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Overview

The Kin Conecta messaging system enables direct communication between tourists and guides. Whether you’re asking questions before booking, coordinating meeting details, or following up after a tour, the chat system keeps all communication organized and accessible.

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Accessing Messages

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For Tourists

Tourists can access messages in multiple ways:
  1. Chat Widget - Available on every page as a floating chat icon
  2. From Bookings - Click Contactar guía button on any trip in Mis viajes
  3. Direct Messages - When a guide messages you, you’ll receive a notification

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For Guides

Guides can access messages through:
  1. Chat Widget - Floating chat icon accessible from any dashboard page
  2. Messages Section - Dedicated messages page in the guide dashboard
  3. Notifications - Bell icon shows new message alerts
The chat widget stays with you as you navigate the platform, so you can respond to messages without leaving your current page.

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Using the Chat Widget

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Opening the Chat

Click the chat icon (speech bubble) to open the messaging panel. The widget displays:
  • Header - “Mensajes” title with subtitle “Responde desde cualquier página”
  • Thread list - All your conversations on the left
  • Active conversation - Selected chat messages on the right
  • Message composer - Input field to type and send messages

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Chat Widget Components

Thread List:
  • Shows all active conversations
  • Displays contact avatar or initials
  • Shows contact name
  • Previews the most recent message
  • Highlights unread conversations
Conversation View:
  • Full message history with the selected contact
  • Timestamps for each message
  • Your messages appear on the right
  • Their messages appear on the left
  • Scroll to view message history
Message Composer:
  • Text input field at the bottom
  • Type your message
  • Press Enter or click send icon to send
  • Messages send instantly

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Closing the Chat

Click the X (close) button in the top-right corner of the chat panel to close it. The icon remains accessible for reopening anytime.
The chat widget is designed to be non-intrusive. Close it when not needed and open it instantly when a message comes in.

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Starting a Conversation

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Tourists Contacting Guides

1

From a Tour Listing

Click the tour you’re interested in and look for a contact or message button to reach the guide.
2

From Your Bookings

Navigate to Mis viajes, find your booking, and click Contactar guía.
3

Type Your Message

Introduce yourself and ask your question clearly and concisely.
4

Send and Wait

Click send. Guides typically respond within 24 hours.

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Guides Contacting Tourists

Guides can message tourists who have:
  • Booked a tour
  • Inquired about a tour
  • Saved the guide to favorites (with permission)
Guides: Proactively message tourists 24-48 hours before their tour to confirm details and answer last-minute questions. This improves guest satisfaction.

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Message Best Practices

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For Everyone

Be Clear and Concise:
  • Get to the point quickly
  • Use short paragraphs
  • Ask specific questions
  • Provide necessary context
Be Professional:
  • Use polite, friendly language
  • Avoid slang or confusing abbreviations
  • Proofread before sending
  • Stay on-topic
Be Responsive:
  • Check messages regularly
  • Respond within 24 hours
  • If you need more time, acknowledge receipt
  • Set expectations for response time
Messages are part of your professional reputation on Kin Conecta. Keep communications respectful and tour-related.

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For Tourists

Before Booking:
  • Ask specific questions about the tour
  • Inquire about availability
  • Clarify inclusions or requirements
  • Discuss special needs or accommodations
  • Confirm meeting logistics
After Booking:
  • Confirm receipt of booking
  • Provide special requests
  • Notify of any changes
  • Ask preparatory questions
Example Messages: 
Hi! I'm interested in your Historic Center tour on March 15. 
I have two children (ages 8 and 10) - is the tour suitable 
for families? Also, is the meeting point accessible by metro?

Thanks for confirming our booking! Quick question: will there 
be vegetarian options included in the food tastings? One member 
of our group is vegetarian.

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For Guides

Responding to Inquiries:
  • Answer all questions thoroughly
  • Provide additional helpful information
  • Suggest booking if they seem interested
  • Be enthusiastic about your tours
Pre-Tour Messages:
  • Confirm details 24-48 hours before
  • Remind about meeting point
  • Mention what to bring
  • Provide your contact number
  • Check weather and adjust if needed
Post-Tour Follow-up:
  • Thank them for joining
  • Invite them to leave a review
  • Offer to answer any follow-up questions
  • Share any photos taken during tour
Example Messages: 
¡Hola María! Thanks for booking the Street Food tour. Looking 
forward to hosting you tomorrow at 10am. Remember to meet at 
the Coyoacán Market main entrance. Wear comfortable shoes and 
bring water. See you soon! - Luis

Hi Sarah! Thanks so much for joining today's tour. I hope you 
enjoyed discovering the historic center! If you have a moment, 
I'd appreciate a review of your experience. Safe travels!
Guides: Personalize your messages with the tourist’s name and specific details from their booking. Generic messages feel impersonal.

