Messaging Channels

The unified inbox supports multiple messaging channels, allowing you to communicate with guests on whichever platform they prefer. A single conversation can span multiple channels — for example, a guest might reach out via Airbnb and you might follow up via SMS.

Available channels

Channel	Description
Email	Direct email messages to the guest.
SMS	Text messages sent to the guest’s phone number.
WhatsApp	Messages sent via WhatsApp.
Airbnb	Messages routed through the Airbnb platform.
Web	Messages sent through the SuiteOp guest portal or web interface.
Email (PMS)	Email messages routed through your PMS integration.
SMS (PMS)	Text messages routed through your PMS integration.
WhatsApp (PMS)	WhatsApp messages routed through your PMS integration.

Note

Channels ending in (PMS) indicate that the message is routed through your property management system rather than sent directly. The PMS handles delivery and records the message in its own system as well.

Multi-channel conversations

A conversation tracks all channels that have been used within it. When you send a new message, you choose which channel to use for that specific message. The conversation’s channel list updates automatically.

Each conversation also tracks acceptable channels — the channels the guest has consented to or is reachable on. This helps your team choose the right channel when replying.

Inbound messages

When a guest sends a message through any connected channel, SuiteOp automatically:

1. Matches the message to an existing conversation (using the external conversation ID from your PMS or integration).
2. Creates a new conversation if no match is found.
3. Sets the conversation status to Todo so your team knows it needs attention.
4. Deduplicates messages to prevent the same message from appearing twice (e.g., if a webhook fires more than once).

Caution

For inbound messages to flow into the Inbox, you must have the relevant PMS or messaging integration connected. See Integrations for setup instructions.

Message delivery status

Outbound messages have a delivery status that tracks whether the message was successfully sent:

Status	Meaning
Pending	The message has been created and is being delivered through the PMS or integration.
Sent	The message was successfully handed off to the delivery channel.
Delivered	The message was confirmed as delivered to the recipient.
Failed	The message could not be delivered. Check the channel and recipient details.

Messages sent in conversations without a linked reservation are immediately marked as Sent since they are stored internally.