Where and when
- Everything happens in the "Messages" tab. There is one conversation per guest, no matter how many bookings they have with you.
- The chat opens as soon as the guest requests the booking (before paying), or when they write from the listing. You can also start a chat with a guest of your listing.
- You can send photos and voice notes. A message can be edited up to 15 minutes after sending.
- Your collaborators join the chats of the listings they manage.
Quick replies
- In "Messages" tap the "Settings" icon → "Quick replies", or inside a chat the "+" button → "Quick reply".
- Tap "Templates" to import the 6 basic ones (welcome, check-in, stay, checkout, emergencies) or build your own with "Create reply": title, shortcut (starts with "/"), category and message.
- Use "Insert variable" so the guest's name, dates, check-in time, wifi or access code fill in automatically.
- In the chat, type "/" and your replies appear filtered by shortcut.
Your response rate
- It is the percentage of conversations where you replied within 24 hours to the guest's first message, over the last 12 months.
- You see it under "Host progress". Superhost requires 90% or more.
- It is not shown on your public profile; it is for you.
What the app blocks (and why)
- Phone numbers and emails can only be shared when there is a confirmed booking between you two, from confirmation until 48 hours after the stay. Before that the message is not sent.
- External links, payment apps (WhatsApp, PayPal, Zelle, "bank transfer"…) and phrases like "outside the app" or "avoid the fee" are always blocked.
- You will see "Message not sent" with the reason. Three attempts in 24 hours flag the account for review and may restrict it.
- Getting paid outside SivarGO leaves the guest and you unprotected: no refund, no support and no tax document.
Good habits
- Reply even with a quick "let me confirm": the rate measures the first reply.
- Send arrival instructions through the chat: they stay on record for support if something goes wrong.
- If a guest turns aggressive or suspicious, do not argue: report them from their profile.
There is no automatic translation in the chat today: each side writes in their own language. The "Language" setting in the menu only changes the app language, not the messages.
Need more help? Write to us at soporte@sivargo.com.