Skip to main content
Once a provider accepts a request, a private message thread opens between the guest and that provider. Here’s how it works and where you fit in.
Guest-provider message thread

​
How the guest gets in

The guest gets an email with a secure link straight to their conversation — no account or login needed. That link stays valid for up to a year (or until the conversation closes), though each click only opens a session for about a week before they’d need to use the link again.

​
Who’s actually in the chat

By default, it’s just the guest and the assigned provider(s). You (the PM) aren’t automatically part of it.

​
Watching a conversation

You can always read any conversation in your organization, even without joining it.

​
Joining a conversation

If you need to message the guest directly — the provider is unreachable, there’s a dispute, anything urgent — click to join. You’ll see a confirmation first:
Join this conversation? You are not assigned to this booking, so messaging is normally limited to the assigned provider. Guests expect to hear from their provider. If you join without context, it can be confusing — we will post a notice in the chat so they know a property manager is helping.
Join conversation confirmation dialog
Joining is one-way — once you’re in, there’s no “leave” button. The guest will always see a system note that a property manager joined.
If you’re also the assigned provider on that request, you can message directly with no extra step.

​
Guardrails built into the chat

First attempt is blocked with a warning explaining messages should stay on Mosaqo to keep the booking protected — the sender can choose “Send anyway,” and if they do, the message goes through but is flagged for review.
Hard-blocked outright — the sender sees a message asking them to rephrase, and it never reaches the other party.
Either side can report a conversation (harassment, spam, trying to move off-platform, inappropriate content, other). Reports go to you and the Mosaqo team for review.
You (or Mosaqo support) can pause a conversation while a report is being reviewed — both sides are blocked from sending until it’s unsuspended.

​
When conversations close

  • Completed request — the guest can keep reading and replying for about a week, then it locks (read-only, then archived).
  • Cancelled request — about 24 hours, then it locks.
  • The guest can also mute notifications or leave the conversation themselves at any point without affecting your or the provider’s access.

​
Troubleshooting

You can read any conversation without joining it — no need to interrupt the thread just to check in.