Inbox module
This module is automatically activated when you have installed an integration that supports chat messaging. It allows you to manage and reply to chats sent to you through channel apps, such as Airbnb messaging. For each chat, you'll see the connected reservation as well.
What is the inbox module?
This module is where chat messaging with channel guests is possible. For example, if an Airbnb guest sends a chat message through their Airbnb app, you’ll receive it here. You can reply, view the connected reservation, attach a note to the conversation that is only visible for your colleagues, and eventually close the conversation to clean up your inbox.
Long-term development plans aim to gradually include other communication channels into this module as well. Currently, it exists in addition to your known Reception messages.
More about reception messages: Reception messages inbox
How is the inbox module activated?
The module automatically becomes active and available for use when you start using a distribution app integration that supports chat messaging. Currently, this only applies to Airbnb and Booking.com.
Where is the inbox module?
You’ll find 'Inbox' with the other modules in the navigation bar, next to 'Statistics'.
How do I use the inbox module?
Active and closed conversations
In this module, a conversation (thread) is opened by either an incoming chat message from a guest, or an automated confirmation message that you send to the guest. In the left side of your screen, you’ll see a list of all active conversations, with the most recent thread at the top. If a conversation is closed, it moves to the 'Closed' list. This will help you keep things organized in your inbox.
Replying and leaving notes
Click one of the conversations in the list on the left to open it in the center screen. If there are older messages, you can scroll up and down to view the chat history.
Replying
At the bottom, you can use the text box to send a reply. When you send a reply, your account initials will appear next to the message. This is how you and your colleagues can keep track of who sent what. You cannot attach images yourself, but you can receive them.
Notes
Next to 'Reply', you’ll see 'Note'. Use this to insert an internal note into the thread. This message will not be sent to the guest, but is only visible for you and your colleagues. Notes have a different color background than regular messages, to prevent any confusion.
Closing a conversation
Use the 'Send reply and close' button if your reply should end the conversation. At the top of the messaging screen, there is a checkmark button that can be used to close the conversation at any time.
Re-opening a conversation
A conversation can be re-opened at any time. This happens when the guest sends another message, or when you select the conversation from the overview of closed conversations to send a new message.
Viewing the related booking
For every conversation, the related booking information will be available to the right of the screen. It will show the booking number, booked object, arrival and departure dates, number of guests, and payment information.
From conversation to booking, and back again
From the conversation, click the booking number to open up the reservation in the reservations module.
From the reservation, click the button with the inbox icon (in the Booking block) to go directly to the related conversation.