Lesson 4 of 7 · 5 min
Work the unified inbox
Reply to every channel from one place without losing context.
What you'll learn
- Read a conversation alongside the guest's reservation
- Use quick responses to answer common questions
- Hand conversations to the right teammate
Service is where your team spends most of the day. WhatsApp, WeChat and email conversations all arrive in the same list.
Reading a conversation
Open any conversation to see the thread with the guest's stay details beside it: their unit, dates and booking source. You rarely need to switch to your PMS to answer a question.
Reply faster
- Type / in the composer to insert a quick response. Set them up under Settings → Quick Response Commands.
- Type @ to mention a teammate.
Share the load
Assign a conversation to a teammate so everyone knows who owns it. For conversations that are only between staff, use Internal instead, so nothing reaches the guest by mistake.