What it is
The Inbox brings every guest conversation into one place: one thread per booking, across all your properties, newest activity first. Find it in the sidebar right after Bookings, with a badge showing how many threads are unread.
It's the same conversation you already see from a booking's page. The Inbox is just a faster way to reach all of them at once.
The list
Each row shows:
- Guest name and property
- Stay dates and a stay-status badge (Upcoming, Arriving today, In house, Departed)
- How long ago the last activity happened
- An unread dot when there's something new
- A priority flag if you marked it
- A one-line preview of the latest message or email entry
By default the Inbox shows open threads: not resolved and not snoozed, newest activity first, with priority threads pinned at the top.
Filtering and finding a conversation
Chips along the top narrow the list to Unread, Priority, Snoozed, or Resolved, and to a stay status. If you manage more than one property, a property selector limits the list to one at a time. Search by guest name or booking code to jump straight to a conversation.
Opening a conversation
Tap a row to open its thread. On a computer it opens in a panel on the right while the list stays visible; on a phone it takes over the full screen, and the back button returns you to the list.
It's the same thread you reach from a booking's "Messages" button, so anything you do in one place shows up in the other. An "Open booking" link takes you to the full booking page. The thread checks for new activity on its own while you have it open, so you don't need to refresh.
Priority, snooze, and resolve
Flag a conversation as priority to pin it to the top of the list. Snooze it to hide it from the default view until a time you pick (tomorrow morning, the day before the guest arrives, or a specific time you choose) or until the guest writes back, whichever comes first. Resolve a conversation once it's settled; it drops out of the default view, and a new message from the guest reopens it automatically.
Opening a thread marks it read.
Replying
Sending a message to the guest needs a connected OTA channel, set up under Autopilot. Other emails you send the guest, like the check-in invite or arrival instructions, appear in the same timeline alongside their delivery status, so you can see everything that reached the guest in one place.
For more on those automated emails, see The check-in invite and automated arrival instructions.
Templates and notes
Reply templates live under Settings, Reply templates. From a thread, the
Insert template control fills in a template's placeholders ({guest_name},
{property_name}, {check_in_date}, {check_out_date}, {checkin_link}) with that
booking's own data at the moment you insert it, and the text stays fully
editable before you send. The Insert check-in link chip pastes the
guest's check-in link on its own, without opening the template picker.
Switching the composer to Note mode saves a private note on the conversation instead of sending anything: the guest never sees it, it shows with a yellow tint in the timeline, and you can edit or delete your own notes afterward.
The New message button at the top of the list starts a conversation with any booking that has a connected OTA channel, even one with no messages yet.