Sending a Private Message to a Guest

Feature Overview

When a guest leaves a review, you can send them a private message directly through Katalyst to follow up on their feedback, thank them for a positive experience, or address a concern they raised. Messages are delivered to the guest's registered Katalyst account email, creating a private channel between your management team and the individual guest.

Prerequisites / Requirements

• Your account must have Reviews view or edit permissions.
• The guest must have submitted their review through a registered Katalyst account with a valid email address. Anonymous reviews do not support private messaging.

Step-by-Step Guide

1. On the Reviews page, locate the review card for the guest you want to message.
2. On the review card, click the private message icon or button.
3. The Private Messages dialog opens, displaying the conversation history with this guest (if any previous messages were sent or received).
4. Click into the message input field at the bottom of the dialog.
5. Type your message to the guest.
6. Click Send to deliver the message directly to the guest's registered email address.
7. Click outside the dialog or press X to close it.

Common Troubleshooting / FAQs

Q: I sent a private message but the guest says they never received it. Private messages are delivered to the guest's registered Katalyst account email. Verify the guest has an active Katalyst account with a valid email address linked to their profile. If the review was submitted anonymously, private messaging is not available for that review.

Q: The private message button is not visible on a review card. Private messaging is only available for reviews submitted by guests with a registered Katalyst account. If the guest checked out as a guest (no account), the messaging option will not appear on their review card.