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Conversation Management

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Organizing Threads

The system automatically organizes conversations:
  • Most recent conversations appear at the top
  • Active conversations (with recent messages) stay visible
  • Older conversations remain accessible in your history
  • Search functionality helps find specific conversations

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Switching Between Conversations

On Desktop:
  • Thread list visible on left side
  • Click any conversation to view messages
  • Switch between conversations instantly
On Mobile:
  • View thread list first
  • Tap a conversation to open it
  • Use back arrow to return to thread list
  • Current conversation name shows in header

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Message Status Indicators

Understand your message status:
  • Sent - Message delivered to server
  • Delivered - Received by recipient’s app
  • Read - Recipient has viewed the message (if enabled)

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Notifications

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Receiving Message Notifications

You’ll be notified of new messages through:
  1. In-app notification - Bell icon shows red dot
  2. Email notification - Sent to your registered email
  3. Browser notification - If you’ve enabled them
  4. Mobile notification - If using a mobile app

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Managing Notification Settings

Customize how you receive notifications:
  1. Navigate to profile settings
  2. Select Notificaciones
  3. Choose notification preferences:
    • All messages
    • Only booking-related messages
    • Digest (summary emails)
  4. Save your preferences
Enable browser notifications for instant alerts when messages arrive, especially important for guides managing multiple bookings.

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Response Time Expectations

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For Guides

Response time matters:
  • Quick responses increase booking conversion
  • Aim to respond within 24 hours
  • Faster is better for inquiries
  • Set auto-response if temporarily unavailable
Response rate affects:
  • Your profile ranking in search
  • Tourist trust and confidence
  • Overall booking rates

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For Tourists

While tourists aren’t required to respond quickly:
  • Respond to guide confirmations promptly
  • Answer questions about your booking
  • Notify guides of changes as soon as possible

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What to Discuss in Messages

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Appropriate Topics

✅ Good to discuss:
  • Tour details and logistics
  • Availability and scheduling
  • Special requests or accommodations
  • Meeting point clarifications
  • What to bring or prepare
  • Accessibility needs
  • Dietary restrictions (for food tours)
  • Group size or composition
  • Weather contingencies
  • Payment or booking questions

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Inappropriate Topics

❌ Avoid:
  • Personal contact information (until booking confirmed)
  • Off-platform payment requests
  • Unrelated sales or promotions
  • Personal relationship requests
  • Harassment or inappropriate content
  • Sharing confidential information
Keep all communication tour-related and professional. Kin Conecta reviews messages to ensure platform safety and may take action on policy violations.

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Troubleshooting

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Messages Not Sending

If your message won’t send:
  1. Check your internet connection
  2. Refresh the page
  3. Try closing and reopening the chat widget
  4. Clear browser cache if problem persists
  5. Contact support if issue continues

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Not Receiving Messages

If you’re missing messages:
  1. Check spam/junk email folder
  2. Verify notification settings
  3. Ensure browser allows notifications
  4. Check that your email address is current
  5. Look in archived conversations

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Contact Not Responding

If a guide doesn’t respond:
  • Wait 24-48 hours
  • Send a follow-up message
  • Check their profile for response rate
  • Contact Kin Conecta support if urgent
If a tourist doesn’t respond:
  • Send one polite follow-up
  • Proceed with booking details as confirmed
  • Don’t spam with multiple messages

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Privacy and Safety

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Message Privacy

  • Messages are private between sender and recipient
  • Kin Conecta staff may review for safety/policy compliance
  • Messages retained according to data retention policy
  • Delete old conversations if desired

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Staying Safe

Protect your information:
  • Don’t share financial information
  • Keep transactions on-platform
  • Be cautious with personal details
  • Report suspicious behavior
Red flags to watch for:
  • Requests for off-platform payment
  • Pressure to book immediately
  • Inappropriate personal questions
  • Requests to bypass Kin Conecta policies
If you receive suspicious messages or feel uncomfortable with a conversation, report it to Kin Conecta support immediately.

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Reporting Issues

To report problematic messages:
1

Document the Issue

Take screenshots of concerning messages.
2

Contact Support

Navigate to Help Center and submit a report.
3

Provide Details

Include conversation details, dates, and specific concerns.
4

Block if Needed

Use block feature to prevent further contact while issue is reviewed.

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Tips for Great Communication

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Build Rapport

  • Be friendly and enthusiastic
  • Show genuine interest
  • Use the person’s name
  • Add personal touches when appropriate
  • Express appreciation

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Set Expectations

  • Clarify what to expect from the tour
  • Be honest about limitations
  • Confirm timing and logistics
  • Discuss weather or seasonal factors

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Follow Through

  • Honor commitments made in messages
  • Follow up after tours
  • Respond to outstanding questions
  • Close the loop on conversations
Great communication often leads to great reviews. Tourists and guides who communicate clearly and professionally create better experiences for everyone.

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Next Steps

The messaging system is your direct line to create excellent experiences. Use it to clarify, coordinate, and build positive relationships on Kin Conecta.

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