Inbox
What it does
Section titled “What it does”The Inbox gathers everything guests and the system are waiting on the desk for: Guests (the guest app chat, room by room), Requests (booking requests and upgrade asks), Questions (from signed-in travellers), Enquiries (website leads), Concierge (tasks sent to the concierge) and Alerts (a guest unreachable on every channel, an OTA booking that needs the desk, a payment that failed, a refund needed, a complaint). All shows everything in one list. Each tab shows how many are waiting. Alerts clear themselves once the problem is fixed.
Who can use it
Section titled “Who can use it”Front Desk, Managers and Admins. Each tab shows only when its feature is on for your hotel.
Where to find it
Section titled “Where to find it”Inbox in the rail. Its badge counts what is waiting.
How to answer a guest’s message
Section titled “How to answer a guest’s message”- Open Inbox → Guests. Pick a floor on the left, or All; each floor shows how many guests are waiting.
- Conversations waiting longest come first under Awaiting reply; answered ones sit under Answered.
- Click a conversation. Type in Message the guest… and click Send. Press Enter to send, Shift+Enter for a new line.
- Attach up to 2 images with Attach an image.
- Click Open guest file to see the stay.
How to find a conversation by booking
Section titled “How to find a conversation by booking”- Type in Search by booking ID, guest or room. The search covers every floor and the archive.
How to archive a conversation
Section titled “How to archive a conversation”- Open the conversation and click Archive. It moves to the archive.
- Click Archive in the floor list to see archived conversations, and Unarchive to bring one back.
- Checking a guest out archives their conversation. If they write again it comes back marked Wrote after checkout.
How to work an alert
Section titled “How to work an alert”- Open Inbox → Alerts. With nothing waiting it says No alerts. Anything that needs you shows here.
- Click the alert, then Open guest file or Work the complaint.
- Fix the cause. The alert disappears by itself once it is no longer true.
Tips & good to know
Section titled “Tips & good to know”- Messages here go only to the guest’s app chat. To reach a guest outside the app, use Message in the guest file and choose WhatsApp & SMS.
- Concierge is a tab of the Inbox. It lists tasks as Not taken yet, With the concierge and Finished today; send one from the tab.
- The Inbox opens on the first tab you are allowed to see.
Troubleshooting
Section titled “Troubleshooting”- “The message could not be sent. Try again.” → The connection dropped. Send again.