All CollectionsUnified InboxHandling conversationsHandling conversationsDay-to-day work in the Inbox: statuses, actions, search, internal notes and quick replies.11 articlesTicket statusesThe 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.Choosing your translation providerAn admin picks DeepL or Google Translate once for the whole organisation, and that choice decides how every Operator's incoming guest messages are translated.See a guest's reservations from a ticketEvery 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.Ticket visibility settingsWhy 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.Starting a new ticket in the InboxHow to start a ticket by searching for a guest or typing their email address or phone number, straight from the compose pencil.Actions in the InboxAssign, 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.Find a conversation in the Unified InboxFind 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,…Ticket details and guest informationThe panel beside a ticket: who is handling it, the guest's audiences, consents and reachable channels, their earlier tickets, their stays, campaigns and spend.Use internal comments and @mentions in a conversationLeave private notes inside an Inbox conversation and @mention teammates to bring them in, kept internal and never shown to the guest.Insert quick replies with a slash commandType / 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.Message translation in the Unified InboxSet 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.