Messages is a centralized messaging feature in PMS Host that allows users to manage guest conversations from OTA channels in one place. It helps users track incoming messages and respond to guests without switching between different channels.
Which OTA channels are supported?
The Inbox is designed to centralize guest conversations from OTA channels. Airbnb, Booking.com integration is included in the current scope.
When will a new conversation appear in Inbox?
A new conversation will automatically appear in Messages when there is a new booking received from a supported OTA channel, such as Airbnb. The conversation is linked to the related reservation so that users can view the booking information directly from the Inbox.
Does PMS Host automatically create a message when a new OTA booking is received?
Yes. When a new booking is received from an OTA, the related conversation can automatically appear in the PMS Host Inbox. This allows the host to see the conversation together with the reservation details associated with the booking.
Can I search for a specific conversation?
Yes. The Inbox search bar allows users to search conversations based on:
Sender
Related channel
Message preview
Assignee
How can I filter conversations in Inbox?
Users can filter conversations using:
All Messages
Unread
Assigned to Me
Starred
Archived
What image formats can I upload?
The image uploader supports:
JPEG, JPG, GIF, and PNG
Each uploaded file must not exceed 5 MB.
Can I assign a conversation to another user?
Yes. Users can assign a conversation to a specific team member from the chat thread. Conversations without an assigned user are marked as Unassigned.
Can I archive or mark a conversation as unread?
Yes. Users can manage the conversation directly from the chat thread, including using the Unread and Archive functions.
Can I add notes to a reservation from Inbox?
Yes. The reservation detail section provides both Internal Note and External Note, allowing users to manage reservation-related notes while viewing the guest conversation.