The conversation view is the central part of the Unified Inbox where you can read your full communication history with a guest and reply to their messages. Clicking on any conversation from the inbox list opens it on the right, showing the complete message history along with the reply editor.
Conversation Window
Below the header, the conversation window displays the full communication timeline, including:
All messages sent by the guest
All your replies
The date and time of each message
System notes - such as "Team member XY removed the 'Complaints' label" or "Team member XY opened the conversation"
Once you've written your message, click the send icon to send it.
Notes, Attachments, and Saved Replies
Notes
Next to the Reply button is a dropdown menu where you can select Note. This switches the editor from a public guest-facing reply to an internal note visible only to your team.
When to use notes?
Communicating with colleagues about a conversation
Leaving instructions for the next shift
Setting reminders for yourself or your team
Adding internal context related to a guest
Notes are never visible to the guest - they are used exclusively for internal communication within your team.
Attachments
You can attach files to any reply, which the guest will receive together with your message.
To attach a file:
Click the paperclip icon in the reply editor
Select a file from your computer
Wait for it to upload
The file will appear below your message text
What can you attach?
PDF documents - invoices, vouchers, maps
Images - room photos, location maps, QR codes
Word and Excel documents
Other file types, up to the maximum size allowed by the OTA channel
When to use attachments?
Sending a location map or directions to the property
Sharing parking instructions with a visual guide
Sending a reservation confirmation or invoice as a PDF
Providing check-in instructions with additional details
Sharing a QR code for WiFi access
Sending photos of amenities or the surrounding area
Removing an attachment
If you attached the wrong file, click the X next to it to remove it. The file is deleted before sending, and you can immediately attach a different one.
Keep in mind that Booking.com, Expedia, Airbnb, and other OTA channels have limitations on file size and type. The limit is typically between 5 and 10 MB per file.
Saved Replies
Saved replies are pre-written messages you can insert into the editor with a single click, saving you from typing the same text repeatedly. For instructions on how to create them, see this article.
How to use a saved reply:
Click the Saved Replies button in the reply editor
A dropdown menu opens with all available replies
Select the one that fits the situation
The text is automatically inserted into the editor
Adjust it as needed - add any personalized details for that guest
Saved replies can be created either in the settings or directly from a conversation. Simply click the three-dot menu next to any message and select Save as reply.
Guest & Reservation Details
The right sidebar displays all key information about the guest and their reservation, giving you the context you need to communicate more personally and respond more efficiently.
Conversation Actions
The top of the sidebar contains buttons for managing the conversation.
Snooze
Temporarily hides the conversation from the inbox and brings it back at a time you choose.
How to snooze a conversation:
Click Snooze
Select when you want it to return:
In 1 hour
In 4 hours
Tomorrow at 9:00
Custom time
The conversation moves to the Snoozed category and automatically returns to the inbox at the selected time
When to use it:
You're waiting for information from a colleague or the guest
The guest's question requires more time to resolve
You want to follow up on the conversation later
Close
Marks the conversation as resolved and moves it to the Closed category, removing it from the active inbox.
When to close a conversation:
The guest has received all the necessary information
The conversation has naturally concluded
There are no further questions or pending actions
Assigned User
Shows which team member is responsible for the conversation. Click to assign or reassign it to someone else.
Thread Summary
Clicking Thread Summary generates an AI-powered summary of the entire conversation - condensing the key points into a few sentences.
When to use it:
Taking over a shift and needing quick context
Picking up a long conversation with many messages
Continuing a conversation that a colleague was handling
Additional Information
Guest profile - Click the icon next to the guest's name to open their full profile, including CRM data, stay history, and preferences.
Booking details - Click Open booking to expand a side panel with complete reservation information, including prices, payments, cancellation policies, and additional services.
Adding Labels
Click the Add Label dropdown and select one or more labels from the list. Active labels appear as colored tags below the dropdown, each with an X button for quick removal.
Use labels to organize conversations by priority, request type, or the team member responsible.
AI Translation
You can manage your translation settings in the inbox settings - see this article.
AI translation works in both directions, allowing you and your guests to communicate naturally in your own languages:
Guest messages are automatically translated into the language you selected in the Unified Inbox settings (e.g. Croatian)
Your replies are written in your language and automatically translated into the language the guest wrote in
How reply translation works:
Write your reply in your own language (e.g. Croatian)
Click Preview Translation to see how your message will appear to the guest
Review the translation and confirm everything looks correct
Click Send - the guest receives the reply in their own language
