Unified Inbox Interface
Here are some videos explaining the chat interface:
Handling incoming conversations
Guest Profile details
An inbox is a way to filter and categorize your incoming guest inquiries.
Creating different inboxes helps you divide and delegate conversations among different Operators. It allows each operator to only focus on what is relevant to his/her job.
It also helps an operator know what to expect from a conversation before they even read the message.
To set up an inbox, go to Settings → Inboxes or go to this link directly: https://platform.bookboost.io/#/settings/inboxes
Click Add New Inbox.
To create an inbox, you start by naming the inbox. In this example, we use the name “In-stay”.
Next, select an icon. An icon helps you quickly recognize which inbox a conversation belongs to.
You can also have the Private setting option - I’ll explain this setting later in the article.
You can select some filters to ensure conversations end up in the relevant inbox(es).
You have three options: Reservation stage, Language and Messaging Channel.
Lastly, we need to assign operators who are the staff responsible for the inbox and will see the incoming conversations in this inbox.
Select the operators and click Confirm.
Operators not assigned to an inbox will still be able to search for that inbox and find the related conversations. If you prefer for an inbox not to be searchable, you need to mark it as private.
Don’t forget to click save.
Inbox Keyword Filters
When creating filters for inboxes, you have the option to add a keyword filter. This is great if you want to capture messages about specific issues. For example, to create an inbox for all housekeeping issues using keywords like "linens", "bedding", "towels", and so on, or to create a specific inbox to help detect unhappy guests using keywords like "unhappy", "frustrated", "dirty", or "broken".
Once these filters are set up, Bookboost will search any incoming messages to see if they contain the keywords. If it matches any of the keywords to one of the filters, Bookboost will filter it to the appropriate inbox based on the rules you've set up.
It is important to note that Bookboost will only filter if it matches the keyword exactly as you've typed it in the filter, so it's a good idea to add multiple variations and common misspellings to the filter as well.
Search & Assign
Tasks & Notes
You can add tasks and notes connected specifically to each guest profile.