Workflow
Map messages to correct inboxes
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Map messages to correct inboxes
Last updated
Was this helpful?
When a new inbound message arrives from a connected channel (like Email, SMS, or Widget), the system first checks if the sender’s details (email, phone number, etc.) are already mapped to a contact.
If the details are not mapped, the message will appear in the Connected Channels section.
Once mapped, all future communication from this sender (across all channels) will be part of the unified thread under the correct inbox based on their contact type.
If the sender is unmapped, it’s up to you to map the contact. Click on "Map Contact" and you will have the option to:
When a new message arrives from an unmapped contact, you can map it to a guest if the message pertains to a reservation. Search by the guest's name or reservation ID to locate the correct reservation. Once mapped, the message moves to the Guest Inbox, consolidating all reservation details and communication history with that guest for easy access.
If the message is from a general contact (non-guest), you can map it to an existing contact or create a new one. During this process, you’ll select the contact type, which determines the inbox the message will go to (e.g., Homeowner, Contractor). The mapped message will join the contact's unified thread across all channels, ensuring centralized communication.
To unmap a contact detail (like a phone number or email) from an existing contact, go to the contact’s sidebar, locate the mapped detail, and remove it. The unlinked message will then revert to the Connected Channels section, allowing you to remap it as needed.
