Teams Overview

The Teams Overview is the section where Operators can:

Create a new Team located on the top right side of the screen.

See all the Team they have created before.

Prioritise the Team.

🔎 Search and filter

To help you find teams more quickly and easily, we offer two options:

Search for a teams using the search bar.

Filter teams by selecting the active or inactive option in the header.

↕️ Drag and drop Teams

Hover over a team and the cursor will change to a grabber cursor. This indicates that you can drag and drop the team to change its order, allowing you to quickly prioritise the teams.

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Important to know!

Rule Order Matters: Messages are checked from top to bottom. Ensure a fallback rule at the bottom to catch all unassigned messages.

🖥️ Team’s preview

Each team preview displays:

The team name and emoji for easy identification.

The rules assigned to the team.

The property it is linked to.

The team's status (active/inactive).

⚙️Drop-down menu

For each team, a drop-down menu (⠇) on the right side offers the following options:

Edit Modify the team's name, rules, operator access, and more.

Deactivate Prevents a team from receiving messages while retaining all previous messages. You can reactivate it anytime.

Delete Permanently removes the team from the inbox. Messages will remain in the respective property folder.

➕ Add a new Team

In the top right corner you can add a new Team. In order to create a new team, you have to fill a form where you add Team’s details.

Enter a team name and select an emoji.

(Optional) Add a description.

Assign operators who should have access.

Choose whether the team should receive all messages or apply rules to filter messages.

If using rules:

Click "Select Rule" and choose filtering criteria.

Use groups of rules to create complex message routing.

Set the team’s status as Active or Inactive.

Enable "Notify Team Members" if you want operators to receive a notification.

Click Save to finalize team creation.

🏨 Property Assignment

You must select one or more properties to receive conversations related to those properties within the team.

👥 Operator Access

Operators with access to the selected properties will automatically be assigned to the team. However, you can manually add or remove operators as needed.

🔛 Active/Inactive

By default, a Team is always active when the Operator creates it. This means that the active/inactive toggle button is turned on. However, Operators have the option to switch the toggle off if necessary.

🔔 Send Notification

You can choose to notify operators with Team access by checking the corresponding checkbox. When you save the new Team, all operators with access to the Team will receive a notification.

🏷️ Rules: What to Show in the Team

Rules can be used to specify the Team for a specific group of conversations.

🔹Available Rule Types:

Message Keywords Assign messages containing specific words.

Reservation Stage Route messages based on reservation status (e.g., pre-arrival, in-house, post-stay).

Audience Segments Filter messages based on CRM audience data.

Channel-Specific Assign messages from WhatsApp, Email, SMS, etc.

Sender Email Address Filter messages from specific email addresses.

Client Website Route messages based on the website they originated from.

🔍 Filtering Logic for Message Categorization

You can create rules at different levels to filter and categorize incoming messages:

First-Level (Groups of Rules):

Rules at this level are always separated by "OR".

This separation logic cannot be modified.

Second and Third Levels:

Operators can define separation logic as "AND" or "OR".

Rules within an inner group must follow a consistent logic (AND/OR).

To add a rule to an inner group, click the plus button ➕.

To create an inner group, click the “➕ Add inner group”

To create a new group of rules, click the "➕ Add group" button.

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Important to know!

📍You can set multiple instances of the same rule within a Team. For example, by specifying a Team to more than one channel.

🚫 Rules should not contradict each other within a Team.

📍 Setting an "Is not" rule will prevent the Team from receiving messages with the defined criteria.

⬇ In the example below, the Team will receive messages for reservation stages that are not "upcoming”.

✋ Manually Assigning a Ticket to a Team

Open the ticket in the Unified Inbox.

Access the ticket details panel on the right-side menu.

Click "Assign Manually to a Team".

Select the desired team from the list.

The ticket will now be routed to the chosen team for handling.

💯 Use Cases

Department-Based Handling Route messages to Reception, Housekeeping, or Customer Support teams.

Reservation Stage-Specific Support Handle inquiries differently for pre-arrival, in-house, and post-stay guests.

Channel-Specific Routing Manage WhatsApp, Email, or SMS messages in separate teams.

High-Priority Escalations Ensure urgent guest requests are handled by a dedicated team.

Food & Beverage Inquiries Automatically route messages mentioning food-related words such as breakfast, lunch, dinner, buffet, gluten-free, vegetarian, and allergies to the restaurant or room service team.

Finance & Payments Assign messages containing keywords like payment, invoice, charges, refund, billing, and credit card to the accounting or finance team.

Housekeeping Requests Messages mentioning cleaning, towels, amenities, and laundry can be directed to the housekeeping team.

Technical Support Route conversations containing Wi-Fi, TV, air conditioning, and maintenance to the technical support team.

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Please contact us through the ‘Talk to Us’ on the left Menu in the platform or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.

🗂️ Teams in Unified Inbox