Before you reply to a guest, the panel beside the ticket tells you who they are, what has already been said, and what they have booked. It saves asking the guest to repeat themselves, and it stops two Operators answering the same thing differently.

The panel is split into Guest information at the top and a set of collapsible panels below it. Each panel shows a count, so you can see at a glance whether there is anything in it.

Who is handling this ticket and where it sits.

Esc. time is short for escalation time. It counts up from the guest's last message, so "1 hr ago" means the guest has been waiting an hour for a reply.

That clock is what puts a ticket into one of three escalation states, each shown with a coloured clock:

You can filter the whole Inbox by escalation state, which is the fastest way to decide what to answer first. Rather than working down a list in arrival order, open the filter panel and tick I need your attention! to see only the tickets running out of time. See Find a conversation in the Unified Inbox.

Escalation is not the same as status. Status says whose turn it is; escalation says how long they have been waiting for it. A ticket can sit at Waiting for us for two minutes or two days, and only the escalation clock tells you which.

Select Add prio to set a priority on a ticket. There are three.

Priority is there so you can filter by it. Setting it does not change routing or move a ticket up the list on its own — it gives you a way to pull out the tickets that matter when you are working through a busy Inbox.

Priority is yours to set; escalation state is calculated for you. They are worth using together: a High prio ticket that has also tipped into I need your attention! is the one to open first.

Select Add subject to give a ticket a short title.

The subject is internal. The guest never sees it. Use it to label a ticket for your own team, for instance to describe what a long thread is actually about.

The block at the top of the panel, above the collapsible sections.

At the top of the panel, Full profile opens the guest's complete profile, and Send journey sends them a Journey campaign. A chip such as 1 other ticket tells you the guest has other tickets besides this one.

Earlier tickets from the same guest.

Each card shows the Operator who handled it, the status, the date, a preview of the last message, and the property and team it belonged to. Select a card to switch to that ticket.

Every stay attached to this guest, with a filter for All stays, Current stay, Future stays or Past stays, and a link that opens the reservation in your PMS.

See See a guest's reservations from a ticket for the full guide.

The campaigns this guest has been part of. Each entry shows the campaign name, the property, the Type, for example Journey, and the Trigger that sent it, for example "Directly before Check-out".

A filter at the top of the panel narrows the list, and each option carries its own count.

Check Failed before you apologise for something. If a guest says they never received a confirmation or a pre-arrival message, this panel tells you whether it left Bookboost at all.

What this guest is worth. Total stays broken down by property, and Total spend, with a line per reservation.

The same stay filter applies here — All stays, Current stay, Future stays or Past stays — so you can look at what a returning guest has spent with you historically rather than only on this booking.

Two further panels: Notes for anything you want recorded against the guest, and Tasks for follow-up work.

Notes are not the same as internal comments. A note sits on the guest, an internal comment sits inside one ticket's thread. See Use internal comments and @mentions in a conversation.

See Find a conversation in the Unified Inbox for searching across tickets and filtering a list by escalation state, priority, team or channel.

Open Talk to Us in the left menu of the platform, or email support@bookboost.io.