Inbox

Inbox brings together messages, contact details, reservations, and related tasks. Assign conversations to teammates and set reminders for requests that need a follow-up.

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Before you start

Connect your message channels and give teammates the Inbox access their role needs. To use suggested replies or Autopilot, first prepare the agent’s instructions and knowledge.

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Open and sort the inbox

Open Inbox to see the shared conversation list. Use Assigned to me for work you own, Assigned to others to find a teammate’s conversations, or Unassigned to pick up requests without an owner. Then choose the contact inbox or saved view you want to work through. Search by name, phone number, property, or words inside a message. Open the matching conversation and check the contact before replying, especially when several people have similar names. Within a conversation, use its search to find an earlier message without searching the entire Inbox again.

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Understand contact inboxes

Inboxes such as Guests, Owners, or Vendors group conversations by the contact’s type. Choose an inbox when you want to work with that audience. The inboxes available to you depend on your workspace’s contact types and your access. No inbox contains contacts that have not been classified. Open the contact’s details and choose the correct type. For example, choosing Guest moves the conversation into Guests. To create a new audience, add a contact type; to filter an existing audience, create a saved view instead.

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Keep channels together or separate

A guest can contact you through an OTA, WhatsApp, email, SMS, or phone. With unified conversations, their connected channels appear in one history. Check the channel indicator on a message to see where it came from. Open the inbox’s settings to choose how its conversations are grouped. Keep them unified when the team needs the full exchange with one person in one place. Choose separate threads when each channel should be handled independently. You can also separate email threads, which is useful when a supplier sends unrelated requests with different subjects. Phone-line grouping lets you keep conversations received on different numbers separate, even when the contact is the same. Use it when separate teams manage those lines.

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Save a filtered view

Apply the filters you need, such as contact type, department, assignee, property, contact, or property group, then save the selection as a view. Name it after the work it contains, such as “Unassigned guest messages” or “City centre properties”, so teammates know when to use it. Views can appear under a particular inbox. They show a recurring selection of conversations without changing anyone’s contact type. Check the selected status as well as the filters when a view looks empty; Open and Pending are both work that may still need attention.

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Rename an inbox

Open the inbox’s edit dialog, change Name, and save. The name appears in the web sidebar and inbox selectors for your team. Default inbox names follow the interface language; a custom name remains the one you entered. You need permission to manage the inbox to change it.

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Choose an inbox symbol

Open the same edit dialog and choose Icon to give the inbox a recognizable symbol. Save to share the choice across the team on web and mobile. Choose Dot (default) to return to the colored dot.

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Find today’s arrivals and departures

Use Filter → Arrivals and departures and select Check-in today, Check-out today, or both. Selecting both includes arrivals and departures; your other filters still apply. These filters use linked reservations and omit cancelled bookings, inquiries, pending payments, and no-shows. “Today” follows the property’s time zone, or the workspace time zone if the property has none. Save this as a view to use the current day’s arrivals each time you open it.

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Read and answer a conversation

Open the conversation, confirm the contact, and choose the reply channel above the composer. The history may contain messages from several channels, so check where the reply will go before writing it. Add an attachment if the selected channel supports it, review the message, and send. Use the sidebar summary to catch up on a long exchange. Check the original messages for details that affect a promise, price, or decision. The reservation panel shows the linked booking; confirm its property and dates before using those details in your answer. See Read a reservation for booking status and portal information. Open Tasks in the sidebar to see related work, then open a task for its current status and schedule. Check the linked property before using its guest access link or connected devices. Contact methods, linked properties, and Activity help you understand who you are speaking to and what people or AI have already done. Use Contacts to fix a missing or incorrectly combined contact method. Use Share in the conversation menu to copy its link for a teammate. The link opens the same conversation; the recipient still needs access to that workspace and Inbox. If recent messages are missing from a supported connected channel, use Sync messages in the conversation’s actions. Wait for the result and check whether it finished or reported a partial sync before trying again. This control appears only when the conversation has a connection that supports synchronization.

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Translate messages automatically

Use Translate in a conversation to read messages in another language. Choose Original whenever you need the sender’s exact wording. For automatic translation, open your account’s General settings on web, or Profile → Settings on mobile, and enable Auto-translate messages. The preference is shared between web and mobile for your account in the current workspace. Conversations open in your interface language. Choosing Original for one conversation does not change the saved preference for the next one.

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Use AI help safely

AI can prepare a reply, summarize the exchange, or help you write in another language. Review the proposed answer against the conversation and its linked records before sending. Refunds, safety issues, complaints, and policy exceptions may need a manager’s decision rather than another draft. On mobile, the conversation’s actions menu lets you switch Automatic AI replies for that guest. Use Launch and hand off your AI Agent to decide when automatic replies are appropriate.

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Rewrite a draft

Select Ask AI in the composer or on a suggested reply. On web you can also press Cmd+G on Mac or Ctrl+G on Windows. Select text first to rewrite only that part. Opening Ask AI shows the instructions; it does not start a rewrite. Describe the change, or choose Improve writing, Shorten, Lengthen, Simplify, or Rewrite in my voice. Use the separate Translate button to choose a translation language, then review the result.

