One inbox for all your conversations
Stop switching between Airbnb, Booking.com, WhatsApp, and email to keep up with messages. Trellis pulls every conversation into a single, organized inbox so you never miss a message — no matter where it came from.How the inbox is organized
The inbox automatically sorts your conversations so you can focus on what needs attention right now.- Todo
- Follow Up
- All
- Escalations
Conversations that need your attention — unread messages, items assigned to you, and anything flagged as urgent. Start here every day.
Supported channels
Trellis brings together messages from all the places your guests, owners, and vendors reach you:Airbnb
Guest messages from Airbnb, synced through your PMS.
Booking.com
Booking.com guest messages, automatically imported.
VRBO / Expedia
Conversations from VRBO and Expedia guests.
Direct WhatsApp conversations with guests, owners, and vendors.
Email threads organized alongside your other conversations.
SMS
Text message conversations with guests and team members.
Every message shows which channel it came from, so you always know how a guest reached out. Replies are sent back through the same channel automatically.
AI-powered replies
This is where Trellis really shines. When a guest sends a message, your AI agent can draft a reply in seconds — using your property details, house rules, check-in instructions, and past conversation context.How it works
Guest sends a message
A new message arrives in your inbox from any channel — Airbnb, WhatsApp, email, or SMS.
AI analyzes the context
The AI looks at the guest’s reservation, the property they are staying at, your house rules, and the conversation history to understand what they need.
AI drafts a reply
A response is generated using your agent instructions, knowledge base, and property details. The draft appears in the conversation thread.
Reviewing AI replies
When the AI drafts a response, you have full control:| Action | What it does |
|---|---|
| Approve | Send the AI’s draft exactly as written |
| Edit | Modify the draft before sending — fix a detail, adjust the tone, add a personal touch |
| Reject | Discard the draft entirely and write your own response |
| Escalate | Flag the conversation for a manager or senior team member to handle |
Escalations
Some conversations need a human touch. Trellis makes sure the right issues get to the right people.What triggers an escalation?
AI detection
AI detection
The AI recognizes situations it should not handle on its own — complaints, refund requests, safety concerns, legal questions, or anything outside its instructions. It automatically flags these for human review.
Manual escalation
Manual escalation
Any team member can escalate a conversation by clicking the Escalate button. This is useful when a conversation takes an unexpected turn.
Automation rules
Automation rules
You can set up automations that escalate conversations based on specific conditions — for example, escalate any message containing the word “refund” or any conversation that has been waiting for more than 2 hours.
What happens when a conversation is escalated?
When a conversation is escalated:- It appears in the Escalations view so managers can find it quickly
- The assigned manager or team member receives a notification
- Optionally, a task can be created to track the resolution
- The escalation is logged so you can review patterns over time
Blocking unwanted senders
Keep your inbox clean by blocking specific email addresses or patterns. Blocked senders are silently filtered — their messages never reach your inbox or trigger AI replies.How to block a sender
Add a blocked pattern
Click Add and enter the email address you want to block — for example,
noreply@example.com.What happens to blocked messages?
Blocked emails are dropped before they enter your inbox. They will not:- Appear in any conversation thread
- Trigger AI replies or automations
- Create notifications for your team
Working with conversations
Assigning conversations
Assign conversations to specific team members so everyone knows who is responsible. Click the assignee field in any conversation to assign or reassign it.Reading full emails
When viewing an email conversation, hover over any email message and click the expand button to open it in a full-screen view. The expanded view shows the complete email headers — subject, from, to, cc, and date — along with the full message body. You can Reply, Reply All, or Forward directly from the expanded view without going back to the conversation thread.Resizing the email preview
Email messages in a conversation thread show a preview of the message body. If the default preview height is too short or too tall for your preference, you can resize it:- Hover over the top or bottom edge of any email card — you will see a drag handle appear.
- Click and drag up or down to adjust the preview height.
- Release to set the new height.
Following up later
Not ready to respond? Click Follow Up to move the conversation to your Follow Up view. Set a reminder so it pops back into your Todo at the right time.Searching past conversations
Use the search bar at the top of the inbox to find any conversation by guest name, property, booking reference, or message content. Filters let you narrow results by channel, date range, status, or assignee.Tips for inbox success
Start with review mode
Let the AI draft replies, but approve them yourself for the first week or two. This helps you fine-tune your agent instructions and build confidence in the AI.
Use escalation rules
Set up automations to catch high-priority issues early — refund requests, complaints, and safety concerns should never sit unanswered.
Keep your knowledge base updated
The better your agent instructions and property details are, the more accurate the AI’s replies will be. Update check-in procedures and house rules whenever they change.
Check Escalations daily
Make it a habit to review the Escalations view at least once a day. These are the conversations that need your personal attention.