Conversations

The Conversations page is the record of every exchange between guests and Mira through your web chat widget. You can see who wrote when, what Mira answered, and whether a conversation turned into a booking, all in one place. This page is a record and follow-up screen, not an inbox: guests talk to Mira in your place, and you watch what is being said here and, when needed, take over by calling the guest by phone.

Open it from the Conversations tab in the left menu.

What is on the screen#

The page is made up of these sections from top to bottom:

1. Header area: the CONVERSATION MANAGEMENT label, the Conversations title and the description "Manage conversations with your guests." On the right there are four items:
   • the Refresh button,
   • the + New Conversation button,
   • the Total Conversations box (the number of conversations matching your current filters),
   • the AI Conversations This Month box ({used} / {limit}).
2. Warning boxes (when needed): the monthly quota warning and the history-limit notice on the Basic plan.
3. Search and filter card: the search box, the All / Open buttons, the date options and the custom date range.
4. Conversation list: on desktop a table with the columns Guest, Language, Status, Last Message and Time; on a phone each conversation is a single card.
5. Pagination: below the list.
6. Footer: on the left "Airoomier • Real PostgreSQL data", on the right the total number of conversations.

If there are no conversations, you see the No conversations yet heading and a description saying conversations will appear here when a new message arrives through the web widget. Conversations are created automatically: when a guest opens the widget chat and writes their first message to Mira, a new conversation starts (Installing the Widget on Your Site).

Step by step: Following your conversations#

Example scenario: you own "Deniz Park Hotel", a 30-room hotel. You sit down with your morning coffee and want to see who has written since last night.

1. Go to Conversations in the left menu.
2. When the page opens, conversations are listed with the one that received a message most recently at the top. Press Refresh to see new messages. The button does not reload the whole page; it only updates the list, so your selected filters and your page position stay as they are. The list does not update live on its own, so use the Refresh button.
3. Look at the badges in the Status column: Booking Pending and Awaiting Reply mark conversations that may need your attention (the meaning of each badge is below).
4. Click a row to open the conversation and read the messages from start to finish.
5. If the guest gave up on a booking or a question went unanswered, call the guest using the phone number shown on the conversation page.

List columns and badges#

Guest#

A round icon shows the first letter of the name, with the guest's name next to it and the phone number below. If there is no phone, it says No phone. A guest coming from the widget is initially saved as Web Guest; the record is updated when the guest shares their name and phone (for example when a phone number is requested to show prices, or while creating a booking request). Whether a phone number is requested is turned on or off in the Widget settings.

If the guest has requests that came out of this conversation, an amber Subject: line appears under the name. This is not a field you fill in by hand; it consists of the actual request sentences the guest wrote into Guest Requests (for example "my shower is broken", "the tap in my room is not working"). Up to 3 requests are shown, newest first, separated by " • ". If there are no requests, the line does not appear at all.

Language#

The language code stored on the conversation record (for example TR, EN). This is the code recorded when the conversation was opened; it may not be updated even if the guest switches language during the chat. The language Mira answers the guest in is determined separately, based on what the guest writes and the language they choose in the widget.

Status#

Each conversation shows a single badge. If a conversation fits more than one status, the topmost one in the list below applies:

On desktop, the Last Message column also shows 🤖 Replied by AI or ⏳ Awaiting reply under the first line of the message. If a guest's last message stays ⏳ Awaiting reply for 10 minutes, a notification and an email are sent (see the "Notifications" section below).

Conversations are normally created as open, and the system does not close conversations on its own. For that reason you will rarely see the Closed badge in everyday use.

Last Message and Time#

Last Message is the text of the most recent message in the conversation (shortened to one line). If there are no messages, it says No messages yet. Time is the date and time of the last message (in Turkey time format, day.month.year and hour:minute).

Search and filters#

Your filter settings are also written to the address bar, so the list can be saved or shared as a link.

• Search: type a guest name, phone number or a word from a message into the box and press Search. Search is case-insensitive and looks in all three places. The placeholder text of the box is "Search by guest name, phone, or message...".
• All / Open: Open shows only conversations whose status is open. Since conversations are normally open, the two options give almost the same result for most businesses.
• Date options: All Dates, Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, Last 6 Months. This Month and Last Month work by calendar month; Last 7 Days, Last 30 Days and Last 6 Months count backwards from today.
• Custom date range: fill in the Start and End date boxes and press Apply. The end day is included. Filling in only one of them is enough. A custom range takes precedence over the preset date options.
• Active filter indicator: while at least one filter is on, a {n} filters active badge and a Clear filters link appear.

