Bookboost AB

Where you can find all the information you need about Inboxes and Quick Replies

Unified Inbox

The left menu is split into a Private Hub that is yours and a Shared Hub that everyone sees, plus your presence status and why a ticket can appear twice.

Navigating the Inbox

Ten short videos covering the Inbox: workflow and statuses, the left menu, tickets, and settings.

Inbox video tutorials

Short answers to the questions that come up most about searching, ownership, statuses, and archiving in the Unified Inbox.

Common questions about the Inbox

Your first look at the Unified Inbox: what it is and how to find your way around.

Getting started with the Inbox

The four statuses that say whose turn it is, the tabs you use to filter by them, and why the All tab shows fewer tickets than you expect.

Ticket statuses

An admin picks DeepL or Google Translate once for the whole organisation, and that choice decides how every Operator's incoming guest messages are translated.

Choosing your translation provider

Every stay a guest has with you, filtered by current, future or past, with room, rate plan and dates, and a link straight into the reservation in your PMS.

See a guest's reservations from a ticket

Why an Operator can stop seeing who marked a ticket as solved, what the three visibility settings hide, and how to turn Operator actions back on.

Ticket visibility settings

How to start a ticket by searching for a guest or typing their email address or phone number, straight from the compose pencil.

Starting a new ticket in the Inbox

Assign, leave, solve, snooze, reopen, archive and spam: what each action does to a ticket, how to apply them in bulk, and why an action is sometimes greyed out.

Actions in the Inbox

Find a ticket, guest or message from whatever detail you have, such as part of an email address, a phone number or a keyword, and narrow a list by team,…

Find a conversation in the Unified Inbox

The panel beside a ticket: who is handling it, the guest's audiences, consents and reachable channels, their earlier tickets, their stays, campaigns and spend.

Ticket details and guest information

Leave private notes inside an Inbox conversation and @mention teammates to bring them in, kept internal and never shown to the guest.

Use internal comments and @mentions in a conversation

Type / in the Inbox message composer to instantly search your saved quick replies and insert one with a single keystroke, across Email, SMS, WhatsApp, and Web.

Insert quick replies with a slash command

Set a language under Inbox Settings and incoming guest messages in other languages are translated for you, with the languages on offer coming from your organisation's translation provider.

Message translation in the Unified Inbox

Day-to-day work in the Inbox: statuses, actions, search, internal notes and quick replies.

Handling conversations

The nine sections of Inbox Settings — Organisation, Teams, Agents, Automations, Parsers, Signatures, Notifications, Language and Integrations — what each one does, and where Profile and Operators went.

Inbox settings

How to route or exclude every address on a domain, including its subdomains, using the Ends with and Does not end with options on a team's Sender Email Address rule.

Matching a whole domain in team rules

How to create a team, the eleven rule types that route conversations into it, and the order that decides which team wins.

Teams in Unified Inbox

How team scope works across several properties, and which team wins when a property-scoped team and an organisation-scoped team both match.

Managing teams across multiple properties

Admin permissions and team membership are separate, so an admin has to add themselves to a team before they can open its tickets.

Why admins do not automatically have access to teams

Three delivery channels and seven events, set per Operator, why subscribing comes first, and which event to turn off if you are getting too many.

Inbox notifications

Why a conversation from another property can still reach you, and how to fix it by changing the team's scope.

Why am I receiving notifications for other properties?

Set up teams, control who has access to what, and decide who gets notified.

Teams, access and notifications

Attach a PDF to a WhatsApp conversation in the Inbox, for invoices, menus, and booking confirmations.

Send PDF attachments via WhatsApp

Build several named signatures in the editor, in HTML, or from a file, set which one is added automatically to new emails and replies, and swap signatures on a single…

Create and manage your email signatures

Build a Journey that never sends by itself, so your team can send an approved WhatsApp message to a guest by hand whenever they need to reach them.

Send a WhatsApp campaign on demand

Send an approved Journey campaign to a guest straight from their conversation, while WhatsApp's 24-hour window is open.

Send a WhatsApp campaign via the Inbox

How the 24-hour window shapes channel priority, campaign triggers, QR codes, and bot automation on WhatsApp.

WhatsApp across the guest journey

Have every email your team sends from the Unified Inbox copied automatically to a mailbox you choose, so you keep a full record of guest correspondence outside Bookboost.

Keep a copy of your Inbox email replies in your own mailbox

Choose one font, size and weight for the whole organisation, and every new Inbox email starts with that styling. Admin only, and there is no Save button.

Set a default font, size and weight for Inbox emails

Channel-specific behaviour for WhatsApp and email inside the Unified Inbox.

Channels and email options

Send an automatic reply when an incoming message matches conditions you set, with the twelve conditions available and the settings that control tone, timing and repeats.

Set up automatic replies in the Unified Inbox

See how many tickets you handled, how fast your team replied, and how the work was spread across channels and operators, without leaving the Unified Inbox.

The Inbox dashboard in the Unified Inbox

Let the Inbox work for you: automatic replies, webhook bots, and the Inbox dashboard.

Automation and insights

How a webhook bot reaches a ticket, what it may do once it is there, and how it differs from the AI Agent.

What a webhook bot can do in the Unified Inbox

A webhook bot has two separate secrets — an HMAC signing key issued once at creation, and API keys you create yourself. Both are shown only once.

Webhook bot credentials: the signing key and API keys

Create the bot with the right message types, then add it to the team whose tickets it should follow.

Creating a webhook bot and giving it team access

Assign a bot to a ticket, by hand or with a rule, so it can send to the guest rather than only draft.

Letting a webhook bot reply, not just draft

The three usual causes: the bot is not receiving the right message type, has no access to the ticket, or has no permission to send.

Why your webhook bot is not responding

The Bot API sends the PMS booking reference with messages, so your bot can identify the reservation.

Giving your bot the booking reference

Webhook bots in the Unified Inbox

No tickets or conversations found

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No tickets or conversations created by you

Try using different keywords or checking for typos.

Try selecting a different update date range.

Find answers and get help from Intercom Support and Community Experts

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A quick lap of the product so you know where everything lives.

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