Who can see guest conversations

Guest conversations contain personal information: travel plans, contact details, and personal circumstances shared in passing. Controlling who can see conversations is both a privacy obligation and a practical operational need. Rezi's access controls give you precise control over conversation visibility.

Access to guest conversations is governed by two factors: the team member's role and their building access. A team member can only see conversations for guests in buildings they have been granted access to, and only if their role permits viewing conversations (Agents, Managers, Admins, and Owners all have conversation access; there is no view-only limited access lower than Agent).

Default conversation visibility

By default, all conversations for a building are visible to all team members with access to that building. There is no conversation-level privacy, if you have building access, you can read every conversation in that building. This is intentional for operational continuity: any team member covering for another should be able to see the full context of a guest's situation.

Restricting access to specific buildings

The primary mechanism for restricting conversation access is building-level access control. If a team member should not see conversations for a particular property, do not grant them access to that building. Go to Settings > Team, edit the team member's profile, and deselect any buildings they should not have access to.

AI access to conversations

Rezi's AI reads and responds to guest conversations as part of its function. The AI has access to the current conversation thread and the building's knowledge base to generate contextually appropriate responses. The AI does not have access to conversations in other buildings or to internal team notes, those are excluded from its context.

Conversation export and sharing

Team members with Manager role or above can export conversation histories as CSV files. These exports can contain sensitive personal information. Treat exported conversation files with the same care as any sensitive customer data, store them securely, do not share them unnecessarily, and delete them when they are no longer needed for the intended purpose.

Regulatory considerations

In some jurisdictions, guest communications may be subject to specific confidentiality requirements. Communications about disability accommodations, for example, should be treated with heightened confidentiality. Consider limiting access to sensitive conversation types to only the team members who need it (e.g., the manager handling the accommodation request), even if Rezi's access controls cannot enforce this automatically at the message level.