--- title: "AI Unified Inbox" description: "WhatsApp, SMS, email, Booking.com, Airbnb and your PMS in one shared inbox. One thread per guest, every detail beside it, and AI drafting or answering on every channel." url: "https://www.holidayhero.com/unified-inbox" --- # AI Unified Inbox ### Inbox · AI Unified Inbox Every channel. One inbox. WhatsApp, SMS, email, Booking.com, Airbnb and your PMS all land in one shared inbox. Your team sees the whole conversation — and every guest detail — in a single view, and replies from wherever the guest wrote. Your PMS ### Stats 6+ #### channels, unified 1 #### thread per guest 0 #### tabs to juggle #### Unified inbox #### Sophie D. 2m Is early check-in possible? #### Marco B. 18m Thanks, see you Friday! #### Élise M. 1h Could we book the spa? ## Band No more channel-hopping. One thread per guest, with every detail beside it. ### The unified inbox ### Three panes, one conversation. Conversations from every channel on the left, the full thread in the middle, and everything about the guest on the right. Pick a conversation to see it in action. ### Inbox need you Search all channels ### Filters All Needs you ### Ai AI replied Draft ready Escalated AI draft ### Auto-escalated to you ### AI suggested reply Confidence · High Approve & send Edit Current reservation Linked channels Guest notes ### Sophie Dubois **Time** — 2m **Snippet** — That would be perfect, thank you 🙏 **Handle** — +33 6 12 … **Status** — Pre-arrival **Day** — Today **Guest Sub** — Villa Maritiem · arriving tomorrow **Score Label** — Champion · 88 **Trips** — 3rd stay **Res Room** — Sea-view Suite · 204 **Res Status** — Confirmed **Res Dates** — 12–15 Jul · 3 nights **Res Guests** — 2 adults **Res Channel** — Direct · website **Note** — Anniversary trip — offered a late checkout last year, loved it. - Hi! We land around 11am — is early check-in possible? - WhatsApp · 09:41 - Morning Sophie! We can have your suite ready from 12:30 and hold your bags before then — shall I note it for you? - AI · WhatsApp · 09:42 - That would be perfect, thank you 🙏 - WhatsApp · 09:46 ### Marco Bianchi **Time** — 18m **Snippet** — Thanks, see you Friday! **Handle** — via Booking.com **Status** — Booked **Day** — Today **Guest Sub** — Alpine Lodge · arriving Fri **Score Label** — Active · 67 **Trips** — 1st stay **Res Room** — Chalet 7 **Res Status** — Confirmed **Res Dates** — 18–21 Jul · 3 nights **Res Guests** — 2 adults, 1 child **Res Channel** — Booking.com **Note** — Asked about ski storage — has skis, wants ground-floor access. - Do you have space to store skis on arrival? - Booking.com · 08:20 - Absolutely Marco — heated ski room next to reception, and your chalet is on the ground floor too. - AI · Booking.com · 08:29 - Thanks, see you Friday! - Booking.com · 08:31 ### Élise Moreau **Time** — 1h **Snippet** — The air-con isn’t working… **Handle** — elise.m@… **Status** — In-stay **Day** — Today **Guest Sub** — Maison Lumière · night 1 **Score Label** — Engaged · 54 **Trips** — 2nd stay **Res Room** — Suite 12 **Res Status** — Checked in **Res Dates** — 1–4 Jul · 3 nights **Res Guests** — 2 adults **Res Channel** — Direct · phone **Note** — Prefers French. Vegetarian — flag for breakfast service. **Escalation** — Guest reported a maintenance issue with negative sentiment — routed to you. - Bonjour, the air-conditioning in Suite 12 isn’t working and it’s very warm — can someone come today? - Email · 12:02 ### Hanna Koch **Time** — 5h **Snippet** — Perfect, we’ll take it. **Handle** — via Airbnb **Status** — Booked **Day** — Today **Guest Sub** — Villa Maritiem · arriving 20 Jul **Score Label** — Active · 71 **Trips** — 1st stay **Res Room** — Garden Room · 118 **Res Status** — Confirmed **Res Dates** — 20–24 Jul · 4 nights **Res Guests** — 2 adults **Res Channel** — Airbnb **Note** — Interested in the harbour dinner package — send details before arrival. **Suggestion** — Lovely — I’ve pencilled in the harbour dinner for Wednesday at 20:00, sea-view table for two (€65pp). It’ll be added to your stay and charged at checkout. Shall I confirm? - Is the harbour dinner still available during our stay? - Airbnb · 07:05 - Yes! Wednesday and Friday evenings — €65pp, with a sea-view table. - AI · Airbnb · 07:20 - Perfect, we’ll take it. - Airbnb · 07:24 ### Tom Reyes **Time** — 3h **Snippet** — Got it, cheers. **Handle** — +1 415 … **Status** — Checked out **Day** — Earlier **Guest Sub** — Alpine Lodge · checked out **Score Label** — Passive · 34 **Trips** — 1st stay **Res Room** — Chalet 2 **Res Status** — Completed **Res Dates** — 24–27 Jun · 3 nights **Res Guests** — 1 adult **Res Channel** — Airbnb **Note** — Left a phone charger — mailed back 26 Jun, tracking sent. - Hi Tom, we found a charger in Chalet 2 — posting it to your address today. - AI · SMS · 10:10 - Got it, cheers. - SMS · 13:22 ### Every channel feeds in ### Wherever they write, it lands here. Core messaging channels plus the platforms you already sell on — all merged into the same guest thread. #### WhatsApp #### SMS #### Email #### Booking.com #### Airbnb ### Tags Core OTA Coming soon ### AI in the inbox ### AI on the front line, your team in control. #### Answers on any channel The concierge replies on WhatsApp, email, SMS and every OTA — in the guest's own language, around the clock. #### Suggests every reply For anything you'd rather approve, AI drafts an on-brand answer from your knowledge base — you send it in a click. #### Escalates automatically Complaints, low sentiment or anything AI is unsure of route straight to a human — surfaced as “need you” at the top of the inbox. ### See it in action ### The real thing, up close. Real screenshots of the unified inbox — in the back office and in your team's pocket. Back office Mobile ### Back Office Unified inbox — conversations, thread and guest details Message analytics — delivery, opens and engagement ### App The inbox on your phone Replying from anywhere What the guest sees