Booking.com messages
Guests who booked on Booking.com write to you there. Anfigo answers them from the same Inbox, back into their Booking.com chat.
When a guest who booked on Booking.com sends you a message there, Booking.com e-mails it to your property. With your e-mail connected to Anfigo, the message lands in that booking's chat in your Inbox, and Anfigo's answer goes back into the guest's Booking.com chat.
Who it covers
- Guests who already booked on Booking.com. Their messages arrive through your e-mail.
- Their chat wears Booking.com's mark and shows the Booking.com booking number.
- When the guest also writes to you on WhatsApp from the phone number on their booking, both chats join into one timeline.
Setting it up
Connect your e-mail first (see Connect your e-mail). The Email card in Integrations then shows step 5, Booking.com (optional), with what to set in your Booking.com extranet:
- In Account → Messaging preferences, under General settings, switch on "A guest sends a message".
- Under Security settings → "Your email addresses", add the address Anfigo's answers leave from. The card shows it. Leave "Block all email communication" off.
- Make your extranet contact's e-mail address the mailbox that forwards to Anfigo.
What Anfigo answers
Every question about the stay, from check-in times to directions, answered from your Knowledge Base in the guest's language. A guest who wants to pay gets your payment link or bank details, the same as any guest. Booking.com takes an answer within 14 days of the guest's last message. The chat shows until when, and after that you answer the guest in Booking.com.
What goes to your team
- Changes, cancellations and refunds for a Booking.com booking go through Booking.com. Anfigo hands them to your team with a brief that names the Booking.com booking number, whether the guest asks on Booking.com, on WhatsApp, by e-mail or on a call.
- Booking.com's own notices about a booking, such as a guest asking Booking.com to cancel for free or to change dates, are filed in that booking's chat for your team. Anfigo doesn't answer them.
