Contacts

A contact groups a person’s contact details, messages, reservations, and tasks. Open the profile to identify the person and the stay they are asking about.

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Before you start

Contacts can arrive through connected messaging and property systems. If someone is missing, check your access before creating a duplicate.

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Find a contact

Open Contacts and search for the person, or open the Contact tab beside an Inbox conversation. Review their name, type, email addresses, and phone numbers. Follow the linked reservation or task for details about a particular stay or request; the contact profile can include several stays. You can also open contacts from related records in Properties, Tasks, and reservations. Use the name, contact method, tags, or linked property to narrow a search when similar names appear.

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Contact types

The contact type explains the person’s relationship to your business and helps place conversations in the right Inbox. For example, a Guest is staying or asking about a stay, an Owner represents a property, and a Vendor carries out outside work. Team members belong to your company; Prospects are potential guests or business contacts. When a new conversation appears in No inbox, check the profile and choose the appropriate type. Use tags for more specific groups your team needs to find later.

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Keep profiles clean

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Add or correct contact details

Open the profile’s edit controls to add a known name, email address, or phone number. Check that each method belongs to this person before saving. A contact method and a connected sending account are different: adding a guest’s phone number does not connect your company’s WhatsApp account.

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Merge duplicates or separate different people

Review both profiles and their conversation history before merging. Merge only when they represent the same person. If two different people have been grouped together, use the available split controls or ask an administrator to separate the records. Renaming a combined profile does not resolve an incorrect association. Check linked conversations and reservations before deleting a contact.

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Require a review for a guest

Workspace administrators can add a contact to the Guest blacklist from the contact profile, sidebar, or the Contact tab in an inbox conversation. Select Add to blacklist, enter the reason, and save. The reason is visible to your team, and the entry remains on that contact until an administrator removes it. Existing and future reservations linked to that contact receive the Blacklisted guest tag. Active workspace administrators receive an in-app notification for current and upcoming reservations that need review. Trellis also sends an alert to the workspace Slack escalation channel, with a link to review the reservation. Connect Slack and choose the AI agent escalations notification channel in workspace notification settings; otherwise the workspace default channel is used. Temporary delivery failures are retried automatically. Check that the reservation is linked to the correct contact; a separate contact with a similar name is not automatically included. Open each reservation to approve or deny access in Blacklisted guest — reservation review. Approval applies only to that reservation. Future bookings need a new decision, and removing then re-adding a contact does not restore earlier approvals. Removing the contact from the blacklist removes this review requirement and its automatic tags; the portal’s other access requirements still apply. See Guest portal for what the guest sees while a review is pending.

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Common problems

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Related articles

• Inbox — use the contact profile while replying.
• Read a reservation — identify the stay behind a request.
• Guest portal — review access for a blacklisted guest.