Summary :
6. Creating a New Conversation
8. Saved Replies, Notes and Attachments
9. Managing Guest and Booking Information
1. Introduction
Welcome to the new Inbox feature in Smily.com’s. This manual will guide you through the functionalities and best practices for using the Inbox efficiently, enabling you to manage conversations with guests more effectively.
2. Accessing the Inbox
To access the Inbox, log in to your Smily.com account and navigate to the ‘Inbox’ tab from the main dashboard. This will open up the Inbox interface where you can manage and view all communications.
3. Inbox Interface Overview
The Inbox interface is divided into two main sections:
a. Left-Side Menu
The left-side menu categorizes messages based on their status in the booking journey, making it easier for you to focus on specific types of conversations:
- Open: Includes all conversations with active or pending status that are not yet resolved.
- Inquiries: Conversations with no confirmed bookings or tentative ones that haven’t been finalized.
- Reserved: Conversations linked to confirmed bookings that will start tomorrow or later.
- Check-ing today: Conversations associated with confirmed bookings starting today.
- At property: Conversations for guests currently at the property, where bookings started yesterday or earlier and extend until tomorrow or beyond.
- Check-out today: Conversations for guests checking out today.
- Post-stay: Conversations tied to bookings that ended yesterday or earlier
- Canceled: Conversations linked to bookings that have been canceled.
- You can select any category to filter conversations by their current status.
Additionally, the menu includes options for viewing
- Archived: All conversations that have been archived.
- Spam messages: Messages marked as spam
Future Feature:
You will soon be able to create and save custom views by applying and saving filters, making it easier to access specific types of messages regularly.
b. Right-Side Table
The right-side of the interface displays conversations in a table format, offering a clear and organized view:
Filters:
Located above the table, these allow you to sort and view conversations based on different criteria (see Section 4 for details).
Table Columns:
- Guest Name: Identifies the guest associated with the conversation.
- Booking Stage: Indicates the current stage of the booking.
- Message Preview: Shows a snippet of the latest message.
- Priority & Severity: AI-generated tags indicating the urgency and importance of the message.
- Assignee: Identifies who is responsible for the conversation.
- Rental & Booking Details: Shows information about the rental property and booking.
- Last Activity: Displays when the last message was sent or received.
- Status: Shows if the last message was sent, seen, or if it’s a new conversation.
4. Using Filters
Filters help you narrow down conversations by specific criteria, making it easier to manage large volumes of messages.
a. Manual Filters
You can manually apply filters by selecting options from the following categories:
- Booking Stage: Filters conversations based on the booking’s current stage (e.g., past bookings, ongoing bookings).
- Source of Booking: Filters based on where the booking originated (e.g., Airbnb, Booking.com).
- Rental: Filters by specific rental properties or groups of rentals.
- Priority: Sorts conversations by their urgency (low, medium, high, urgent).
- Severity: Filters based on the seriousness of the issue (information, minor, major, critical).
- Assignee: Shows conversations assigned to specific team members.
- Conversation Status: Filters by whether conversations are read, unread, etc.
- Guest: Filters by specific guest names.
- Booking Tag & Rental Tag: Allows filtering by custom tags related to bookings or rentals.
Pro Tip:
When multiple filters are applied, the number of active filters will be displayed next to the filter icon, making it easy to keep track.
b. AI-Driven Filters
You can also leverage AI to automatically apply filters based on natural language queries. Simply type what you’re looking for and the AI will translate this into the appropriate filters.
Example of AI Filter
“Upcoming Airbnb bookings for rentals containing NYC”
c. Clearing Filters
To clear filters:
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You can remove individual filters by clicking clear on the filter (or select all)
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Alternatively, you can clear all filters by removing parameters from the URL. After “inbox?” in the URL, delete everything following it to reset the view.
5. Viewing Conversations
The Inbox offers two primary ways to view conversations:
a. Table View
This view provides an overview of all conversations, including the guest’s name, booking stage, message preview, priority, severity, assignee, rental, booking details, last activity, and status.
b. Conversation View
When you click on a specific conversation, you’ll enter the Conversation View:
- Conversation Details: Displays the full conversation thread.
- Message Composition: Allows you to reply, attach files, or use saved replies (canned responses).
- AI Drafts: Use AI to draft a response, which you can edit before sending.
- Guest and Booking Information: Displayed on the right-hand side, with links to full guest and booking details.
- Notes: Add and view internal notes related to the conversation.
6. Creating a New Conversation
To start a new conversation:
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Click on “New Conversation” in the top-right corner.
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Select a guest by typing their name and selecting from the dropdown list.
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If a conversation with the guest already exists, you’ll be prompted to continue the existing conversation.
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If it’s a new conversation, you’ll need to enter the subject and message content.
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Add any necessary attachments and use canned responses if applicable.
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Click “Send” on top right to initiate the conversation.
7. Drafting Responses with AI
Our AI assistant can help you draft replies quickly and efficiently. The AI is GDPR-compliant and uses the details of the rental, booking, and past conversations to generate a response that you can review and edit before sending.
8. Saved Replies, Notes and Attachments
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Saved Replies: Use the “Saved replies” to re-use saved messages
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Adding Notes: Use the “Notes” feature to add internal comments or reminders related to a conversation.
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Attachments: You can attach files to your messages by clicking the attachment icon in the conversation view.
9. Managing Guest and Booking Information
In the Conversation View, all relevant guest and booking information is displayed on the right-hand side. This includes quick links to the guest’s profile and booking details, allowing you to access more information without leaving the conversation.
10. FAQs and Troubleshooting
Q: How do I save a custom view?
A: The ability to save custom views is a future feature. Once available, you will be able to apply filters and save the view for quick access later.
Q: What if the AI doesn’t correctly filter my request?
A: Ensure your query is clear and specific. If the AI still doesn’t apply the correct filters, you can manually adjust them using the filter options.
Q: Can I export conversations?
A: At present, the export feature is not available. Conversations can be managed and viewed within the inbox interface.
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