Inbox FAQs
Why is a conversation marked as unread even though I already read it?
Section titled “Why is a conversation marked as unread even though I already read it?”Read tracking is per-user. If a new message arrived after you last opened the conversation, it will show as unread again. Each team member has their own independent read cursor, so your unread status does not affect anyone else’s.
A guest replied but the conversation status did not change. What happened?
Section titled “A guest replied but the conversation status did not change. What happened?”When a guest sends a new message, the conversation status automatically resets to Todo — but only for guest messages. If the inbound message is echoed from the PMS as a staff message, the status does not change. Check the sender type on the latest message to confirm whether it came from the guest or was a PMS echo of a staff reply.
Can I send a message on multiple channels at once?
Section titled “Can I send a message on multiple channels at once?”No. Each message is sent on a single channel. However, a conversation can span multiple channels over time. When composing a reply, choose the channel that is most appropriate for that specific message.
What happens if I archive a conversation and the guest replies?
Section titled “What happens if I archive a conversation and the guest replies?”The conversation automatically moves back to Todo when a new guest message arrives, regardless of the previous status. Your team will see it in the active inbox again.
How do I start a conversation with a guest who does not have a reservation?
Section titled “How do I start a conversation with a guest who does not have a reservation?”You can start a conversation without linking it to a reservation. Simply leave the reservation field empty when creating a new conversation. These conversations are stored internally and messages are marked as Sent immediately (they are not routed through a PMS).
Can I reassign a conversation to a different team member?
Section titled “Can I reassign a conversation to a different team member?”Yes. Open the conversation and change the assignee. There is no limit on how many times a conversation can be reassigned. Setting the assignee to none removes the assignment entirely.
What does the unread count badge in the sidebar show?
Section titled “What does the unread count badge in the sidebar show?”It shows the total number of conversations in your organization that have messages newer than your last read timestamp for that conversation. It only counts conversations with at least one message.
What permissions do I need to use the Inbox?
Section titled “What permissions do I need to use the Inbox?”- view_inbox — Required to see conversations and messages.
- manage_inbox — Required to send messages, change status, assign conversations, and mark as read.
How does search work in the Inbox?
Section titled “How does search work in the Inbox?”You can search conversations by guest name or confirmation code. The search is case-insensitive and matches partial text. For example, searching “smith” will find conversations with guests named “John Smith” or “Smith Family.”