View Guest Text Requests (Cloud)

View Guest Text Requests (Cloud)

Guest text requests are messages sent by guests through the Visual Matrix Guest Texting feature—used to ask questions, request services, report issues, or communicate needs during their stay. This tool helps your team stay informed of guest communication and respond promptly, ensuring nothing is missed across shifts and departments. The Guest Texts Requests screen provides a centralized place to view these incoming messages, track their status, and route them to the appropriate department. From here, you can monitor which requests are pending or completed and quickly identify any guest who still requires attention.
Path: Front Office > Supervisor > Guest Texts

Generating the Report

1. Use the filters at the top of the screen to generate a list of special requests based on status, search criteria, department, or date range.
- Request Status: Filter by All, Pending, In Process, or Filled.
- Search By: Choose how to look up requests (Guest Name, Event Name, Room Number, etc.).
- Search For: Enter the matching value based on the Search By field.
- Department: View requests assigned to a specific department.
- Start Date/End Date: Narrow requests by the date they were created.



2. After adjusting your filters, click Refresh to update the list and Print to generate a printed copy.



Understanding the Report

The Special Requests report displays all requests matching your filters, helping you identify pending work, follow up on completed tasks, and maintain a clear service record.

Request Details
- Request Date: Date the request was created.
- Status: Current status (Pending / In Process / Filled).
- Clerk (Completion): Staff member who completed the request.
- Filled Date: Date the request was completed.
- Filled Time: Time the request was completed.

Guest & Reservation Information
- Guest Name: Guest associated with the request.
- Status (Reservation Status): Guest’s reservation status, such as IN or GTD.
- Room #: Room tied to the request.

Request Description
- Request: Description of what the guest requested.

Department & Staffing
- Clerk: Staff member who created the request.
- Entered Date: Date the request was entered.
- Department: Department responsible for completing the request.

Action Column
- View (Eye Icon): To open the guest reservation.


Tips & Use Cases

Tips
- Always click Refresh after setting filters to load up-to-date data.
- Use Status filter during shift changes to focus on pending messages.
- Use Department filter to delegate tasks to appropriate teams.
- Ensure guest phone and consent are properly recorded to avoid SMS sending errors (see Guest Texting opt-in requirements). 

Use Cases
- Guest Request Follow-up — quickly locate communications from a particular guest (via Search By) and mark the request as responded / filled.
- Department Workflow Management — filter by department to show pending tasks (e.g. maintenance or housekeeping) generated via guest texts.
- Audit & Communication Tracking — print or export the list at end-of-shift to prove that all guest messages were handled or forwarded correctly.

Still Need Help With This Topic?

Ask Yourself:
- Have I enabled Guest Texting and opted-in the guest? 
- Did I set filters and click Refresh before expecting results?
- Is the request assigned to the right department?
- Was the status updated correctly after responding?

Support May Ask You:
- What guest name / phone number / reservation number were you searching for?
- What date range and status filter did you use?
- Did you use a valid guest phone number and consent status?

Change the Status of Guests Text(s) Request(s) (Cloud)
Set up Guest Texting Options (Cloud)

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