What are Issue Alerts
They are automated indicators that appear next to guest names in your inbox and conversation pages. These labels help identify potential issues or concerns in guest messages by highlighting specific problems using keywords from their communications (such as maintenance issues or service-related concerns like "No hot water" or "Power outage").
When this happens, we’ll also send a push notification to alert relevant team members right away.
Where can you see Issue Alerts?
If we detect an issue, you will find them in two places:
In the inbox, next to the guest's name
Under the reservation details in the conversation page
Who can see Issue Alerts?
They are currently available for all Mogul users.
How Do Issue Alerts Work?
When our system detects a potential issue in a guest conversation, we will:
Generate and display a label
Send a push notification
Show a card in the thread conversation section
Prompt you to make a decision about whether you want to cancel scheduled review requests
Managing Review Requests with Sentiment Labels
If you have scheduled review requests for that guest and a label appears, you will see a prompt card that will allow you to act. You will have two options.
1. Cancel Review Requests
Choosing this option will cancel all scheduled review requests for that guest
New scheduled messages created through rulesets for this thread will also be automatically cancelled
You can restore cancelled messages at any time by clicking the "Restore" button on the scheduled message
2. Do Not Cancel Review Requests
Selecting this option will hide the prompt card
The card won't appear again for this conversation
You can still manually cancel individual review requests if needed later
Important Notes
Please be aware of the following:
Labels remain visible on the thread even after an issue has been resolved
Labels cannot be manually removed from conversations
The prompt card will only appear if you have scheduled review requests and haven't previously dismissed it