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What this helps you do

Inbox is where your team reads, answers, assigns, and follows up on conversations. Use it to keep guest messages, owner updates, vendor questions, and team notes from getting lost across different tools.

See all active conversations

Review messages from connected channels in one shared inbox.

Answer faster

Use AI drafts, quick replies, translations, and reservation details while you write.

Share the work

Assign conversations, add tags, and use follow-up dates so the right person owns the next step.

Handle sensitive issues

Review complaints, refunds, safety concerns, and other escalations before anyone replies.

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Before you start

  • Connect the channels your team uses, such as email, SMS, WhatsApp, Slack, phone, or messages from your property management system.
  • Make sure each teammate has the right role in Settings > Permissions.
  • Set up AI Hub before using AI reply drafts or automatic guest handling.
  • Decide how your team should use tags, assignments, and follow-up dates.

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Open and sort the inbox

1

Open Inbox

Choose Inbox from the main navigation.
2

Pick a view

Start with the conversations that need attention. Use assigned, unread, escalated, or follow-up views when you need a smaller list.
3

Filter the list

Filter by channel, tag, assignee, property, guest, or reservation when you are looking for something specific.
4

Search when needed

Search by guest name, phone number, email, reservation, or message text.

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Read and answer a conversation

  1. Open a conversation from the list.
  2. Check the side panel for guest, reservation, property, and past message details.
  3. Choose the right channel if more than one is available.
  4. Write your reply, or start from an AI draft or quick reply.
  5. Add attachments if the channel supports them.
  6. Send the message.
Review AI drafts before sending. Be extra careful with refunds, legal issues, safety concerns, complaints, and anything that promises money or a policy exception.

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Use AI help safely

AI can draft replies, summarize long threads, translate messages, and surface details from connected records. Your team stays in control. Use AI when:
  • The guest asks a common question.
  • You need a short summary of a long thread.
  • You want a draft in a clear, friendly tone.
  • You need help reading or replying in another language.
Use a human review when:
  • The message is angry, urgent, or sensitive.
  • The guest asks for a refund, discount, legal answer, or safety help.
  • The AI says it is unsure.
  • The answer depends on a manager decision.
On mobile, open a conversation and use its actions menu to switch Automatic AI replies for that guest without leaving the conversation.

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Assign, tag, and follow up

  • Assign a conversation when one person should own the next reply.
  • Tags help your team group messages, such as billing, maintenance, VIP, owner, or complaint.
  • Follow-up dates keep messages visible when you need to come back later.
  • Bulk actions help clean up a large list after a busy day.

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Choose what Mark done does to escalations

Workspace admins can open Settings > Team & Permissions > Inbox access and set Automatically close escalations when marking a conversation done.
  • When the setting is on, Mark done also dismisses open escalations on the conversation.
  • When the setting is off, Mark done closes only the conversation. Action-required and knowledge-gap escalations stay open until your team handles them separately.
Keep the setting off when your team wants to reply to the guest, close the conversation, and teach the AI from the escalation as a separate step.

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Review contact type changes

The conversation timeline shows when a contact changes type, such as from guest to owner. Each event includes the previous type, the new type, and when the change happened. When related conversations are combined, Trellis removes repeated contact type events so the timeline stays easy to review.

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Voice calls

If phone is connected, your team can place and receive calls from Inbox. Call history stays with the conversation so the next person can see what happened. When a call or voice message includes a recording, use the timeline to play it, move through the audio, and open its transcript when one is available. Before calling, check that the contact has a valid phone number and that your team has a connected phone number in Settings.

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How to check it worked

  • The sent message appears in the conversation.
  • The conversation shows the right assignee, tag, or follow-up date.
  • The side panel shows the related guest, reservation, or property when Trellis can match it.
  • Escalated conversations stay visible until a team member handles them. Afterward, the outcome remains in the conversation timeline, including the time and reviewer when available.

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Common problems

Clear filters first, then search by guest name, email, phone number, reservation, or property. Also check archived or resolved views if your team uses them.
Check their role in Settings > Permissions. They may need a role that allows conversation access.
Make sure AI Hub is set up, the conversation is on a supported channel, and the agent has permission to use the right information.
Check that the channel is connected, the contact details are valid, and the attachment size is allowed for that channel.

AI Hub

Set up the AI that helps with guest conversations.

Contacts

Manage guests, owners, vendors, and prospects.

Outbound messages

Learn where Trellis can send messages from.

Connected accounts

Connect the accounts your AI and inbox can use.