The CS Inbox in your CRM is the central hub for all conversations related to confirmed bookings, including guests who are checking in, currently staying, or checking out. It is organized into multiple pipelines that help you quickly identify, prioritize, and manage different types of conversations so that no guest concern is missed.
INBOX PIPELINES
A. Unanswered Tab
The Unanswered pipeline displays all incoming messages that have not yet received a response. Any new guest communication automatically appears here, allowing agents to quickly identify and reply to pending conversations.
B. AI Escalations Tab
The Escalations pipeline contains conversations that require human oversight. A conversation appears here when:
The AI automatically escalates it based on your policies.
When an agent manually triggers the escalation using the red bell icon.
This view helps agents prioritize conversations needing immediate or specialized attention.
How to Manually Escalate a Conversation
How to Manually Escalate a Conversation
Within the conversation, click on the 
button.
C. AI Active Tab
The AI Active pipeline shows conversations where the AI agent has been active in the last 12 hours. Any conversation the AI has responded to or is currently managing will be listed here, allowing your team to monitor AI-handled interactions and step in when needed.
D. Open Tickets Tab
The Open Tickets pipeline displays all ongoing conversations that are still in progress. These may include unresolved concerns, issues requiring action or follow-up, and conversations that cannot yet be closed. This pipeline ensures active issues remain visible until fully resolved.
How to Close a Conversation
How to Close a Conversation
Closing a conversation can be done in 2 ways
Within the main dashboard, click on the action button of the conversation. A modal will appear where you can choose to either set a follow up or close the conversation.
Choose Close and add a note if needed. Then click on
button.
In the conversation, locate the
button on the upper tab. This will also show you the actions modal. Select the option to close the conversation and add a note if needed. Then click on button.
E. Staying Angry Tab
The Staying Angry pipeline highlights guests who may be unhappy. Conversations appear here when the Fun Level (guest sentiment rating) is three stars or below. The Fun Level may be set automatically by the system based on sentiment, updated through guest surveys, or manually adjusted by an agent. You can modify the Fun Level directly within this pipeline or inside the ticket details to ensure unhappy guests receive timely support.
F. Follow-Ups Tab
The Follow-Ups pipeline contains conversations with a scheduled follow-up. This is used when an agent needs to return to a guest at a specific time. Label colors indicate the status:
Yellow
means the follow-up time is upcoming.Red
means the follow-up time has passed.This helps ensure agents honor scheduled check-ins and do not miss commitments.
How to Set a Follow Up
How to Set a Follow Up
Setting a follow-up can be done in 2 ways
Within the main dashboard, click on the action button of the conversation. A modal will appear where you can choose to either set a follow up or close the conversation.
Click Follow-Up Tab and add a note if needed. Then choose whether you want to set:
Fixed: Offers predefined intervals (e.g., 1 hour, 1 day, 1 week)
Custom: Enables choosing a specific date
Then click
to apply the follow up.
In the conversation, locate the
button on the upper tab. This will also show you the actions modal. Select the follow up option, and add a note if needed. Then set a fixed or custom time, and cick on button to apply.
G. My Tickets Tab
The My Tickets tab shows conversations currently assigned to you. Tickets can be assigned from the ticket list view, inside the ticket details panel, or directly in the assignment field of the conversation. This helps maintain clear ownership and balanced workloads across the team.
How to Assign a Ticket/Conversation
How to Assign a Ticket/Conversation
Within the dashboard or in the conversation, locate the 
button, and choose the name from the dropdown to assign the conversation.
H. Awaiting Payment Tab
The Awaiting Payment pipeline lists conversations or bookings that are confirmed but still unpaid. Use this section to follow up with guests and ensure payments are completed to secure their reservations.
I. Overbookings Tab
The Overbookings pipeline identifies cases where multiple reservations overlap for the same property and dates. This helps you quickly detect and resolve conflicts—such as two guests booked for the same period at the same property—before they impact the guest experience.
J. All Tab
The All pipeline offers a complete, unfiltered view of every conversation and reservation within the CS Inbox. It provides full visibility across all statuses and pipelines to ensure no message or issue is overlooked.