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Use cases and best practices

Which use case you decide to follow depends on whether you save the messages in your system or not.

Saving messages in your system

If you decide to save the messages in your system, you can use the following flows:

  • Property starts conversation flow.
  • Guest starts conversation flow.

Property starts conversation

If the property wants to start the conversation and you have the reservation id, follow these high-level steps:

  1. Retrieve the empty conversation by reservation id.
    In the response you can find the conversation id.
  2. Enable property to send message(s) to the guest.
  3. Periodically retrieve messages from the queue to enable property to see whether the guest has replied.
  4. Enable property to reply to new messages if needed.

If the property wants to start the conversation and you do not have the reservation id, follow these high-level steps:

  1. Retrieve a list of all property conversations, which are in order of most recent activity.
  2. Retrieve the empty conversation by conversation id.
  3. Periodically retrieve messages from the queue to enable property to see whether the guest has replied.
  4. Enable property to reply to new messages if needed.

Guest starts conversation

If the guest started the conversation, follow these high-level steps:

  1. Periodically retrieve messages from the queue to enable property to see whether the guest has sent a message.
  2. Enable property to reply to the guest's message(s).
  3. Enable property to reply to new messages if needed.

Not saving messages in your system

If you decide not to save the messages in your system, you can use the following flows:

  • Property starts conversation flow.
  • Guest starts conversation flow.

Property starts conversation

If the property wants to start the conversation, follow these high-level steps:

  1. Retrieve a list of all property conversations, which are in order of most recent activity.
  2. Retrieve the empty conversation by conversation id.
  3. Enable property to send message(s) to the guest.
  4. Periodically retrieve conversation again to see whether guest has replied.
  5. Enable property to reply to new messages if needed.

Guest starts conversation

If the guest started the conversation, follow these high-level steps:

  1. Retrieve a list of all property conversations, which are in order of most recent activity.
  2. Enable property to send message(s) to the guest using conversation id.
  3. Periodically retrieve conversation again to see whether guest has replied.
  4. Enable property to reply to new messages if needed.
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