Snapfix Guest Communications FAQ

What is Snapfix Guest Communications?

An integration with D3X, a third-party guest messaging platform. Guests text a number for anything they need, and D3X's AI handles the entire conversation, including any escalation to a human. When that conversation results in something your team needs to do, D3X creates a task in Snapfix automatically. That task is the only part of the conversation that reaches Snapfix.

Do guests need to download an app?

No. Guests text from their own phone using SMS or WhatsApp.

Where do guest conversations happen?

In D3X for the moment. Snapfix does not yet have a guest inbox, message history, or a way to reply to a guest, a native Snapfix interface for this is in development. Until that ships, if you need to see or respond to a guest conversation, that happens in the D3X portal.

Who handles it when a guest needs a person, not the AI?

A human agent working inside the D3X portal. This is not visible in Snapfix and is not managed by your Snapfix admin settings.

How does a task end up in Snapfix?

When D3X's AI determines the guest needs something actioned, it sends a task creation request to Snapfix using one of four action types: Clean, Fix, Retrieve, or Deliver. Each action type maps to a default department and role, configured in Snapfix settings. The task is created with those defaults and includes the details D3X sends.

Do I need to configure anything for this to work?

Yes. Each of the four action types (Clean, Fix, Retrieve, Deliver) needs a default department and role mapped to it in Snapfix settings before task creation will route correctly.

What if D3X sends a task with missing information?

The task is still created with whatever information came through. It appears in your normal task views, and your team fills in anything missing before completing it.

Does the created task work like a normal Snapfix task?

Yes. Once created, it behaves exactly like any other task: it shows up in task views on mobile and web, gets assigned, worked, and completed the same way.

Can I see the guest's original message on the task?

The task includes the details D3X sends with it, such as the request and location, so your team has the context needed to complete it.

Does it support multiple languages?

Guests can text D3X in their own language and get a response. This is separate from the Snapfix platform's own language support: the Snapfix app interface and AI Translation (chat, tasks, checklists) cover 21 languages, see the Language & Translation FAQ. Guest-facing language coverage for D3X is set by our messaging partner.

Is AI replacing our front desk team?

No. D3X's AI resolves routine requests on its own and hands anything else to a human, but that handoff happens inside D3X, not Snapfix. Your team's role in Snapfix is working the tasks that come out of those conversations, the same as any other task.

How do I get this set up for my property?

Guest Communications is in early rollout. Contact your Snapfix account manager or the Product team to find out whether it's available for your property.