The Inbox combines guest conversations from your connected channels in one live workspace.
Find a conversation
Open Inbox from the left navigation. Search by guest name, phone number, or recent message text. Use All or Unread, and filter by PMS, Webchat, Quo/OpenPhone, SMS, or WhatsApp.
Read and reply
Select a conversation from the list.
Review the message timeline and channel badge.
Enter a reply in the composer and send it.
Sending options depend on the channel. WhatsApp conversations outside the customer-service window require an approved template.
Use conversation details
Select the details button to view the linked contact, stays, listings, opportunities, tasks, and active journey enrollments. On smaller screens, details open in a slide-over panel.
Manage AI in a conversation
For PMS conversations, use the pause control to pause Autopilot for 15 minutes, one hour, one day, or indefinitely. You can also filter the timeline to all messages, guest messages, or Autopilot messages.
When Webchat is in draft-and-approve mode, the pending AI draft appears above the composer. Select Approve & send or Dismiss.
Manage related automation
The details panel shows related tasks and journey executions. An in-progress journey enrollment can be cancelled from this panel when you need to stop future messages for that conversation.