Managing Conversations

As your team handles guest communication, keeping conversations organized is essential. The Inbox provides several tools to manage conversation status, assignment, read state, and filtering.

Conversation statuses

Every conversation has a status that indicates where it is in your workflow:

Status	Meaning
Todo	A new or reactivated conversation that needs attention. Inbound guest messages automatically set conversations to this status.
Waiting on Guest	Your team has replied and is waiting for the guest to respond. Set automatically when you send a message.
Follow Up	The conversation needs a follow-up at a specific time. You can set a follow-up date when choosing this status.
Done	The conversation is resolved. If the guest sends a new message, it automatically moves back to Todo.
Archived	The conversation is no longer relevant and is hidden from the default view.

Updating a conversation’s status

1. Open the conversation

   Click on the conversation you want to update.

2. Change the status

   Select the new status from the status control. If you choose Follow Up, you will be prompted to set a follow-up date and time.

3. Confirm

   The status updates immediately and other team members will see the change in real time.

Note

When a guest sends a new message to a conversation marked as Done or Archived, the status automatically resets to Todo so your team does not miss it.

Assigning conversations

You can assign a conversation to a specific team member so they know it is their responsibility.

1. Open the conversation

   Navigate to the conversation you want to assign.

2. Select the assignee

   Use the assignment control to choose a team member. To remove an assignment, set it to none.

Assigned conversations can be filtered using the Assigned to Me filter so team members can quickly find their own conversations.

Filtering and searching

The Inbox list supports several filters to help you find conversations quickly:

• Status filter — Show only conversations with a specific status (Todo, Waiting on Guest, Follow Up, Done, Archived).
• Unread filter — Show only conversations with unread messages, or only conversations you have already read.
• Assigned to Me — Show only conversations assigned to you.
• Search — Search by guest name or confirmation code.

Note

Filters can be combined. For example, you can view all Todo conversations that are Assigned to Me and contain unread messages.

Read and unread tracking

The Inbox tracks read status per user. A conversation is marked as unread for you if it has messages newer than the last time you opened it. This means:

• Opening a conversation marks it as read for you only, not for other team members.
• Sending a message automatically marks the conversation as read for you.
• The unread count badge in the sidebar shows how many conversations have new messages you have not seen.

You can also manually mark a conversation as read without opening it.

Attachments

When sending a message, you can include attachments by adding file URLs. Attachments are stored as a list of URLs associated with the message.