Update or Complete Guest Texts Requests (Cloud)

The Guest Texting feature allows your property to receive and manage SMS messages sent by guests. These incoming messages appear as guest text requests, which your team can review, update, and complete directly within Visual Matrix Cloud. Updating the status of a guest text request — from Pending to In Progress or Filled — helps your team stay organized, ensures timely follow-up, and creates a clear record of who handled the request and when. This keeps communication transparent and ensures that no guest message is overlooked.

Path: Front Office > Supervisor > Guest Texts

Instructions

1. Apply any optional filters to narrow the list (e.g. by status, date range, department, or guest name).

2. Click Refresh to load the filtered list of requests.

3. Select the request you want to update.

4. Change the Status field to In-Process or Completed.

5. Click Refresh to update the list.

6. The system will display the Clerk ID, Filled Date, and Filled Time recorded for this request.

A request’s status can be changed at any time. Even after a request is marked as Completed, you can update it back to In-Process or Pending if further action is required.

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Still Need Help With This Topic?

Ask Yourself:

1. Did I apply filters and click Refresh before selecting the request?
2. Is the guest opted in to Guest Texting and do they have a valid phone number on file?
3. Am I selecting the correct request before changing the status?
4. Do I understand the difference between Pending, In Progress, and Filled?

Support May Ask You:

1. Which filters were applied when you ran the search?
2. Which guest text request did you try to update?
3. What status did you try to change it to?
4. Did you receive any error when changing the status?
5. Has the status update recorded the clerk/date/time correctly?

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Related Articles

1. Guest Texting Overview (Cloud)
   
2. View Guest Text Requests (Cloud)
   
3. Set up Guest Texting Options (Cloud)
   
4. Send Internal/Employee Texts using the Guest Texting Feature and Twilio (Cloud)
   
5. Set up Guest Texting Custom Responses (Cloud)
   
6. Opt Guest Into Text Messaging (Cloud)
   
7. Send Reminder Pre-Check-In Text to Guest (Cloud)
   

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