> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trellistech.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox

> Manage guest, owner, vendor, and team conversations in one place

## 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.

<CardGroup cols={2}>
  <Card title="See all active conversations" icon="inbox">
    Review messages from connected channels in one shared inbox.
  </Card>

  <Card title="Answer faster" icon="sparkles">
    Use AI drafts, quick replies, translations, and reservation details while you write.
  </Card>

  <Card title="Share the work" icon="users">
    Assign conversations, add tags, and use follow-up dates so the right person owns the next step.
  </Card>

  <Card title="Handle sensitive issues" icon="flag">
    Review complaints, refunds, safety concerns, and other escalations before anyone replies.
  </Card>
</CardGroup>

## 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.

## Open and sort the inbox

<Steps>
  <Step title="Open Inbox">
    Choose **Inbox** from the main navigation.
  </Step>

  <Step title="Pick a view">
    Start with the conversations that need attention. Use assigned, unread, escalated, or follow-up views when you need a smaller list.
  </Step>

  <Step title="Filter the list">
    Filter by channel, tag, assignee, property, guest, or reservation when you are looking for something specific.
  </Step>

  <Step title="Search when needed">
    Search by guest name, phone number, email, reservation, or message text.
  </Step>
</Steps>

## 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.

<Tip>
  Review AI drafts before sending. Be extra careful with refunds, legal issues, safety concerns, complaints, and anything that promises money or a policy exception.
</Tip>

## 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.

## 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.

## 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.

Before calling, check that the contact has a valid phone number and that your team has a connected phone number in Settings.

## 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.

## Common problems

<AccordionGroup>
  <Accordion title="I cannot find a conversation">
    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.
  </Accordion>

  <Accordion title="A teammate cannot see Inbox">
    Check their role in **Settings > Permissions**. They may need a role that allows conversation access.
  </Accordion>

  <Accordion title="AI did not draft a reply">
    Make sure AI Hub is set up, the conversation is on a supported channel, and the agent has permission to use the right information.
  </Accordion>

  <Accordion title="A message will not send">
    Check that the channel is connected, the contact details are valid, and the attachment size is allowed for that channel.
  </Accordion>
</AccordionGroup>

## Related articles

<CardGroup cols={2}>
  <Card title="AI Hub" icon="sparkles" href="/platform/ai-hub">
    Set up the AI that helps with guest conversations.
  </Card>

  <Card title="Contacts" icon="users" href="/platform/contacts">
    Manage guests, owners, vendors, and prospects.
  </Card>

  <Card title="Outbound messages" icon="send" href="/platform/outbound">
    Learn where Trellis can send messages from.
  </Card>

  <Card title="Connected accounts" icon="plug" href="/platform/connected-accounts">
    Connect the accounts your AI and inbox can use.
  </Card>
</CardGroup>