Once you’ve reviewed the case details, you can respond directly to the guest using the message box at the bottom of the case view.
Here’s how it works:
Type your message in the text field where it says “Reply to the guest…”
Use the formatting toolbar to bold, italicise or structure your reply
Click Send to deliver the message straight to the guest’s inbox
Once sent, your message will appear in the Case chat thread with a timestamp. This helps your team stay aligned and keeps a clear record of what’s been said.
Tips for effective replies:
Acknowledge the issue and thank the guest for their feedback
Be personal and empathetic — use their name where possible
Offer a clear resolution or next step
Keep the tone calm, professional and solution-focused
Following up quickly and personally can make all the difference in turning a negative experience into a positive one.