This article covers managing conversations that already exist on a booking — replying, closing, filtering, assigning, and tracking new replies, all from the Messages tab.
To start a brand-new conversation, see Send a message from a booking.
Permissions required: Bookings → Messages
How to reply
To continue an existing conversation, reply within its thread.
Click the thread you want to reply to.
At the bottom of the thread, click the Write your message here box to open the reply editor.
The reply is pre-addressed to the people already on the thread. Adjust the recipients if needed — add or remove travelers in the same way as a new message.
Type your reply. The same toolbar, Attachments, Templates, and Variables are available, and you can use Preview to check how it will look before sending.
Click Send. Your reply is emailed to the recipients and added to the thread, keeping the whole conversation in one place.
How to close the conversation
Open the thread and click Mark as closed in the top-right (next to the assignee).
Its status changes to Closed and it leaves the default Open view — find it again with the Closed or All filter.
How to reopen a conversation
Open the closed thread and click
to Reopen.
Important💡
A closed thread also reopens automatically if the recipient sends a new reply, so you never miss a follow-up.
Filtering and sorting chats
At the top of the Chats panel, use the status dropdown to filter which threads are shown:
Open — active conversations (the default view).
Closed — conversations you have marked as resolved.
All — every thread on the booking, regardless of status.
Each option shows a count of how many threads it contains. Next to the filter, the sort button lets you order threads by last activity, ascending or descending.
How to reassign a chat
Each chat thread has an assignee
— the team member responsible for
following up.
By default a new chat is assigned to the booking owner (the team member assigned to the booking). To assign or change the assignee, click the assignee dropdown in the top-right corner of the thread and select a team member.
Important💡
The assignee matters because:
Notification emails for new recipient replies are sent to the assignee.
It makes it clear who on your team owns the conversation.
If a chat has no assignee, reply notifications go to the booking owner's email instead, falling back to your organization's general email address if the booking has no owner.
How to check for a new message
Any thread with a new, unread reply is highlighted with a red dot in the Chats panel.
The number next to Messages (for example, Messages 2) is the count of unread replies. Once you open and read a conversation, it stops counting toward that number.
Who receives a notification about a new reply?
Who receives a notification about a new reply?
When a recipient replies, a notification email goes to the chat's assignee. If the chat has no assignee, it goes to the booking owner; and only if neither is set, to your organization's general email address.
What happens if I reply from my email inbox?
What happens if I reply from my email inbox?
You can reply straight from the notification email without opening Tourseta. Your reply is sent to the recipients and recorded in the chat thread on the booking, exactly as if you had replied from the Messages tab — so the rest of the team can see it too.