Inbox Zero

Keep your inbox clean

Overview

Our Inbox Zero Philosophy (inspired by Superhuman) helps you move faster by turning your inbox into a focused and actionable to-do list. Once your Todo list becomes your source of truth, the goal is to reach a Todo count of 0.

Hitting and maintaining Inbox Zero (a Todo count of Zero) is the most efficient way to bring clarity to a chaotic inbox and reduce your team's load. Pushing for this workflow within your support org will allow your team to handle new messages without distractions, focus on the most meaningful tasks, and boost productivity all around.

It is especially helpful for teams that want to track important analytics such as response times and time to close. It also ensures that as team members rotate shifts, the inbox remains clean and organized, allowing for seamless transitions between team members and more efficient guest support.

Workflow

A conversation will live in one of three places: Todo / Follow-Up / Done.

All new messages will show up in your Todo list. When you or your team begin your day, start in your todo list.

Mark Done (Archive)

When you respond to a message in your todo list, mark the conversation as done. Do this by clicking the "Mark Done" button or hitting E in HostAI. The conversation will move to the Done tab so you'll always be able to find that message using search.

If that contact sends a new message, the conversation will move back to Todo.

Follow-Up (Snooze)

Follow-Ups let you set a reminder for you and your team to check back in with the guest.

This is particularly useful when you have a scenario that requires longer investigation or research before getting back to the guest or marking it as done. Some good examples of this are maintenance issues, scheduling a mid-stay clean, or payment confirmations.

Just hit the "Follow-Up" button or Z on your keyboard and choose when you want to follow up. The conversation will move to the "Follow-Up" tab and move back to your Todo tab once the time has been reached.

Clean Your Inbox

Transitioning to better guest support habits can be tough when you have a backlog of messages in your Inbox. Rather than going through years of old messages, you can speed up the transition by using Clean My Inbox.

In your settings under Inbox Configuration, click "Clean My Inbox" and we will move all of your conversations from Todo into Done and give your team a well-deserved fresh start.