Reply to guests in the Inbox
Reply by email or text, add notes, clear Awaiting your reply, see if your email arrived, and close conversations.
2 min read · Updated
In short: open the conversation in Inbox › Conversations, write in Write a message, and click Send.
Reply to a guest
- Go to Inbox › Conversations.
- Open the conversation.
- Write in Write a message. It goes the same way as the conversation, such as email or SMS.
- In email, add a Template, Asset or Merge tag from above the message (on a phone, under the three dots).
- Click Send.
Add an internal note
Click the pill showing how the message is sent, then Note. Write it and click Save. Guests do not see notes.
Close or start a conversation
- Click Close at the top (on a phone, under More actions). Reopen it from Closed.
- Click Compose, fill in To, Subject and Message, then Send.
Clear Awaiting your reply
A conversation shows Awaiting your reply when the guest wrote last. Reply to clear it, or click Close if it needs no answer, such as a cancelled enquiry. A closed conversation never shows it.
See if your email arrived
Click the ticks beside an email you sent (Delivery status). It shows when it was Sent, Delivered and First seen. A blank First seen does not prove the guest has not read it.
Where guest replies come from
When guests reply to your booking emails, the replies arrive in Inbox if Email reply-to inbox is on. It is set once for your whole organisation, not per venue. See company settings.
If a conversation is missing or a reply went to the wrong place:
Email support at agent@stampede.ai with:
- The venue.
- The guest's email address.
- When they wrote.
Check it worked
Your reply shows. On a computer, the status at the top of the conversation changes to Waiting on guest.
Good to know
- Only Admin, Moderator, General Manager and Bookings Manager can see Inbox.
- Use Filter to show one Venue, Staff member, Message source or Thread tags.
- Tick several conversations to mark, close or reopen them together.
- To assign, tag or share, see assign, tag and share a conversation.
- Reply templates live in Inbox › Templates. See save reply templates.
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