The sales inbox is a centralized location for managing all guest communications concerning bookings, including inquiries, reserved bookings, cancellations, and expired leads. Each section within the inbox serves a specific purpose, allowing for efficient handling of various conversation statuses.
Sales Inbox Pipelines
A. Unanswered
The Unanswered pipeline displays all new guest messages that have not yet received a reply. Any conversation that hasn’t been addressed by an agent or the AI will appear here.
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
The AI Active section shows conversations where the AI agent has been active within the past several hours. If the AI has recently responded to a guest or is currently handling the conversation, it will appear here.
D. Reserved
The Reserved pipeline includes any conversation linked to a booking that has a reserved status. These are not yet confirmed, but a reservation has already been created.
E. Active Leads
The Active Leads section functions as your collection of open tickets. These are ongoing conversations that are still in progress and have not yet been closed or completed.
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.
F. Follow-Ups
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
The My Tickets tab shows conversations that are specifically assigned to you, allowing you to manage your personal workload.
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
The Awaiting Payment pipeline tracks bookings that have been confirmed but are still unpaid. These remain in Sales because payment is still pending and requires follow-up.
I. Recently Confirmed
The Recently Confirmed section displays bookings that were confirmed within the last 24 to 48 hours. This gives your team visibility into new conversions and recent successes.
J. All
The All tab provides a complete, unfiltered list of every conversation in the system, including those not directly related to sales. It serves as the most comprehensive view of all communication activity.