Unified Inbox
Where you can find all the information you need about Inboxes and Quick Replies
34 articles
- Best practices for SMS and WhatsAppConsent, character limits, template approval, timing, tone, and reply handling for guest messaging on SMS and WhatsApp.
- Common questions about the InboxShort answers to the questions that come up most about searching, ownership, statuses, and archiving in the Unified Inbox.
Getting started with the Inbox
Your first look at the Unified Inbox: what it is and how to find your way around.
Handling conversations
Day-to-day work in the Inbox: statuses, actions, search, internal notes and quick replies.
- Ticket statusesThe four statuses that say whose turn it is, the tabs you use to filter by them, and why the All tab shows fewer tickets than you expect.
- Choosing your translation providerAn admin picks DeepL or Google Translate once for the whole organisation, and that choice decides how every Operator's incoming guest messages are translated.
- See a guest's reservations from a ticketEvery stay a guest has with you, filtered by current, future or past, with room, rate plan and dates, and a link straight into the reservation in your PMS.
- Ticket visibility settingsWhy an Operator can stop seeing who marked a ticket as solved, what the three visibility settings hide, and how to turn Operator actions back on.
- Actions in the InboxAssign, leave, solve, snooze, reopen, archive and spam: what each action does to a ticket, how to apply them in bulk, and why an action is sometimes greyed out.
- Find a conversation in the Unified InboxFind a ticket from whatever detail you have — name, email, phone, reservation number or a keyword — and narrow a list by team, priority, channel or escalation state.
- Ticket details and guest informationThe panel beside a ticket: who is handling it, the guest's audiences, consents and reachable channels, their earlier tickets, their stays, campaigns and spend.
- Use internal comments and @mentions in a conversationLeave private notes inside an Inbox conversation and @mention teammates to bring them in, kept internal and never shown to the guest.
- Insert quick replies with a slash commandType / in the Inbox message composer to instantly search your saved quick replies and insert one with a single keystroke, across Email, SMS, WhatsApp, and Web.
- Message translation in the Unified InboxSet a language under Inbox Settings and incoming guest messages in other languages are translated for you, with the languages on offer coming from your organisation's translation provider.
Teams, access and notifications
Set up teams, control who has access to what, and decide who gets notified.
- Inbox settingsThe nine sections of Inbox Settings — Organisation, Teams, Bots, Automations, Parsers, Signatures, Notifications, Language and Integrations — what each one does, and where Profile and Operators went.
- Teams in Unified InboxHow to create a team, the eleven rule types that route conversations into it, and the order that decides which team wins.
- Managing teams across multiple propertiesHow team scope works across several properties, and which team wins when a property-scoped team and an organisation-scoped team both match.
- Why admins do not automatically have access to teamsAdmin permissions and team membership are separate, so an admin has to add themselves to a team before they can open its tickets.
- Inbox notificationsThree delivery channels and seven events, set per Operator, why subscribing comes first, and which event to turn off if you are getting too many.
- Why am I receiving notifications for other properties?Why a conversation from another property can still reach you, and how to fix it by changing the team's scope.
Channels and email options
Channel-specific behaviour for WhatsApp and email inside the Unified Inbox.
- Send PDF attachments via WhatsAppAttach a PDF to a WhatsApp conversation in the Inbox, for invoices, menus, and booking confirmations.
- Create and manage your email signaturesBuild several named signatures in the editor, in HTML, or from a file, set which one is added automatically to new emails and replies, and swap signatures on a single…
- Send a WhatsApp campaign via the InboxSend an approved Journey campaign to a guest straight from their conversation, while WhatsApp's 24-hour window is open.
- WhatsApp across the guest journeyHow the 24-hour window shapes channel priority, campaign triggers, QR codes, and bot automation on WhatsApp.
- Keep a copy of your Inbox email replies in your own mailboxHave every email your team sends from the Unified Inbox copied automatically to a mailbox you choose, so you keep a full record of guest correspondence outside Bookboost.
- Set a default font, size and weight for Inbox emailsChoose one font, size and weight for the whole organisation, and every new Inbox email starts with that styling. Admin only, and there is no Save button.
Automation and insights
Let the Inbox work for you: automatic replies, webhook bots, and the Inbox dashboard.
- Set up automatic replies in the Unified InboxSend an automatic reply when an incoming message matches conditions you set, with the twelve conditions available and the settings that control tone, timing and repeats.
- The Inbox dashboard in the Unified InboxSee how many tickets you handled, how fast your team replied, and how the work was spread across channels and operators, without leaving the Unified Inbox.