Getting Started with Inbox

The Inbox is where your team communicates with guests across all messaging channels. Conversations are automatically created when guests send messages through your connected integrations (PMS, Airbnb, email, etc.), and your team can also start new conversations manually.

Permissions

To use the Inbox, you need the appropriate permissions:

• view_inbox — View conversations and messages (read-only).
• manage_inbox — Send messages, update conversation status, assign conversations, and mark as read.

Contact your organization admin if you need access.

Accessing the Inbox

Navigate to Inbox in the sidebar. You will see a list of all conversations for your organization, sorted by most recent message. Each conversation shows:

• The guest name and confirmation code (if linked to a reservation).
• A preview of the last message.
• The conversation status (e.g., Todo, Waiting on Guest, Done).
• An unread indicator if there are new messages you have not seen.

Sending your first message

1. Open a conversation

   Click on any conversation in the list to open the full message thread. All messages are displayed in chronological order.

   Note

   Opening a conversation automatically marks it as read for you. Other team members’ read status is tracked independently.

2. Write your message

   Type your message in the compose area at the bottom of the conversation. Select the channel you want to send through (e.g., email, SMS, WhatsApp).

3. Send

   Click Send Message to deliver your reply. The conversation status automatically updates to Waiting on Guest after you send a message.

Starting a new conversation

You can also start a conversation from scratch:

1. Click the new conversation button

   From the Inbox list view, click the button to start a new conversation.

2. Choose a reservation (optional)

   If this conversation is about a specific booking, select the reservation. The guest name and confirmation code are pulled in automatically from the reservation record.

3. Select a channel and write your message

   Choose the messaging channel and type your initial message.

4. Send

   Click Send to create the conversation. It will appear in the inbox with a status of Waiting on Guest.

Note

Conversations linked to a reservation will route messages through your PMS integration. Conversations without a reservation are stored internally.