Date filters work by when the conversation started (not by the date of the last message) and are calculated in Turkey time. If a conversation started yesterday and continues today, it shows up under the Yesterday filter.

If there are no results, you see the No results found heading and a description saying no conversation matches your search or the selected filter.

Pagination#

The list is sorted from the latest message to the oldest, with 20 conversations per page. At the bottom there is a summary such as Showing 1–20 / 134, plus ← Previous, page numbers and Next → links. Your search and filters are kept when you change pages.

When you open a conversation#

Clicking a row in the list opens the conversation page. To go back, use the ← Back to Conversations link at the top. You can also reach a conversation from these places: Recent Conversations and the incomplete-booking list on the Dashboard, the Bookings page and a booking's detail, and the Guest Requests and Service Requests and Chat Quality pages (the View Conversation link).

The page is made up of these sections:

1. Guest card: the first letter of the name, the name, the phone (No phone information if missing), a language badge and a status badge (Open, Closed or Archived). If the guest has requests that came out of this conversation, a Guest's requests (automatic): line with the request sentences appears under the card (newest first, up to 5).
2. Conversation card: the Conversation title and an {n} messages counter. Below it the messages are arranged from oldest to newest:
   • The guest's messages are on the left, with the guest's name.
   • Mira's messages are on the right, with the 🤖 Airoomier label (amber background).
   • Staff messages are on the right, with the 👤 Hotel Staff label (green background); system messages carry the System label.
   • Each message has its date and time underneath.
   • Some of Mira's messages show extra markers underneath (a contact options line, a confidence score, quality badges); see the Markers under messages section below.
   • If there are no messages at all, it says No messages yet.
3. Message box: a box that says Type a message... and a Send button (see below).
4. Incomplete booking warning (if any): an amber box titled Left without completing the reservation. It appears when the guest was offered a booking with an accommodation type, a date range and a total amount, left without confirming, and the offer has expired. The message states which room, which dates and which amount were involved and when the offer expired, and notes that you can call the guest at the phone number below as a reminder.
5. Three info boxes: Guest, Phone and Language.

Markers under messages#

On Mira's message bubbles you may see three kinds of extra information besides the message text:

• 📞 Contact options shown: when Mira cannot answer a question with verified information, she offers the guest a card in the chat widget showing your business's contact options. The conversation page does not draw this card; instead, this short amber line appears right under the message text. That way you know the guest was directed to contact you directly at that point.
• A line such as AI • Confidence: 87: the automatically calculated confidence score for the answers Mira writes freely (lowest 5, highest 100). It appears in small amber text just under the bubble, on the right.
• Quality badges: small amber badges under the confidence score, showing that a problem was detected in the answer. One answer can have more than one badge.

The confidence score and badges are only calculated for answers Mira writes herself and for "I have no verified information" answers. They do not appear on ready-made answers built directly from your records, such as prices or room information, or on older messages written before this feature existed. You can find a summary and a list of all flagged answers on the Chat Quality page.

What the message box is for#

This box is not a staff message channel for chatting live with the guest. The message you type is sent to Airoomier's AI engine as if it were a guest message, and Mira's reply is added to the conversation (the note under the box says the same thing). So its main use is trying out Mira:

1. On the Conversations page, press + New Conversation. An empty conversation named Yeni Test Müşteri is created and you go straight to the conversation page.
2. Type a guest question into the Type a message... box (for example "Is there a pool?") and press Send.
3. Mira's reply is added to the message list.

Do not use this box in a real guest's conversation: the text you type is saved in the conversation as the guest's own message, and Mira answers it.

If the AI service cannot be reached, your message is not lost; it is saved as a 👤 Hotel Staff message. Every time you send, the conversation's last message time is updated and the conversation is marked Open.

Guest details, channel and language#

• Name: Web Guest at first for conversations coming from the widget. When the guest shares their name, the real name is written. Records with no name at all show Unnamed Guest.
• Phone: saved when the guest shares it (if a phone is required to see prices, or during a booking request). It is stored in international format (for example +905551234567). If it was not shared, it says No phone / No phone information.
• Channel: Conversations currently come from the web chat widget; there is no separate "channel" column in the panel.
• Language: As described above, the language code on the conversation record is shown. The panel language (TR/EN) and the language Mira uses with the guest are independent of each other; changing the panel language does not affect the language the guest sees.

