When you start a conversation with our support team, you may see a queue number showing your position in line. This article explains how that number works and why it might not always decrease in a straight line.
How support queue positions work
Your queue number represents your conversation's place in line relative to other customers waiting for a response. As our team works through conversations, your number will generally decrease — but it may not always drop by one at a time, and in some cases, it may temporarily increase.
Why your number might not be moving or go up
We offer a Priority Support add-on that allows certain customers to be placed at the front of the queue. When a priority conversation comes in, it is assigned a lower queue number and moved ahead of standard conversations. This means:
Your queue number may stay the same for a period of time while priority conversations are handled first.
Your queue number may increase if several priority conversations arrive after you joined the queue.
This is working as intended; it does not mean something has gone wrong with your conversation.
Your place in the queue is never lost. Even if your number increases temporarily, you will still be helped in the order you arrived among standard conversations.
What is Priority Support?
Priority Support is a paid add-on that moves your conversations to the front of the queue, ahead of standard requests. If you'd like to learn more, take a look at our What is Priority Support? article.
Tips to get a faster resolution
The more context you give us upfront, the faster we can help you — even before a team member picks up your conversation. Here's how to make the most of your time in the queue:
Share the full details of your issue from the start. Include relevant information such as your account details, what you were trying to do, what happened, and any error messages you saw. The more specific you are, the less back-and-forth is needed.
Avoid messages like 'I need to speak to an agent' or 'this is urgent' without explaining why. These don't give us enough to act on and can slow things down.
If your situation is genuinely urgent, describe the issue clearly — for example, 'I cannot access my account and I have a booking in 2 hours' or 'I have been charged twice for the same reservation.' Explaining the urgency helps us understand the impact and prioritize accordingly.
Attach any relevant screenshots or files in your first message rather than waiting to be asked.
Avoid opening duplicate conversations or sending repeated follow-ups
We understand waiting can be frustrating, but opening a new conversation or repeatedly sending follow-up messages on an existing thread can actually make things slower — for you and for everyone else in the queue.
Opening a duplicate conversation creates a brand new entry at the back of the queue, separate from your original — it does not move you forward.
Sending repeat messages without additional context on an existing thread does not change your queue position, but it does add extra work for our team to review before they can help you.
In some cases, managing multiple open conversations from the same customer may delay a response as our team works to consolidate them.
The best thing to do is stay with your original conversation. If you have additional information to share, add it as a single message to that thread rather than opening a new one.
Working with Smarty, our AI assistant
Smarty is our AI assistant and your first point of contact when you start a conversation. We regularly work to improve its skills, and it can answer most questions and issues that come into support.
Smarty has also been trained to carry out many of the same actions our support team handles, so it may be able to complete your request on the spot — without you needing to wait for a human agent. It can also pull information directly from your account to give you accurate, personalized answers.
Here are just some of the things Smarty can help with:
Account information: looking up payout details and status, reservation information, and subscription or payment status
Troubleshooting: investigating and resolving calendar and availability sync issues, double bookings, and property listing problems
Account actions: completing a calendar sync, updating certain platform settings, and managing your communication preferences
Feature requests: searching for, logging, or upvoting feature ideas
While Smarty can resolve the overwhelming majority of questions and issues from our hosts, if something falls outside what Smarty can handle, it will let you know and pass you to a human agent.
Best practices for working with Smarty
Read Smarty's messages carefully and respond to its questions. Smarty may ask for more detail about your issue before it can help — answering fully means it can resolve things quicker and, if needed, route you to the right person first time.
If Smarty shares an article or suggests a solution, try it out. Then, come back and tell Smarty whether it worked. A simple 'yes, that sorted it' or 'no, that didn't help' is enough.
If a suggestion didn't resolve your issue, explain specifically why — for example, 'I just checked that and it didn't work' or 'that doesn't apply to my situation.' This helps Smarty understand the gap and escalate appropriately, rather than repeating the same suggestion.
If Smarty isn't able to resolve your issue after the initial troubleshooting, and you'd like to speak with a human agent, let Smarty know — but describe your issue at the same time. This allows Smarty to flag the right context so the agent who picks up your conversation already understands what you need.
Why your replies matter: every response you send to Smarty keeps your conversation active and helps us understand whether your issue is resolved or still needs attention. Without a reply, there is no signal either way.
If you do not reply to Smarty, your conversation will be automatically closed. If your issue is still unresolved at that point, you will need to start a new conversation, which places you at the back of the queue.
We've got you covered
Every conversation that comes through is taken seriously. Whether Smarty resolves your issue on the spot or passes you to one of our team members, you will not be left without support. We appreciate your patience and are committed to getting you to a resolution as quickly as we can.