Overview

Valzotra's messaging system includes AI-powered tools to help you communicate with guests more effectively, direct access to messaging from damage claims, and built-in record-keeping that supports your compliance documentation. This guide covers the advanced messaging capabilities beyond basic sending and receiving.

Starting a new conversation

You can initiate a conversation with any guest who has an active reservation.

  1. Navigate to Messages from the sidebar.
  2. Click + New at the top of the conversation list.
  3. Search for the guest by name or browse the list of active reservations.
  4. Select a reservation to open a compose area.
  5. Type your message and click Send.

The guest receives an email notification with your message. Once the first message is sent, the conversation thread appears in your sidebar alongside any existing threads.

AI Suggest Reply

When the compose area is empty and you need help figuring out what to say, the AI can generate a full reply for you.

  1. Open a conversation thread with a guest.
  2. Leave the reply text area empty.
  3. Click the AI Suggest Reply button (the sparkle icon).
  4. The AI reads the conversation history and generates a contextual reply based on the guest's most recent message, the property details, and any active checklists.
  5. The suggested reply appears in the compose area. Review and edit it as needed before sending.

AI Suggest Reply uses your property information and operational context to generate relevant, specific responses -- not generic templates. For example, if a guest asks about check-in instructions, the AI references your property's actual arrival guide.

Enhance with AI

When you have already typed a draft but want to polish it, the AI can improve your message without rewriting it from scratch.

  1. Type your reply in the compose area.
  2. Click the Enhance with AI button (the same sparkle icon -- the label changes when text is present).
  3. The AI takes your draft and improves the grammar, tone, and clarity while preserving your intent and specific details.
  4. The enhanced version replaces your draft in the compose area. Review it and send when ready.

The button automatically switches between the two modes:

  • Empty compose area -- shows "AI Suggest Reply" and generates a reply from scratch.
  • Text in compose area -- shows "Enhance with AI" and polishes your existing draft.

Both AI features require the Host or Portfolio plan.

Messaging from damage claims

When a damage claim is linked to a reservation, you can message the guest directly from the claim without navigating away.

  1. Open a damage claim from the Damage section.
  2. If the claim is linked to a reservation, a Message Guest button appears in the claim header.
  3. Click Message Guest to jump directly to the messaging thread for that reservation.
  4. Send your message as usual. The message appears in the same conversation thread the guest already uses.

This is also available from the damage claims list view -- each claim card with a linked reservation shows a message icon button.

This workflow is useful for notifying guests about damage discovered during their stay, requesting information about an incident, or following up on a resolution.

Messages as compliance documentation

Every message exchanged between you and a guest is permanently stored in the conversation thread. This creates a timestamped record of all guest communication that supports several compliance needs:

  • Guest communication log -- demonstrates active, hands-on management of your properties, which supports material participation claims under IRS rules.
  • Damage claim evidence -- messages about property damage, repair timelines, and guest acknowledgments are preserved alongside your damage claim records.
  • Dispute resolution -- if a guest disputes a charge or files a complaint, your message history provides a clear record of what was communicated and when.
  • Audit trail -- every message includes a timestamp, sender identification, and the full message content. This trail is retained for the lifetime of your account.

Message history from past stays is read-only but always accessible. You cannot delete individual messages, which ensures the integrity of the record.

Limits & requirements

  • Messaging is available on the Host and Portfolio plans.
  • AI Suggest Reply and Enhance with AI require the Host or Portfolio plan.
  • Messages can only be sent during an active stay. Past stay threads are read-only.
  • Team members with access to the property can view and send messages. Messages show the sender's name.
  • There is no hard character limit on individual messages.
  • Message history is retained indefinitely.

FAQ

Do I need a specific plan to send messages? Messaging is available on the Host and Portfolio plans. It is not available on the Comply plan. The AI Suggest Reply and Enhance with AI features are included with messaging on both Host and Portfolio.

Can the AI see my property details when generating a reply? Yes. The AI has access to the property's information, active checklists, and the conversation history for the current thread. This allows it to generate specific, contextual responses rather than generic text.

Is the enhanced message sent automatically? No. Both AI Suggest Reply and Enhance with AI place the generated text in the compose area for your review. You must click Send to deliver the message. You can edit the AI output before sending.

Can I message a guest about damage if the claim is not linked to a reservation? No. The Message Guest shortcut requires the damage claim to be linked to a reservation. If the claim is not linked, you can still message the guest by navigating to Messages and finding their conversation thread manually.

Are messages included in data exports? Message history is part of your account data. Refer to Exporting Your Data for details on what is included in compliance exports.