Related requests and bookings#

• Bookings: Booking requests that come out of a conversation affect the Status badge (Booking Pending, Booked). For the booking itself, use the Bookings page; the View Conversation link there brings you to this conversation.
• Guest requests: If a guest passes a request such as "my shower is broken" to Mira, it is opened as a Guest Request; it appears in the Subject: line in the list and in the Guest's requests (automatic): line on the conversation page. If you set a request to Awaiting Guest in Guest Requests and write a question to the guest, the guest's next answer to that question appears in the conversation as a normal guest message, and Mira replies "We have received your reply and passed it on to our team, thank you."
• Service requests: Service Requests that a guest sends through Mira are also linked to this conversation through the View Conversation link on their own page.

Notifications#

There is no separate notification for every new conversation or message; so check the list from time to time with the Refresh button. If a guest's last message has gone unanswered for 10 minutes (in conversations active in the last 24 hours), a (guest name) is waiting for a reply notification (N conversations are waiting for a reply if there are several) appears in the bell (not for Staff) and an email goes to people who have turned on Conversations awaiting a reply; this happens once per guest message (Account and Plans). The other conversation-related notification is this one: if Mira runs into an unexpected error while handling a guest request, you get an AI assistant ran into a problem notification, an email goes to team members who have turned on System and account alerts (by default only the Full access user), and the link in the notification takes you to the Conversations page. The same notification is not repeated within 24 hours. The notification text is sent in Turkish.

Monthly AI quota#

The AI Conversations This Month box shows the number of conversations that received at least one Mira reply in this calendar month. If a guest writes a single message and leaves without receiving any reply, it is not counted. A conversation counts as one, no matter how many messages it contains.

• When usage reaches 80%, the box turns amber and this warning appears: "You have reached 80% of your monthly quota. Once the limit is reached, new guests will see your direct contact details instead of the AI."
• When the limit is reached, the box turns red and the message "You have reached this month's AI conversation limit. New guests will see your direct contact details until the end of the month (or until you upgrade to Pro)." appears. On the Basic plan, an Upgrade to Pro link appears next to it.
• Once the limit is reached, new conversations are not opened; a new guest sees the message "We are very busy right now and our AI assistant has reached this month's conversation limit…" in the widget, along with your direct contact channels. Conversations that have already started are not affected.
• The quota resets at the start of each month.

See Account and Plans for the plans.

History limit (Basic: 30 days)#

On the Basic plan, the list shows only conversations that started in the last 30 days; a notice appears above the list: "On the Basic plan only the last 30 days of conversations are listed. Older records have not been deleted — they will show again when you upgrade to Pro." with an Upgrade to Pro link next to it. On the Pro plan, history is unlimited and this notice does not appear.

If the limit and a date filter overlap, the more restrictive one applies: on the Basic plan, even if you choose Last 6 Months, conversations older than 30 days stay hidden. The Total Conversations number also counts only the visible conversations. Older data is not deleted; it becomes visible again automatically when you upgrade to Pro.

Tips and common mistakes#

• Take a look a few times a day. Booking Pending and Awaiting Reply conversations in particular are the best opportunities to call the guest back.
• Call the guest who did not finish a booking. The Left without completing the reservation box on the conversation page tells you which room you offered for which dates; the phone number is on the same page.
• Open a test conversation. After adding a new piece of information or a new facility, ask Mira with + New Conversation and make sure she answers correctly. If the answer is wrong, fix the Facilities or Knowledge Base record.
• Do not write into a real guest's conversation; the message is recorded as the guest's own voice. To reach the guest, call them by phone.
• Keep an eye on your quota. In busy season, 100 conversations (Basic) can fill up quickly; consider moving to Pro as you approach the limit.
• The search box also searches inside messages. By typing "pool" you can find every guest who asked about the pool, which is also useful for seeing which topics are being asked about. For questions that could not be answered, see the Missing Topics list in the Knowledge Base.
• Review flagged answers. Messages where you see the Missing info badge or the 📞 Contact options shown line point to information you need to teach Mira; add that information to the Knowledge Base. To see them all in one list, use the Chat Quality page.
• If you cannot see an old conversation, you may be running into the Basic plan's 30-day limit; the data has not been deleted.
• You can find out how Mira decides in these conversations on the How Mira Works page.