The CRM acts as your unified Inbox, where all guest interactions for sales and support are managed. Even internal communications with your maintenance team and property owners!
In this document we'll provide you a comprehensive walkthrough on accessing and managing the CRM system effectively. It includes instructions on navigating through the unified inbox and understanding various inbox types and the dashboard.
Navigating to CRM
To go to the CRM page, simply navigate to the Main Menu
in the upper-left corner of the page, and from there click on
module.
From here, you will find several different inboxes that serve different purposes:
Inbox / Section | Description |
For inquiries and unconfirmed bookings, including reservations still in progress or awaiting confirmation. | |
For confirmed bookings—track conversations with guests who are currently staying, checking in soon, or checking out. | |
Contractor Inbox | View all communications with contractor users such as maintenance teams or cleaners. |
Owner Inbox | Manage conversations with property owners. |
Calls Tab | Make and receive calls directly with guests. |
AI Tasks | Shows AI-generated tasks from conversations to help you stay organized. |
CRM Dashboard
Search and Filter Options
Within the CRM dashboard, you can search or refine your conversation view using detailed filters:
Search – Look for a specific conversation by searching for the name or reservation ID.
Listing – Filter conversations by a specific property or unit.
Region – Narrow results based on geographic region or market.
Check-in Date – Show conversations related to guests arriving on a selected date or within a date range.
Check-out Date – Show conversations for guests departing on a selected date or within a date range.
Reservation Status – Filter by status such as Inquiry, Pending, Confirmed, Cancelled, etc.
Booking Channel – Limit results to channels such as Airbnb, Booking.com, Direct, VRBO, etc.
Amount Range (From/To) – Filter based on the reservation value using a minimum and maximum amount.
Assignee – Display conversations assigned to a specific team member.
Created Date – Filter conversations by when they were originally created.
Conversation List Overview
You will see a list of conversations, each displaying key information at a glance:
Reservation Status – Shows whether the booking is Inquiry, Pending, Confirmed, etc. If there is a red bell beside it, this is the Escalation Indicator which appears on conversations that have been escalated.
Fun Level (not displayed in Sales) – Displays the sentiment or engagement score of the conversation.
Guest Name – The primary guest associated with the reservation.
Booking Source – The channel used for the reservation (Airbnb, Direct, Booking.com, etc.).
Stay Dates – Check-in and check-out dates for the guest.
Property Booked – The listing or unit connected to the booking.
Price – The total reservation amount.
Last Message Summary – Shows the time when the last message was sent and an indicator of how many messages have been exchanged.
Assignee – The team member responsible for the conversation.
Action Items – Quick actions for managing the ticket/conversation, including:
Close
Set Follow-up
Reopen