A Booking.com or Expedia conversation attaches itself to the right guest profile as it arrives. Bookboost reads the guest details out of each message and matches them to a profile, so your team sees the guest's full history without searching for it or linking anything by hand.
There is nothing to switch on. If your Booking.com parser or Expedia integration is active, this is already happening.
How the matching works
Guest details are read from the message. Bookboost pulls the guest's name, surname, and phone number out of each parsed Booking.com or Expedia message.
The conversation is matched to a profile. Bookboost uses its standard matching logic across name, email, and phone.
The history is there when you open it. Once linked, the conversation sits on the guest's timeline in the Unified Inbox with everything else you have exchanged.
The practical difference is at the front desk: a reservations agent answering an OTA message can see whether the same guest emailed last week, rather than replying blind.
When a message does not link
Matching depends on the details being in the message. Two cases need a hand:
The guest's name or phone number is missing from the parsed message. There is nothing to match on, so the conversation stays unlinked and you can link it manually.
The guest has more than one profile. Where duplicates exist, the right match may need resolving by hand.
If a Booking.com message arrives empty or with no guest name at all, that is a parsing problem rather than a matching one. See What is the Booking.com email parser?.
What this does not do
It does not work without the integration. The Booking.com parser or the Expedia integration has to be active first.
It does not apply retrospectively. Linking happens as messages arrive, so conversations from before setup are not matched.
It does not merge duplicate profiles. It matches to one of them, and duplicates remain your problem to resolve.
It does not give you the guest's contact details. Neither OTA shares a personal email address or phone number, so a linked conversation is not a way to add the guest to a campaign.
Common questions
Do I need to link Booking.com or Expedia messages manually?
No. With the parser or integration active, incoming messages are matched and linked automatically.
What details are used to match a message to a profile?
The guest's name, surname, and phone number are read from the message, then matched on name, email, and phone.
A message did not link. Why?
Most often the name or phone number was not in the parsed message, so there was nothing to match on. Duplicate profiles can also need a manual check.
Do I need to turn this on?
No. Nothing to configure beyond having the parser or integration active.
What to do next
If OTA messages are not arriving at all, start with How OTA guest messages reach Bookboost.
Getting help
Open Help at the bottom of the left menu and choose Talk to Us, or email support@bookboost.io.