Channels and conversations
Messages from every channel are gathered into one queue and threaded as conversations, so staff work from a single place.
When you'd use it
When guests reach you across more than one channel and you want one place to answer them.
How it behaves
Each incoming message is attached to a conversation that holds the full history with that guest, in order, so there is no "I was told that". Booking enquiries, waitlist texts, form submissions, reviews, gift-card queries and email all land as threads.
You answer on the channel the guest used without leaving the inbox: email is the rich channel with saved templates, merge fields that personalise each reply, and attached files and images; SMS is a short two-way text from a virtual number for the time-sensitive things.
Configuration and options
- One queue
- Every channel gathered into one place.
- Threading
- One conversation per guest, in order.
- Email replies
- Rich replies with templates, merge fields and files.
- SMS replies
- Short two-way texts from a virtual number.
- Templates and merge fields
- Saved replies personalised per guest.
Good to know
A returning guest continues the same conversation rather than opening a new thread.
Instagram and WhatsApp are not covered today; the inbox is honest about what it includes, and sources are being added.