It answers in Russian at 23:47. Nobody on your team speaks it.
Russian on one phone. Italian on the other. This is the real NYMA inbox, and both threads are already on automatic: the guest wrote in their language, the reply went out in their language, and nobody had to approve it. With their booking dates in front of it, and without you changing PMS.
Neither reply went past anyone: that topic was already on automatic. That is why there is no draft waiting anywhere on the screen.
Guests write as they like. Your team works as usual.
The guest sets the language of the conversation. You choose the one for the panel: Spanish or English.
The guest sets it
The language of the conversation
- It answers in the language the message arrives in. Nothing to note down on the booking and nothing to pick from a menu, and the next message can come in another one.
- The reply is written in that language, with the dates, the property and that booking's conditions in front of it.
- The guidebook they open from their link is served in their language too. With one catch, further down: you translate it, it does not happen on its own.
You set it
The language of the panel
- The panel is in Spanish and English: the menus, the screens, the alerts and the list of what NYMA looked up before writing.
- You pick it in your preferences and it has nothing to do with what language guests write in. Your team can work in Spanish all week without a single guest writing a word of Spanish.
- What you write stays in the language you wrote it in: the guidebook, your templates, an extra's details. Translating it is a separate decision.
Two phones with the real NYMA panel — the same one, served in Spanish and in English. Both open the same conversation with the same guest and the same booking, and in both the agent has left the same reply waiting. Instead of approving it once, the host taps “Always”: the panel names the topic and how many of the previous ones were approved untouched, and on confirming it answers that from now on those send on their own. Each panel says it in its own language.
The same panel, the same conversation and the same booking, served twice: the only thing that changes is the language you read it in. And both do the same thing — put that topic on automatic, so from then on it goes out without passing by you.
Sunday, 23:47. The same question, in three languages.
“What time can I get in?” It reaches you on WhatsApp, on the Airbnb thread, by email and through the form on your website. In Spanish, in English and in French.
- 01
Of all that, this is what comes in here.
WhatsApp and text messages, always. Airbnb or Booking messages come in through your PMS: both of the ones connected today, Hostaway and Smoobu, bring them. The language is not flagged anywhere: the latest message sets it.
- 02
You write the house once, in your own language.
Times, codes, parking and house rules are written once, in your language. There is no copy per language to keep up to date.
- 03
The reply is written straight into that language.
With the dates, the property and that booking's conditions in front of it. It is not a translator passing over a reply already written in Spanish: it writes it in Russian from the start.
- 04
And it stops where all of them stop.
It sits written and unsent until somebody approves it, in another language as much as in yours. And once you see it always gets the usual questions right, you let it have those. They are answered on their own, in any language, at three in the morning.
- 05
The guidebook goes another way, and it is worth knowing.
You write it once and choose which languages it is translated into. Nothing is published without you looking at it first. For each language you can see whether it is unchecked, checked, or out of date because you changed the guidebook afterwards.
Try it with a real question.
Write to it in Russian, in Italian or in any language you like, and see how the reply comes back.