Where guest replies arrive
Guest replies arrive inside FRANK, not in your own mailbox. You will find them in two places:
Guest contact, tab Open. New messages arrive here. The Guest contact tab shows a red dot with the number of conversations still open. Once you reply, the conversation moves to Processed.
Inside the reservation. Click the speech bubble icon to see the full conversation with that guest. In the reservation overview, the same icon shows which reservations have had contact.
The exception: reservations imported from your previous system
When you switch to FRANK, your existing reservations are imported. Confirmation and reminder emails for those reservations were sent by your previous system, before the switch.
If a guest replies to one of those older emails, the reply goes back to that system. It does not arrive in FRANK, and you will not see a notification for it.
This applies to a shrinking group
It only concerns reservations that were booked before your switch. From your go live date, FRANK sends the confirmation and reminder emails, including for imported reservations that still have a reminder ahead of them. Replies to those emails do arrive in Guest contact.
Once the last reservations from before the switch have passed, every guest reply arrives in FRANK.
Checking your old mailbox
During the first weeks after your switch, keep an eye on the mailbox your previous system used, so replies to older emails are not missed.