Kiyo connects communication around the same guest and stay without turning every message into the same kind of thread. The Inbox owns guest conversations; email journeys inform the guest; Team Chat stays private to staff.
Supported Booking.com, Airbnb and Expedia threads can be answered with booking context close by. A connected WhatsApp Business number supports direct guest conversations, while eligible Messenger and Instagram accounts and a property Telegram bot require their own channel setup.
The useful question is not only who sent the message, but which booking it belongs to. Kiyo keeps the room, dates, booking status, language and recent contact history close so the person replying can understand the request before typing.
Confirmation, pre-arrival and post-stay emails are configured lifecycle communication. They belong to the guest journey and email editor, not the live guest-message queue. Connected Outlook email belongs in the Inbox, while Gmail, TikTok and Slack remain roadmap items.
Staff channels, direct messages, group conversations and internal handovers must never appear as replies to a guest. Team Chat gives hotel teams their own coordination space, with Workspace used when a conversation needs a named owner and follow-up task.
A reply can depend on account eligibility, connection health, provider approval, reply windows, templates and supported media. Kiyo should show the relevant channel state so the team understands why a message can be sent, requires another route or needs attention.
The Inbox answers the current conversation. Guest Management owns identity, contact history, preferences, consent and the relationship across stays. Reviews owns public feedback, while My Page owns the guest-facing stay view and self-service actions.
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