The central part of the inbox is organized into the following categories:
Open – All active, ongoing conversations
My Inbox – Conversations assigned to a specific team member
Unassigned – Conversations with no assigned team member
Favorites – Conversations marked with a star
Unread – Conversations containing unread messages
Snoozed – Conversations temporarily hidden using the snooze function
Closed – Conversations manually closed by the user
Archived – Conversations moved to long-term storage
In settings, you can edit Labels, Saved Replies, and Inbox Settings.
Labels
Labels are customizable tags that you can create and assign to conversations to keep them organized. They appear directly on conversations, making it easier to categorize and locate them later.
Unlike the standard inbox categories (Open, My Inbox, Unread…), which are fixed and predefined, labels are fully custom. You create them yourself, tailored to your team's specific needs and workflow.
What are labels for?
Labels let you sort conversations by topic instead of having everything mixed together in a single list. For example, you might create labels like:
Upgrades
Check-in instructions
Additional services
Complaints
Saved Replies
Saved replies are pre-written messages you can use to quickly answer your guests' most frequently asked questions. Instead of typing the same reply each time, simply insert the right template into the conversation.
Why use saved replies?
Save time – Reply in seconds, not minutes
Consistency – Everyone on the team communicates with the same information and tone
Better OTA ranking – Faster response times improve your standing on booking platforms
Nothing gets missed – All important details are already included in the template
Inbox Settings
In the Unified Inbox settings, you can control how AI translation behaves.
Option 1: Disable automatic translation for specific languages Select the languages you don't want translated, for example, English if you already understand it. All other languages will still be translated automatically.
Option 2: Disable automatic translation entirely All messages will remain in their original language, with no translation applied.
How does two-way translation work?
AI translates in both directions — incoming and outgoing:
Guest messages are automatically translated into your language
Your replies are written in your language and automatically translated into the guest's language
This way, both sides communicate naturally in their own language, without any extra effort.