• Stop cancels the rewrite and restores the text from before it started.
• Retry repeats the last instruction on the same original text. A manual edit or new selection clears that retry.
• Done closes the instructions and leaves the draft editable. Send it when you are satisfied with the answer and the selected channel.

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Regenerate a suggested reply

Use the circular-arrow Regenerate button beside Ask AI for a fresh response based on the conversation. Your current draft stays visible while it runs. If generation fails, Trellis keeps the draft and your manual edits. Review the replacement before choosing Approve & send.

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Assign, tag, and follow up

Assign the conversation to yourself or a teammate when that person should own the next reply. It then appears in the corresponding assigned view. Use tags to describe the topic, such as maintenance or billing. Assignment through a workflow needs a configured rule; manually assigning a conversation does not create one. Write an internal Comment to give your team context, and use an @mention when a specific person needs to act. Check that you are composing a comment before adding internal details. Comments and replies within the comment thread let the team discuss the request alongside the guest history.

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Open, Pending, and Done

Open means the request still needs attention. Reading a conversation does not finish it: read/unread and Open/Done are separate states. Use Done, or press D, after handling the request. Use Undo if you closed it by mistake. Right-click a conversation to mark it unread, including while it is open. Choose Pending, or press P, when you want to return later. Select a time and Remind me to bring the conversation back for attention. This sets a reminder for the team without sending a message to the guest.

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Schedule a message or a task follow-up

To send a message later, write it and use the send options to schedule it. Review the recipient, channel, text, and time. A scheduled message sends the reply later; a Pending reminder brings the conversation back to your queue. For a follow-up that depends on work being completed, select the relevant task and describe what the agent should do once it finishes. For example, ask it to tell the guest when cleaning is complete. Check that you selected the correct property’s task and the intended completion condition.

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Automatically mark conversations as done after replying

In Settings → Inbox, an admin can enable Mark as done after replying. It is off by default. When enabled, a team member’s successful reply, including an approved AI draft, moves the conversation to Done. Internal notes and automated sends do not trigger it. A failed send, or an incoming message that arrives while sending, leaves the conversation open.

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Choose what Mark done does to escalations

In Settings → Team & Permissions → Inbox access, an admin can configure Automatically close escalations when marking a conversation done. When on, Mark done also dismisses the conversation’s open escalations. When off, the conversation closes but action-required and knowledge-gap escalations remain for the team to handle. Leave this off if your team resolves the guest conversation first and reviews or teaches the AI from its escalation afterward.

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Route new contacts

Workspace admins can open Settings > Inbox routing to assign one contact type when a new contact first arrives through a connected channel.

1. Select New rule and choose the source: any source, a receiving phone number, a receiving mailbox, or a connection.
2. Set optional filters for the channel and properties. Under Conditions, you can also filter by the sender’s email, email domain, phone number, or prefix.
3. Select one Contact type, such as Guest or Owner, and save.

The receiving number or mailbox belongs to your workspace. For example, route new contacts received at [email protected] to Owner, or route messages from a Guesty connection concerning selected properties to Guest. Property selections are filters: a message must concern one of the selected properties. Leaving the selection empty allows any property. All other selected conditions must also match. These rules do not attach properties to contacts. Rules run from top to bottom, and the first matching active rule assigns the type. Use the rule menu to change its order, edit it, or delete it; use its switch to enable or disable it. Existing channel defaults appear as Default and apply when no custom rule matches. Existing contacts are not reclassified by routing rules. Rules also apply when a connected PMS first creates a contact during an import or reservation sync, using the connection, property and channel data available at that time. A matched rule takes precedence over the receiving line’s default contact type, including when calls and SMS use separate conversations per line. If a rule references a removed property, contact type or disconnected source, you can still disable or delete it and edit other rules. Restoring that rule requires valid references before it can be enabled again.

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Review contact type changes

The conversation timeline records changes such as a contact moving from Guest to Owner, including the previous type, new type, and time. Review this history when a conversation appears in an unexpected inbox. When conversations are combined, repeated contact-type events are removed from the timeline.

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Voice calls

Open a call in the conversation to review its activity, summary, transcript, and recording when available. Activity shows who answered; use the recording to check the original exchange before following up. To call a contact, use the call button in the conversation or open Calls. Check the recipient’s number and the connected line before starting. You can also start a new WhatsApp, SMS, or email message with a supported connected channel; see Outbound messages.

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Calling line and contact type

The dialer first looks for an active voice line assigned to the selected contact’s type. If several match, it prefers their default line. If none match, it uses the workspace default or first available voice line. Choose another line before calling if needed. Calls and SMS apply the line’s contact type to new or unclassified contacts. They leave an existing contact’s type unchanged.

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Open reservation portals

Choose Open on portal in the conversation to open the linked reservation in Avantio, Hostaway, or Guesty, or open its Guest Portal in a new tab. The menu includes only destinations available for that reservation, including Airbnb and Booking.com links. Guest Portal · SuiteOp appears when the selected reservation has a SuiteOp portal link.

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Common problems

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Related articles

• Contacts
• Read a reservation
• Assign, escalate, or create a task
• AI Hub
• Outbound messages