If your reply-to address is your own domain, guest replies go to that mailbox and not to Bookboost. They sit in someone's Outlook while your team watches an empty Unified Inbox.
Forwarding that address to your Bookboost forward address fixes it. This is a rule in your own email provider, not a setting in Bookboost, and it takes about five minutes.
If you are still on the default @bookboostmail.com address, replies already arrive and you do not need this.
Find your forward address
Go to Settings > Channel Integrations in Bookboost.
Select the correct property from the dropdown at the top. Each property has its own forward address, and using the wrong one sends replies to the wrong hotel.
Copy the forward email address.
See Email settings for what each of the four addresses does.
Set up the forwarding rule
The exact menus differ by provider and change over time, so what follows is where to look and what the rule has to achieve rather than a click-by-click script.
Outlook. Settings, then Mail > Rules > Add new rule. The condition should apply to all incoming messages, and the action should redirect them to your forward address. Add a second rule marking those messages as read if you do not want the mailbox filling with unread mail nobody is working from.
Gmail. Settings, then See all settings > Forwarding and POP/IMAP > Add a forwarding address. Enter your Bookboost forward address, then confirm it by opening the verification link Google sends to that address. This is the step that catches people out: forwarding does nothing until it is verified. Afterwards, choose what Gmail does with its own copy, and use a filter to mark forwarded mail as read.
iCloud. iCloud Mail, then the gear icon, Preferences > General, and tick Forward my email to. Optionally delete messages after forwarding.
iCloud forwards everything, with no filtering. If you need any control over which messages are forwarded, do it from Apple Mail rules instead.
Test it before you rely on it
Send an email to your reply-to address from an outside account, then check three things in order:
It arrives in the original mailbox.
It is forwarded on to the Bookboost forward address.
It appears as a guest message in the Unified Inbox.
If it stops at step two, the rule is not firing. If it stops at step three, the forward address is probably from the wrong property.
What this does not do
It is not configured in Bookboost. The rule lives in your email provider, so we cannot see it, test it, or fix it for you.
One forward address per property. A group forwarding everything to a single address will see replies land against the wrong hotel.
Forwarding does not stop the copy in your own mailbox. Unless you tell your provider otherwise, every message exists in both places, which is why the mark-as-read rule is worth adding.
Provider menus change. If the path above does not match what you see, search your provider's help for "forwarding" rather than assuming the feature has gone.
What to do next
If you have not yet moved to your own domain, that comes first. See Request your own sending domain.
Getting help
Open Help at the bottom of the left menu and choose Talk to Us, or email support@bookboost.io.