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Reply to Guests in Live Chat

Quick Reply

Select a conversation, type your message, and press Enter to send. This takes under 1 minute.

This guide helps you read, translate, and reply to guest messages in Live Chat.

Go to: Live Chat

Live Chat conversation list showing guest conversations and message area

Quick Reference​

TaskWhere to clickResult
Open a conversationConversation listMessage history appears
Reply to a guestMessage box → SendYour message is delivered
Add a line breakPress Shift + EnterNew line in the message
Change guest languageGuest language → ChangeFuture replies use the selected language
Take over from AISend → Disable bot and sendAI replies turn off for that guest
View room contextConversation list and Conversation headerShows reservation or printed QR context when available
Translation split

Your merchant turns auto translation on in Live Chat Settings. Your personal Chat Language stays in Personal Settings.

Plan Access​

  • Live Chat is available on paid plans.
  • Free-tier accounts see an upgrade screen instead of Live Chat.

To upgrade, go to Settings → Billing.

Open a Conversation​

  1. Go to Live Chat.

  2. Click a guest name in the left panel.

    ✓ The message history loads on the right.

Unread chats show a blue badge with the count.

Reply to a Guest​

  1. Select a conversation.

  2. Type your message.

  3. Press Enter or click Send.

    ✓ Your reply appears on the right.

To add a new line without sending, press Shift + Enter.

Guest Language and Translation​

Live Chat keeps one guest language per conversation. When your merchant enables auto translation, AVA translates guest messages into your chat language.

When auto-translate is on, AVA translates messages both ways:

  • Guest messages appear in your chat language
  • Agent replies appear in the guest's language
  • Handoff messages
  • Closure messages

To change the guest language:

  1. Open the conversation.

  2. Find Guest language in the conversation header.

  3. Click Change.

  4. Select a language or choose Automatic.

  5. Click Apply language.

    ✓ Future replies use the selected language. ✓ Choosing Automatic returns to language detection.

How Translated Messages Look​

  • Guest messages show the original text above the translated text.
  • Long original text collapses behind Show more.
  • Agent messages keep your sent text first.
  • Use View sent translation (LANG) to reveal the translated version.

View the Reservation Badge​

When a guest is linked to a reservation, the conversation cards and conversation header show a room badge.

If the room type is available, the badge shows both:

  • Room number
  • Room type name

The conversation details panel uses the same reservation information. It shows Room number and Room type rows for linked reservations. This helps you confirm the guest's stay without opening the reservation.

Recognize printed QR room context​

Guests who scan a printed room QR code can start chat with room context.

When exactly one active in-house stay matches the scanned room, AVA links that stay to the conversation. The conversation list and header then show the linked reservation and room details. AVA refreshes this link before text chat and voice features use the stay context. AVA also matches one native DUE_OUT stay when your PMS capability contract supports that status. Otherwise, printed room QR lookup matches CHECKED_IN stays only. The lookup uses the exact room value encoded in the QR code.

If no unique active in-house stay matches, AVA keeps the room as Unverified context. Use unverified room context as a helpful hint, not as proof of the guest's room assignment.

Recognize printed location QR context​

Guests who scan a location QR code can start chat with location context. AVA keeps this context separate from guest and reservation data. Location QR sessions do not verify reservations, link stays, or show reservation badges. They also do not add reservation details to video calls. The conversation list and details panel show the named location with a Location QR Code label.

Use location context to answer general questions about the scanned area. Ask the guest to use a room QR code or verify their stay when room-specific help is needed.

Take Over from AI​

If AI replies are on, Live Chat asks you to take over.

  1. Type your message and click Send.

  2. In the confirmation dialog, click Disable bot and send.

    ✓ AI replies turn off for that guest. ✓ Your message sends. ✓ AVA shows Sending handoff message… while it finishes the handoff.

Recognize AI Voice Assistant Messages​

When AI answers a guest call, Live Chat labels it clearly.

  • The conversation list shows AI Voice Assistant.
  • Assistant messages show Replied by AI Voice Assistant in the meta line.

Use those labels to separate AI turns from staff replies.

Understand Channel Badges​

  • WhatsApp badge means the guest is chatting from WhatsApp.
  • Web badge means the guest is using the web chat widget.

Troubleshooting​

Messages show the wrong language​

What you see: Guest replies, handoff text, or closure text stay in English.

Fix:

  1. Check the Guest language label in the conversation.
  2. Click Change.
  3. Pick the right language, or choose Automatic again.
  4. Send the message again.

Guest language is unknown​

What you see: The composer says the guest language has not been detected yet.

Fix:

  1. Wait for a guest message to arrive.
  2. Or set the language manually with Change.
  3. Send your reply again.

Live Chat is disabled​

What you see: A screen that says "Live Chat is disabled (AI-only mode)."

Fix:

  1. Go to Chatbot Setup → Widget & Access → Chat mode.
  2. Select Live chat only or Hybrid (AI + live chat).
  3. Return to Live Chat.

Cannot send a message​

What you see: Send is disabled or nothing happens.

Fix:

  1. Make sure you selected a conversation.
  2. Type a message. The button stays disabled when empty.
  3. If you see a takeover prompt, confirm it.

Conversation list is empty​

What you see: "No conversations yet."

Fix:

  1. Confirm the widget is live and guests can reach you.
  2. Wait for the first guest message to create a conversation.

Room type does not show​

What you see: The reservation badge shows only a room number.

Fix:

  1. Open the conversation details panel.
  2. Confirm the guest is linked to a reservation.
  3. Refresh Live Chat after the reservation sync completes.
  4. If the reservation is historical, the room number may appear without a room type.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Conversations do not load
  • ❌ Messages fail to send after retries
  • ❌ Live Chat stays disabled after updating chat mode

Helpful to include:

  • Guest name or conversation ID
  • Screenshot of the Live Chat page
  • Time the issue started