Handling conversations
Day-to-day work in the Inbox: statuses, actions, search, internal notes and quick replies.
10 articles
- 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.