use publicly available data combined with hotel-specific information (*These details must be entered in Inbox Settings before the feature can be enabled. For more information, see the ‘Input’ section below.)

• If the AI is unable to answer a question, the hotel will be notified, as the message will be marked with Request:
  
  

• A notification badge on the Inbox tab in the main menu shows how many open requests require action:

  
  
  

• AI will inform the guest that the hotel has been notified, as you will see in the below example conversation:

• A request will be unassigned but as soon as the user picks up the request, 

  this user will become the assignee:
  

• You can accept or decline a request by clicking the corresponding button, after which the AI will send a suitable response to the guest:
  
  

• Or you can reply to the guest directly:

• After you reply, the conversation is automatically handed back to AI: 

Manual responses

• Users can switch to “Manual Chat” at any time to send messages directly to guests, and switch back to AI chat whenever needed.

At the top of the message, the details bar displays the language used by the guest:

• AI will also respond to the enquiries in the guest's language.

  (During setup, you can choose your preferred display language in Noovy, so guest enquiries are automatically shown in your hotel’s local language.)

• Translated messages and responses are marked with a translation icon in front of them:

• By clicking on the reference number in the message details bar, you will be redirected to the relevant OTA extranet:

  This will take you either to the OTA extranet login screen or, if you are already logged in, directly to the specific booking:

• Once a booking is made, by default a confirmation is automatically sent via WhatsApp.

  In this text guests can choose to click on more information buttons or choose ‘Nothing for now’ to Opt Out.

  • This ‘Nothing for now’ response is followed by a courtesy message and an option to ‘Silence’ notifications. Selecting this will opt the guest out, and the AI will cease sending further messages. (The guest however will still be able to make enquiries by sending a text at any time.)

• To manually opt out the guest from future messaging,

  simply click 'Opt-out' on the details bar:

• As a precaution, you will be asked to confirm before proceeding:

Before using this feature, it is essential to input the correct data into Noovy. This can be added and updated under Settings > Inbox Settings, where hotel details, rules, and policies can be configured: