The Hospitable inbox is where you can see all conversations with guests, from all of your connected channels, on one page.
If a reservation has a conversation thread attached, you will find that conversation here.
Searching the inbox
You can search the inbox by:
Reservation code
Guest name
Full, first, or last name.
Email (if available)
Phone number (if available)
💡 Tip: Typing just part of the search criteria (names, phone numbers, emails) will populate the threads that match your search query. For example, typing "Jan" will bring up Janice Jones, Jane Smith, and Jannette Nichols.
No matching search results
🚨 Check your spelling!
The search bar is often able to compensate for misspelt names or email addresses, but not always. If nothing shows up in search results, make sure to check the spelling.
If nothing shows up in the inbox search results, even after checking the spelling, it could be that a conversation thread doesn't exist for that reservation.
iCal bookings
Hospitable can import reservations from imported iCals. If the reservation details on the iCal import include an email address, Hospitable will create a conversation thread for that booking and send all relevant automated messages to the guest.
However, if the reservation import does not include a guest email address, a conversation thread will not be created for that booking!
This is very often the case with reservations imported via iCal.
To fix this:
Go to your Calendar
Find and select the booking in question
In the right-hand side bar that opens up, click Edit reservation
Input the guest email address into the relevant field
Save your changes
A conversation thread will then be created in your inbox.
Other bookings
If any other bookings are missing a conversation thread, it could be that there was a syncing issue with that platform or that they didn't include a conversation thread ID in the webhook sent to Hospitable.
To fix this:
Contact Hospitable support
Ask Smarty to run a Reservation fixer on the reservation
Make sure to share the reservation code with Smarty
Check your inbox again to see if the reservation appears
If it's still missing, tell Smarty, and it will escalate to a human