# Omnichannel Inbox

> Manage guest messages from multiple channels and chat internally with your team.

Source: https://docs.santara.ai/mobile/messages/

The **Messages** tab is the central hub for all communications in your workspace. You can easily toggle between two main communication flows: Guest messages and Team chat.

## 1. Guest Messages

This is where the list of messaging guests is displayed. All channels (Airbnb, Booking.com, Direct bookings...) are consolidated into a single interface so you never miss a message.

- **Channel Identification:** A small icon next to the guest's name will indicate whether they are from Airbnb or Booking.com.
- **Preview / Summary:** Quickly read a preview or a summary of the last message right from the list without opening it.
- **Visual Indicators:** Unread messages are marked with a blue dot and bold text. High-priority messages have a red border to draw attention.
- **Quick Action:** Tap to open the full conversation. You can send messages, photos, or files directly from your phone.

![Guest chat flow](/screens/en/guest.en.png)

### AI Draft
The app uses AI to understand the context of the chat (e.g., asking for the WiFi password, how to open the door...). The AI will automatically compose a draft reply. Managers can choose **"Use this draft"** or edit it before sending. 

### Mark Handled
Once a guest's issue is resolved, you can swipe or select **Mark Handled**. The conversation will be archived to keep your inbox tidy (Inbox Zero).

## 2. Team Chat

Your team (Managers & Staff) can chat 1-on-1 or in groups right on the app without needing external apps.

- **Create New:** Tap the (+) icon to create a new internal conversation.
- **Quick Filters:** Use the filters at the top such as "All", "Group", "Direct", or "Unread" to easily browse messages.
- **Search:** Enter keywords into the search bar to quickly find a group chat or a member's name.

![Team chat](/screens/en/team_chat.en.png)

### Convert to Task
If a staff member messages the group *"Toilet broken in room 102"*, the manager can simply **long-press** the message and select "Convert to Task". A maintenance ticket will be created instantly.

### Read Markers
The app clearly shows "Who has read this message", ensuring managers know exactly if a staff member has received an instruction.