Question 1

I see the bell but no chat button.

Accepted Answer

The property lacks the Team Chat licence, your role lacks the chat privilege, the property switch is off, or you signed in with a PIN. See Chat problems.

Question 2

Is chat private?

Accepted Answer

Direct chats and groups are visible only to their members. An administrator can delete a message or remove a member but cannot read chats they are not in.

Question 3

Can guests use it?

Accepted Answer

No. This chat is for staff. Guests chat with the desk through the guest portal (Guest services).

Question 4

Does it work on a phone or tablet?

Accepted Answer

Yes. On a narrow screen the chat window fills the screen: list first, then the conversation, with a back arrow.

Question 5

I did not get an alert for a restaurant charge.

Accepted Answer

Charges are sent to the whole property. Check the restaurant is linked to the hotel (see SunPOS room charges) and click the bell to refresh.

Question 6

What is the difference between the bell and the chat button?

Accepted Answer

The bell shows system alerts. The chat button is for messages written by people.

Question 7

Can I turn alerts off?

Accepted Answer

Not for the bell. You can mute a chat conversation, see Search, mute, status and receipts.

Question 8

Can I delete a whole chat?

Accepted Answer

No. You can delete your own messages and mute a chat. Old messages are removed automatically after the retention period.

Question 9

I closed the window, did I miss messages?

Accepted Answer

No. Unread messages stay unread and the chat button keeps its red number.

Question 10

How do I write to someone in the restaurant or car park?

Accepted Answer

Use the Linked apps tab, see Linked apps and cross-app chat.

Question 11

Who can add people to my group?

Accepted Answer

You (the creator) and other admins. Ordinary members can only leave.

Question 12

Can I start a direct chat from a group?

Accepted Answer

Yes. In Details, click a member's name.

Question 13

What is the difference between a group and a channel?

Accepted Answer

You pick the members of a group. A channel's members follow a rule (everyone, a role or a privilege), see Channels.

Question 14

Can I delete the group?

Accepted Answer

No. Everyone can leave; when the last person leaves, nothing more is shown. Old messages are purged after the retention period.

Question 15

A colleague does not see a channel.

Accepted Answer

Check their role against the rule; role names must match exactly. They may need to open the chat window once to refresh.

Question 16

I am the owner but do not see the Front Desk channel.

Accepted Answer

Your role does not match its rule. Change the rule to Everyone in the property, or ask to be given that role.

Question 17

Can I rename a channel?

Accepted Answer

Create a new channel with the right name and archive the old one.

Question 18

Can I send a message to be read later?

Accepted Answer

Yes, it waits for the person; they see the red number at their next visit.

Question 19

Can a colleague read my message after I delete it?

Accepted Answer

No; they may have seen the pop-up already.

Question 20

Can I attach a file bigger than 10 MB?

Accepted Answer

No. Use a shared link instead.

Question 21

Are my files scanned?

Accepted Answer

Their type and content signature are checked; they are not scanned for viruses, so open files only from people you trust.

Question 22

I muted a chat but still see a number.

Accepted Answer

Muted chats keep a grey number in the list but not on the chat button.

Question 23

Why does my colleague show "Last seen" although they are at the desk?

Accepted Answer

They have no SunPMS window open, or their connection dropped.

Question 24

Can I search other people's chats?

Accepted Answer

No.

Question 25

I switched chat off; where did the history go?

Accepted Answer

Nothing is deleted. Switch it on again and it is all there.

Question 26

Can I give chat only to the front desk?

Accepted Answer

Clear Access to Communication (chat) on the other roles.

Question 27

I lowered retention to 30 days; are old messages gone?

Accepted Answer

They are removed at the next daily clean-up.

Question 28

We have the licence but no chat button.

Accepted Answer

Check privilege Access to Communication (chat) on your role, the switch Chat is on for this property, and that you signed in through SunAuth. See Chat problems.

Question 29

Is the bell licensed?

Accepted Answer

No.

Question 30

Does a chat licence cost per user?

Accepted Answer

It is a feature licence per property, not per user.

Question 31

The Linked apps tab is not there.

Accepted Answer

One of the five conditions above is missing. Look at the Linked apps screen first (administrators): it says Off, shows the link health, or lists no properties.

Question 32

Can I chat with the SunPOS restaurant?

Accepted Answer

Yes when both are linked and belong to the same owner; otherwise it is not offered or shows as Refused (owner mismatch, 403).

Question 33

My message shows a clock for a long time.

Accepted Answer

The other app is unreachable; the message is queued and will arrive in order when it is back.

Question 34

Can the car park see my hotel's other chats?

Accepted Answer

No. Only the messages of the conversations that include their people are copied to them.

Question 35

A property says Refused but we both configured the link.

Accepted Answer

Check the owner. SunAuth issues the chat token only when both groups belong to the same owner. Then check the other side's switch and licence.

Question 36

Can I read the failed message?

Accepted Answer

No, for privacy only the type, sender, conversation name and error are shown.

Question 37

The queue shows Oldest waiting with hours.

Accepted Answer

The other app has been down for that long; it will be retried hourly until 24 hours, then Gave up (use Retry all after it is back).

Communication: frequently asked questions

See SunPMS with your own hotel in mind