As communication between vacation rental agencies and their guests is key to optimizing guest experience, property managers using the Hostfully Platform can rely on a world-class communication layer called the Hostfully Unified Inbox.
As for any of the features provided by the Hostfully platform, the Unified Inbox is optimized for teams and allows multiple team members to participate in any conversation with guests, across the supported channels.
Accessing the Unified Inbox
To access the Unified Inbox, simply click on the Inbox top menu on the user interface. The system will automatically display your existing message threads and will show the most recent set of messages first (as in your personal email). You can identify the channel source of each thread using the channel icon showing on the right column:
If you click on one of the threads, the system will display the list of messages for this thread (the most recent being at top), and give you the ability to respond to messages.
- For messages related to an Airbnb booking, the messages will be sent back to the guest's Airbnb account directly.
- For messages related to the Hostfully bookings or inquiries, the messages will be sent to the guest's email address (see further below):
When receiving new messages in your Inbox, the system will display a little green notification label next to the Inbox menu, showing how many new unread message you have in the Inbox:
You will also receive a notification at the email address associated with your account that you have a new message in your unified inbox. This message will come from firstname.lastname@example.org.
Communication through the Hostfully Channel
Guests receiving messages from you (the property manager) will be notified directly through their email account. If they need to reply, they will be able to do so by clicking on the Reply button in their email message, and will be taken to their guest interface on the Hostfully platform (note that these email messages and the guest interface can be white-labeled with your branding):
After click the red Reply button, guests will be taken to their Inbox, where they can retrieve the communication thread and respond to messages:
Currently supported channels
The unified inbox currently supports the Airbnb, and Hostfully channels, and will soon provide support for more channels. Unfortunately Booking.com temporarily suspended their support of messaging in their API. If your company website is integrated with the Hostfully platform, the Inbox will also be available for use through the Hostfully Booking Widget.
The Hostfully team is already hard at work improving this first version of the Inbox. Our version 3 will feature more channels, the ability to leverage your templates, and a few more extra features.