Using the Inbox

Read, reply, take over from the AI, manage tasks, and use the guest panel.

Written By Bram Haenraets

Last updated About 4 hours ago

The Inbox is where every guest conversation lands, across all your channels — built so your team sees what needs attention first and can act without hunting. It has three columns: Messages (left) — the list of conversations, newest and most urgent first; the conversation (centre) — the full thread plus the reply box; and the guest panel (right) — who the guest is and where they are in their journey, shown when you open a conversation.

By default the AI answers guests automatically. A conversation only needs your team when the AI flags that a human is required, or you choose to step in. To surface those quickly, see Search and filters.

The assistant status banner

If your AI is set to Existing guests only or Paused, a coloured banner appears at the top of the Inbox to remind you; when it's Live, there's no banner. Change the state from the status pill in the top bar — see When the AI is active vs paused.

Replying to guests

  1. Open a conversation — the reply box sits at the bottom of the thread.

  2. Type your message (add emoji or attach a file from the reply box if needed), or select Draft AI to have the assistant write a suggested reply from the conversation and your property's knowledge, then review and edit it.

  3. Select send — the guest receives it on whichever channel they're talking to you on. Nothing goes to the guest until you send.

Sending guest messages requires an active messaging plan; if it isn't enabled on your plan, the send button prompts you to upgrade. [RECHECK-AT-FREEZE: confirm the exact plan name and upgrade wording at launch.]

Taking over from the AI

Use this for a sensitive request, a complaint, or a judgement call.

  1. Reply to or claim a conversation — this takes it over from the AI. A note is added to the thread showing who stepped in and when (for example, "Julian took over this conversation"), and the AI stops auto-replying to that guest while your team owns it.

  2. When you're done, select Return to AI in the conversation header — the assistant resumes.

Taking over is per-conversation; it doesn't change your account-wide assistant status, so other guests keep getting automatic answers.

[IMAGE: Conversation header showing the Return to AI control]

The guest panel

When you open a conversation, the right-hand guest panel gives you the context to answer well. At the top: the guest's name, tier and loyalty ID — handy for recognising returning and high-value guests. The Info tab has details about the guest and their stay (and lets you correct the guest's conversation language if detection got it wrong). The Journey tab shows a timeline of where the guest is — messages received and requests made. Select the guest's name to open their full profile in Contacts.

[IMAGE: Guest panel — Info and Journey tabs]