Find and review guest conversations

The Guest Inbox brings supported SMS, Airbnb, Booking.com, and Expedia conversations into one workspace. Use it to find messages that need attention before you reply or change their workflow state.

Before you start

You need the Manage Guest Inbox capability. The property management system and unified Guest Inbox must also be enabled.

A property owner can grant access under Settings → User Groups. Staff without this capability do not see the Guest Inbox or its unread count.

Open the inbox

1. Select Guest Inbox in the sidebar.
2. Check the badge beside the navigation link. It counts conversations with guest messages that you have not read.
3. Review the conversation rows. A row can show the guest or OTA inquiry, linked booking or requested stay, latest message, channels, assignee, and recent activity.
4. Look for Unread, Failed, Snoozed, or Closed labels that need special attention.

The normal Inbox view shows actionable conversations. Snoozed and closed conversations stay in their own queues until they become actionable again.

Find a conversation

Use Search conversations to search guest names, companies, email addresses, phone numbers, booking confirmation IDs, subjects, or message text.

Use the quick queues when you know the workflow state:

• Inbox: All actionable conversations
• Assigned to me: Actionable conversations assigned to you
• Unassigned: Actionable conversations without an owner
• Snoozed: Conversations waiting until a later time
• Closed: Completed conversations

For a narrower list:

1. Select More filters.
2. Choose any combination of workflow, assignee, read state, channel, provider, context, and activity dates.
3. Select Apply filters.
4. Select Clear search and filters to return to the normal inbox.

Review the history

1. Select a conversation.
2. Read the Conversation timeline from oldest to newest.
3. Check the badge on each message to tell guest messages, staff replies, automated sends, staff notes, and system events apart.
4. Select Hide automated & system when you only need the person-to-person exchange. This changes the view only. It does not delete anything.
5. Select Load older messages when it appears.
6. Check Guest and booking context before taking action. It can include contact details, booking confirmation, stay dates, room, OTA listing, and response deadline.

Opening a conversation marks the messages currently shown as read for you. A later guest message makes it unread again. Another staff member reading the same conversation does not mark it read for you.

Common problems

• The Guest Inbox is missing: Ask an owner to check your Manage Guest Inbox capability and the property rollout settings.
• A conversation is missing from Inbox: Check Snoozed, Closed, and your active filters.
• Search returns nothing: Clear filters, then search one guest detail or confirmation ID at a time.
• A message shows Failed: Open it and review the delivery detail before sending another reply.