Inbox vs Legacy Messages
Argonautas includes two messaging interfaces: the Inbox and the legacy Messages view. This guide explains the differences, when to use each, and the migration path for teams still relying on the legacy view.
Why Two Interfaces Exist
The Messages view was the original messaging feature in Argonautas. It provided basic send-and-receive functionality for email and internal notes, tied directly to individual bookings. As guest communication evolved to include WhatsApp, SMS, live chat, and OTA messaging, the need for a more capable interface became clear.
The Inbox was built from the ground up to handle multi-channel, real-time guest communication at scale. It replaces the booking-centric model with a conversation-centric model that works regardless of how a guest reaches you.
Both interfaces remain available today, but the Inbox is the recommended interface for day-to-day operations.
Feature Comparison
| Capability | Inbox | Legacy Messages |
|---|---|---|
| Real-time updates | Yes -- messages, status changes, and typing indicators appear instantly via WebSocket. | No -- requires manual page refresh or periodic polling to see new messages. |
| Full two-way support with read receipts, images, documents, audio, and video. | Not available. | |
| SMS | Full two-way support via connected SMS numbers. | Not available. |
| Live chat | Messages from your website's chat widget appear as conversations. | Not available. |
| Full support with threading. | Basic email tied to booking records. | |
| OTA messages | Airbnb and Booking.com messages synced through your channel provider. | Limited OTA message display. |
| Conversation management | Assign to team members, snooze, resolve, reopen, star, archive. | Basic read and reply only. |
| Compose new messages | Start conversations on any channel from a dedicated compose view. | Send messages only from within a booking record. |
| Typing indicators | Live chat visitors see when you are typing, and you see when they are typing. | Not supported. |
| Read receipts | WhatsApp delivery and read status displayed on each message. | Not supported. |
| Context panel | Guest details, linked booking, and conversation metadata displayed alongside the thread. | Booking context available on the booking page itself. |
| Search | Full-text search across all conversations, participants, and message content. | Search within the current booking's messages only. |
| Attachments | Images displayed inline; documents, audio, and video as downloadable links. All stored with private access controls. | Basic file attachments. |
| Multi-language | Templates support multi-language variants with automatic language matching. | Single-language messages only. |
When to Use the Inbox
The Inbox should be your team's primary communication tool. Use it for:
- Responding to guest messages on any channel -- WhatsApp, SMS, email, live chat, or OTA.
- Starting new conversations with guests, owners, or contacts.
- Managing your team's communication workload with status folders, assignments, and snooze.
- Tracking conversation history across all channels in a single timeline.
- Sending template messages with dynamic variables that auto-fill from booking data.
- Monitoring live chat from your website visitors in real time.
If a guest contacts you on WhatsApp, the Inbox is the only place to see and respond to that message. The same is true for SMS and live chat. The Inbox is the single pane of glass for all guest communication.
When the Legacy Messages View Is Still Useful
The Messages view has not been removed because it serves a specific niche:
- Booking-level audit trail -- The Messages view shows communication history attached to a specific booking record. If you want to see every message exchanged for booking BK-20260315-001, the Messages tab on the booking detail page provides that focused view.
- Internal notes -- Staff notes attached to bookings (visible only to your team, not to the guest) may still appear in the Messages view depending on how they were created.
- Historical records -- Messages sent before the Inbox was introduced are available in the legacy view but may not appear in the Inbox if they predate the migration.
For new communication, always use the Inbox.
How the Two Interfaces Relate
The Inbox and the Messages view are not completely separate systems. They share some underlying data:
- Email messages sent through either interface are stored in the same database. A booking confirmation sent via the Inbox also appears on the booking's Messages tab.
- Conversations linked to bookings have a two-way link. The Inbox shows the linked booking in the context panel, and the booking detail page links back to the Inbox conversation.
- Guest contact information is shared. Whether you look up a guest from the Inbox or from a booking, the contact details are the same.
Where they diverge is in channels: WhatsApp, SMS, and live chat conversations exist only in the Inbox. The Messages view has no awareness of these channels.
Migration Path
The Messages view is in maintenance mode. It continues to work and will not be removed without advance notice, but it does not receive new features or improvements. The development roadmap focuses entirely on the Inbox.
Recommended Migration Steps
If your team currently relies on the Messages view, here is a practical path to transition:
- Start using the Inbox alongside Messages. Open the Inbox for all new guest communication while continuing to reference Messages for historical lookups.
- Connect your channels. Set up WhatsApp, SMS, and live chat in Settings > Messaging. Once connected, all multi-channel messages flow exclusively through the Inbox.
- Adopt the Inbox workflow. Train your team on status folders (Needs Reply, Waiting, Resolved), conversation assignment, and snooze. These features replace the manual tracking many teams do with spreadsheets or sticky notes.
- Use the Inbox for email too. Even for email-only communication, the Inbox provides a better experience with real-time updates, search, and the context panel.
- Phase out Messages over time. Once your team is comfortable with the Inbox, use the Messages view only for looking up pre-migration historical records.
What You Will Not Lose
Transitioning to the Inbox does not erase your history. Messages sent before the Inbox was introduced remain accessible in the legacy view. Booking-level message history is preserved regardless of which interface you use going forward.
Side-by-Side Summary
| Question | Answer |
|---|---|
| Which interface should I use for day-to-day guest communication? | Inbox. |
| Which interface supports WhatsApp, SMS, and live chat? | Inbox only. |
| Which interface shows messages tied to a specific booking? | Both, but the booking detail page links to the Messages tab for a booking-focused view. |
| Which interface receives new features? | Inbox only. Messages is in maintenance mode. |
| Can I use both at the same time? | Yes. They share underlying data for email and booking links. |
| Will the Messages view be removed? | Not currently planned. It remains available for historical reference. |
Key Concepts
- Conversation-centric model -- The Inbox organizes communication by contact and conversation thread, not by booking. One guest can have multiple conversations, and a conversation can exist independently of a booking.
- Booking-centric model -- The Messages view organizes communication by booking. Every message is attached to a specific reservation.
- Maintenance mode -- The Messages view still functions but does not receive new features, performance improvements, or channel integrations.
- Channel -- A communication method (WhatsApp, SMS, email, live chat, Airbnb, Booking.com). The Inbox supports all channels; Messages supports only email.
Common Questions
If I reply to a guest in the Inbox, does it appear in the booking's Messages tab? For email messages linked to a booking, yes. For WhatsApp, SMS, and live chat replies, they appear only in the Inbox because the Messages view does not support those channels.
Can I turn off the Messages view entirely? The Messages tab on booking detail pages cannot be hidden through settings at this time. However, you can direct your team to use the Inbox as the primary tool and treat Messages as a read-only reference.
Will old messages be migrated into the Inbox? Email messages associated with bookings are accessible from both interfaces. Older internal notes or messages that predate the Inbox may appear only in the legacy view.
Is there any reason to prefer Messages over the Inbox? Only for a narrowly focused, booking-specific message audit. For everything else -- especially real-time communication and multi-channel support -- the Inbox is the better choice.
Related
- Messaging Guide -- Complete guide to the unified inbox.
- Inbox Folder Management -- Organizing conversations with folders, stars, and snooze.
- Message Templates -- Reusable templates that work in the Inbox.
- WhatsApp Setup -- Connecting WhatsApp, which is only available through the Inbox.