Inbox Folder Management
The inbox sorts every conversation by its status. Each status has its own tab, so your team always knows where to look and what needs attention.
Open and Closed
The switch at the top of the conversation list has two sides:
| Side | Tabs | Use it for |
|---|---|---|
| Open | All, Needs Reply, Waiting, Snoozed | Day-to-day work. All shows every open conversation. |
| Closed | Resolved, Archived | Looking up past conversations. |
The inbox opens on Open > Needs Reply. The number on a tab is how many unread conversations it holds.
| Status | What it contains |
|---|---|
| Needs Reply | The guest or contact wrote last and is waiting for you. Check it first. |
| Waiting | Your team replied last and is waiting for the guest. |
| Snoozed | Conversations you set aside until a chosen time. |
| Resolved | Conversations you closed. |
| Archived | Conversations put away, by hand or automatically after 90 days resolved. |
How Conversations Move
Most moves happen on their own:
- A guest sends a message. The conversation goes to Needs Reply.
- Your team replies. It goes to Waiting.
- The guest writes again. It goes back to Needs Reply.
- You click Resolve. It goes to Resolved.
- A resolved conversation that sits for 90 days is moved to Archived.
Replying to a snoozed conversation also moves it to Waiting and cancels the snooze.
Snoozing a Conversation
Snooze a conversation that doesn't need you now but will later, such as a pre-arrival question weeks before check-in.
- Open the conversation.
- Click Snooze (hourglass) in the thread header. It is shown on Needs Reply and Snoozed conversations.
- Choose 1 hour, 4 hours, Tomorrow, 3 days, or 1 week.
The conversation moves to Snoozed. When the time is up, it returns to Needs Reply.
Resolving, Archiving, and Reopening
- Resolve: click Resolve in the thread header when the conversation is done.
- Archive: open More (three dots) and choose Archive.
- Reopen: on a resolved or archived conversation, click Reopen (circular arrow). It goes back to Needs Reply.
Labels and Assignment
Status tells you where a conversation is. Labels and assignment tell you what it is and who owns it.
- Assign: open More and choose Assign, then pick a team member. Their name shows on the row in the list.
- Labels: open More and choose Labels to add or create colored labels, such as "VIP" or "Waiting on owner". Up to three labels show on the row.
Routines That Work
Morning Triage
- Open Needs Reply.
- Work from top to bottom. Answer what you can right away.
- Assign conversations that need a colleague, and add a note in the Details panel.
- Snooze what can't be done today.
By the end, Needs Reply should be at or near zero.
End-of-Day Review
- Check Needs Reply for late arrivals. Reply, or snooze until Tomorrow.
- Check Waiting for guests who haven't answered in a while, and follow up if needed.
- Resolve conversations that are finished.
Search and Filters
The search box finds conversations by name, email, phone, or property. Results stay inside the tab you're on, so switch to Closed to search past conversations.
Combine the tab with the filters for a precise view:
| You want | Tab | Filter |
|---|---|---|
| Unanswered WhatsApp messages | Needs Reply | |
| Past email conversations | Resolved | |
| Guests waiting on you who are booked | Needs Reply | Confirmed only |
| People who haven't booked yet | All | Inquiry |
Key Concepts
- Status: Needs Reply, Waiting, Snoozed, Resolved, or Archived. It decides which tab a conversation is in.
- Snooze: hides a conversation until a chosen time, then returns it to Needs Reply.
- Archive: puts a conversation away under Closed.
- Label: a colored tag on a conversation, shared with your team.
Common Questions
Do all team members see the same tabs? Yes. Statuses, labels, and assignments are shared across your team.
What happens if two team members reply to the same conversation? Both replies appear in the thread with the sender's name. The conversation moves to Waiting after the first reply. Use Assign to agree who is responsible.
Can I make my own folders? No. Use labels to group conversations your own way.
How do I handle a conversation that covers several topics? Keep it in one thread and use Internal Notes in the Details panel to flag the change. If a guest raises a separate issue, start a new conversation with New message.
Related
- Messaging Guide: the inbox panes, replying, and channels.
- Message Templates: saved replies you insert into conversations.
- Guest Communication Guide: best practices for messaging guests.