Daily operations

Coordinate Guest Inbox work

Assign conversations, leave private staff notes, snooze follow-up, and close completed work.

Training video

Coordinate Guest Inbox work

1:09

Use the workflow controls in each conversation to show who owns the next step and when it needs attention.

Assign a conversation

  1. Open the conversation.
  2. Find Assigned to in the workflow panel.
  3. Choose an active staff member with Guest Inbox access.
  4. Wait for the saved confirmation.
  5. Check the timeline for the assignment event.

Choose Unassigned when no one owns the next step. The Assigned to me and Unassigned queues update automatically.

Add a private staff note

  1. Select the Staff note tab below the timeline.
  2. Enter the information another staff member needs.
  3. Select Add note.
  4. Confirm that the note appears in the timeline with a Staff Note label.

Staff notes are visible only to your team. They are never sent to the guest or OTA provider. Return to Reply to guest before writing a guest-facing message.

Snooze follow-up

Use snooze when the conversation is not complete but no action is needed right now.

  1. Open the conversation.
  2. Under Snooze, choose 1 hour, Tomorrow, or Next week.
  3. For another time, select Custom…, enter Snooze until, and save it.
  4. Confirm the snoozed time in the workflow panel.
  5. Open the Snoozed queue when you need to review waiting work.

The conversation leaves the actionable Inbox while snoozed. It returns when the time arrives. A new inbound guest message also makes it actionable again.

Select Unsnooze to return it early.

Close and reopen a conversation

  1. Select Close conversation when the issue is complete.
  2. Confirm that the conversation moves out of the actionable Inbox and into Closed.
  3. Open the Closed queue and select the conversation when more work is needed.
  4. Select Reopen conversation.

Closing a Comfortly conversation does not close an OTA provider thread. A new inbound guest message can also reopen the local conversation.

Keep the queue useful

  • Assign only to staff who own the next action.
  • Use notes for internal context, not as a second guest reply.
  • Snooze only when there is a clear follow-up time.
  • Close work that is truly complete.
  • Check Unassigned, Snoozed, and Closed during each shift handoff.