The Timeline tab of a booking lists what happened on the booking, with the newest items first. It shows the messages to the guest, the guest's WhatsApp messages, the changes to the booking, and the forms that the guest submitted. Use it to follow a booking and to reply to the guest on WhatsApp.
Open the Timeline
Go to Bookings > All bookings.
In the Booking code column, click the booking code. The booking opens on the Activities tab.
Click the Timeline tab.
The Timeline groups the items by day. Each item shows the time and an icon for the type of item. All times are in the time zone of your company.
What the Timeline shows
Messages: the e-mails, SMS messages, and WhatsApp templates that were sent to the guest. Each message shows the template name, the channel, and the person who sent it. Automation means that PaxFlow sent it automatically.
Message status: Scheduled, Queued, Sent, Delivered, Opened, or Failed. A scheduled message also shows the date and time when PaxFlow sends it.
WhatsApp messages: the messages from the guest (Customer) and the messages from your team (Reply).
Changes: changes to the booking and its activities, for example Booking rescheduled or Activity resource assigned. Each change shows who made it and which fields changed.
Forms: Booking form submitted or Waiver signed, with the name of the form.
To read an e-mail, click View e-mail under the message. To see more items, click Show older at the bottom of the list.
See when a booking needs attention
A dot on the Timeline tab tells you that the booking needs attention:
An orange dot: the guest is waiting for a reply on WhatsApp.
A red dot: a message failed to send.
At the top of the Timeline, buttons show the open tasks, for example Reply to guest, 1 message failed, or 2 messages scheduled. Click Reply to guest to go to the reply box. Click one of the other buttons to show only those messages.
Filter the Timeline
Above the list, click a filter: All, Messages, WhatsApp, E-mail, SMS, Changes, Forms, Scheduled, or Failed. The list shows only the items of that type.
To show all items again, click All.
Each filter shows the number of items. All always shows. The other filters show only when the booking has items of that type.
Reply to the guest on WhatsApp
You can send a free-text reply for 24 hours after the last WhatsApp message from the guest.
On the newest message from the guest, click Reply. The cursor moves to the reply box at the bottom of the Timeline.
In the Reply on WhatsApp… box, enter your reply.
Click Send reply. The message Reply sent shows.
Next to the buttons, Window closes in shows how much time you have left to reply. Your reply also shows in WhatsApp chat.
When the 24 hours are over, the reply box shows The 24-hour reply window is closed. Send an approved WhatsApp template instead. To send a template, click Send template. See Send WhatsApp to a passenger.
Mark a WhatsApp conversation as handled
When the guest sends a WhatsApp message and nobody on your team replies, the Timeline shows Awaiting reply and the time when the guest started to wait. If the message does not need a reply, mark the conversation as handled.
Next to Awaiting reply, click Mark handled. The message Marked as handled shows.
The Timeline shows Handled by, the name of the person, and the time. Your team sees the same status in WhatsApp chat. A reply from a person on your team also stops the wait, but an automatic message does not. If the guest writes again, Awaiting reply shows again.
Fix a message that failed
A failed message has a red icon and the status Failed. The reason shows under the message.
To send the same message again, click Resend.
To send a WhatsApp message instead of a failed e-mail or SMS message, click Send on WhatsApp. This button shows only if your company uses WhatsApp.
To correct the e-mail address or phone number of the guest, click Fix contact details.
Tell the guest about a change
Some changes show Notify guest, for example a rescheduled booking, a cancelled activity, or a resource assigned to an activity.
Under the change, click Notify guest.
Click Send SMS or Send e-mail. If your company uses WhatsApp, you can also click Send WhatsApp.
Select a template and send the message.
If a change is only to the internal notes, it does not show Notify guest.
Copy the Timeline
If you want only some items, click a filter.
Click Copy. The message Timeline copied shows.
The copy is plain text, with the oldest item first and the date and time of each item. You can paste it into an e-mail or a document.
Notes
The Timeline shows WhatsApp messages and the reply box only if your company uses WhatsApp and your user group has access to WhatsApp chat. To start with WhatsApp, see Getting started with WhatsApp in PaxFlow. To get access, ask an admin in your company to change your user group in Settings > User groups.
The Timeline shows changes only if your user group has access to the audit log. To get access, ask an admin in your company to change your user group in Settings > User groups.
The Timeline shows the WhatsApp conversation that is assigned to the booking in WhatsApp chat. If no conversation is assigned, it shows the newest conversation with the phone number of the guest that is not assigned to another booking.
If the WhatsApp conversation is closed, the reply box does not show. To contact the guest, click Message customer at the top of the booking.
The Timeline shows the latest 200 changes and the latest 100 WhatsApp messages. A note at the bottom of the list tells you when the Timeline does not show older items.