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Conversations

The Conversations feature provides a unified view of all guest communications across multiple channels. View and respond to SMS, Email, WhatsApp, and Airbnb messages from a single interface.

Accessing Conversations​

Tap Conversations in the navigation drawer to open the unified inbox.

Conversations List

Conversation List​

The conversation list shows all your conversations with:

  • Contact initials/avatar - Visual identifier
  • Contact name - Who the conversation is with
  • Star indicator - Priority conversations
  • Assignment status - Assigned agent or "Unassigned"
  • Timestamp - When the last message was received
  • Message preview - First line of the latest message
  • Brand tags - Which brand(s) the conversation belongs to (Sales, Support, Marketing, etc.)

Status Color Bars​

Each conversation displays a colored bar on the left edge indicating its status:

ColorMeaning
Yellow/GoldPriority - Starred or flagged as important
RedUrgent - Needs immediate attention
OrangeWarning - Approaching SLA or requires follow-up
GreenCompleted - Resolved conversation
No barNormal - Standard conversation

Use these visual indicators to quickly identify which conversations need attention first.

Channel Filters​

Filter conversations by channel using the tabs at the top:

  • All - Show all conversations
  • SMS - Text message conversations only
  • Email - Email conversations only
  • WhatsApp - WhatsApp messages only
SMS Conversations

Header Information​

The header displays:

  • Unassigned count - Conversations without an owner
  • Incomplete count - Conversations not yet resolved
  • Search icon - Search conversations
  • Filter icon - Open filters (with dot indicator when filters active)
  • Refresh icon - Refresh the list

Swipe Actions​

Use swipe gestures for quick actions on any conversation:

Swipe Right - Priority​

Swipe Right for Priority

Swipe right to reveal the Priority button (orange). Tap to flag the conversation as high priority.

Swipe Left - Assign & Complete​

Swipe Left Actions

Swipe left to reveal:

  • Assign (blue) - Assign the conversation to yourself or a team member
  • Complete (green) - Mark the conversation as complete
Swipe DirectionActionColor
RightPriorityOrange
LeftAssignBlue
LeftCompleteGreen

Filters & Sort​

Tap the filter icon to access advanced filtering options:

Filters and Sort

Available Filters​

  • Sort By - Most Recent Received, Oldest First, etc.
  • Search message content - Search within message text (see below)
  • Date Range - Filter by time period
  • Channels - Filter by communication channel (SMS, Email, WhatsApp, etc.)
  • Show Unassigned - Toggle to show only unassigned conversations
  • Show Incomplete - Toggle to show only incomplete conversations
  • Priority - Filter by priority level
  • Assigned To - Filter by assigned team member

Tap Clear All to reset all filters.

Search Message Content​

The Search message content field allows you to search within the actual text of messages, not just contact names:

  1. Tap the filter icon to open Filters & Sort
  2. Tap the Search within messages... field
  3. Enter your search term (e.g., "check-in", "refund", "wifi")
  4. Results will show conversations containing that text

This is useful for finding:

  • Specific topics discussed with guests
  • Conversations mentioning particular issues
  • Messages containing confirmation numbers or details

Searching Conversations​

Tap the search icon in the header to search conversations by:

  • Contact name
  • Message content
  • Email subject

Best Practices​

  • Check unassigned conversations regularly
  • Use filters to focus on your assigned work
  • Swipe to quickly assign or complete conversations
  • Star important conversations for easy access