Omnichannel Inbox

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

The tab appears only if your role can read guest messages, so cleaners do not see it — see Why you see fewer tabs.

1. Guest Messages

All channels (Airbnb, Booking.com, direct bookings…) are consolidated into one list so you never miss a message.

• Filters: Needs you, Unread, Today and All. Needs you is the default — conversations still waiting on a reply.
• Channel Identification: A small icon next to the guest’s name shows whether they came from Airbnb, Booking.com or elsewhere.
• Preview / Summary: Read a preview or summary of the last message right from the list.
• Unread count: An unread conversation is in bold, with a pill showing how many messages are unread (99+ above 99). High-priority conversations have a red edge.
• Pin: Tap the pin icon to keep a conversation at the top (Pin to top / Unpin).
• Open: Tap a conversation to read it in full and send messages, photos or files from your phone.

Guest chat flow

Suggested Reply

Tap Suggest above the reply box and the AI reads the conversation (a WiFi question, how to open the door…) and writes a Suggested reply:

• Type what you want into Tell the AI what to say (for example, offer a late checkout) and tap Generate reply for a new version.
• Tap Use this reply to put it into the reply box, where you can edit it before sending. If you had already typed something, the app asks before replacing it.
• Tap × (Dismiss suggested reply) to throw it away.

Nothing is sent until you press send.

Mark Handled

Once a guest’s issue is resolved, tap Mark handled at the top of the conversation. It leaves Needs you, so that list only holds what still waits on you. A handled conversation shows Needs reply instead, to put it back.

2. Team Chat

Your team (managers and staff) can chat one-to-one or in groups without an external app.

• Create New: Tap New and choose one teammate for a direct message, or several for a group.
• Quick Filters: All, Groups, Direct and Unread.
• Search: Type into the search bar to find a group chat or a member’s name.

Team chat

Add to Checklist

If a staff member writes “Toilet broken in room 102”, long-press the message and choose Add to checklist. The message becomes an item on that conversation’s Checklist (under Conversation info), so it is not lost in the scroll.

Seen By

Under a message you sent, the app shows Seen by and the names of who has read it, so you know a staff member has received an instruction.