Overview
The Unified Inbox is Resly’s central place to manage Conversations. Conversations include all messages with guests, owners, suppliers, and internal teams. These messages come from Email, SMS, OTA channels, and Internal Notes (staff only). Everything is shown in one view, with the relevant Reservation, Tenancy, Account or Enquiry context attached.
Unified Inbox is designed to:
Reduce missed messages
Prevent duplicate replies
Make assigning Conversations to staff seamless
Efficiently process Conversations without jumping between screens
Unified Inbox Layout
Unified Inbox Layout
Left Panel | Right Panel |
This is where all Conversations are found. Channel Conversations will include the OTA logo for quick identification. Filters Conversation Status Conversation Types Assignment Search Field | Contains Header of selected Conversation Full thread of selected Conversation Reply Editor Template selector for attachments |
Understanding How the Unified Inbox Works
Understanding How the Unified Inbox Works
Conversations in the Unified Inbox are grouped by what they relate to, not how they arrived. So rather than separate inboxes for Email, SMS and Channel Messages, all these messages will be grouped by Conversation Types:
Reservation is Conversations directly linked to a booking in Resly
Tenancy is Conversations around long term rental agreements
Account is for Conversations that are Owner or Supplier Account related
Enquiry is for Conversations that occur before a booking or tenancy exists
Remember - Conversations are not grouped by “email inbox vs SMS inbox”, all messages live in the same what-they-relate-to Conversation timeline.
Unified Inbox Filters
Unified Inbox Filters
Conversation Status Filter
Conversation Status filters by related content, not the message type. There are two statuses:
Open - someone should look at this
Closed - handled
Open | Open Conversations are threads that still need a response or to be Closed if the messaging is complete. Use Open as your working queue.
A Conversation will open when:
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Closed | Closed Conversations are finished or don’t require further action. A Closed Conversation can reopen automatically if a new message arrives (working as designed). |
Conversation Type Filter
View All Conversation Types or use filters to view messages by what Resly function they are linked to:
Reservation for guest related, booking based messages
Tenancy for long term rental agreement messages
Account for Owner and Supplier messages
Enquiry for messages that arrive before a booking or tenancy exists
If you can’t find a message, it could be because a filter from a previous search is in place, not because the message is missing. Check drop down filters to ensure you have full visibility across the Unified Inbox.
Reservation | This is the most common view for Front Desk teams. Conversations are linked to short-term stays and relate to guest related questions:
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Tenancy | Conversations linked to long term rental agreements:
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Account | Conversations linked to Accounts business from Owner, Supplier, Contractor or Agents:
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Enquiry | Conversations that occur before a booking or tenancy exists:
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Assignment Filter
The Assignment filter is found in the same drop down as the Conversation Type filter.
Assignment helps to ensure that two staff members don't reply to the same guest. Assignments update in real time - when someone assigns a Conversation, others can see it immediately.
Assigned to Me | Shows only Conversations you are responsible for. Useful for:
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Unassigned | Shows Conversations not yet owned by anyone. This can work as a working queue for the Front Office team.
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How to Assign a Message
On the right panel, select the icon alongside the Close Conversation button, to open the menu to assign Conversations to yourself (if you are logged in) or other users.
Search Conversations
The search bar supports Search of Email, SMS and Channel messages using standalone search terms or you can use in conjunction with filters
Example search for word "Account" + Closed (Conversation Status) + All Conversations (Conversation Type)
Internal Notes are not searchable from the Unified Inbox.
Search by name |
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Search by keyword | You can search inside message content and it will look through:
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Message types: Email, SMS, Channel, Internal Notes
Message types: Email, SMS, Channel, Internal Notes
Email/SMS Message
The Unified Inbox has a versatile Reply option - you can respond to an incoming Reservation message by Email or SMS, using the drop down as shown below. This is intentional and supports real Front Desk workflows.
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SMS |
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Channel/OTA Message
Respond to an incoming message from a Channel/OTA using the drop down as shown below.
Channel |
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Internal Notes (Staff Read only)
Include Notes that will be visible in Resly PMS
Internal Notes |
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Quick Inbox Actions from Conversations
Quick Inbox Actions from Conversations
Quick Inbox Actions From a Reservation Conversation
Click Reservation from the drop down (Conversation Type) to view all booking related Conversations.
Click on the Conversation on the left and it will open on the right panel - from here you have access to some quick actions:
View Reservation and Links to Booking
The header includes a brief summary of high level Reservation information:
Passenger Name
A link to take you to the booking in Resly (Reservation view)
Arrival/Departure Dates link to a Calendar where you can view property availability
Balance on account
Close a Conversation
On completion of a Conversation, click Close Conversation button as shown:
Or, another option at the bottom of the body of the message, select the check box to Close and Send the message at the same time.
Quick Inbox Actions From an Account Conversation (Owners, Suppliers)
Click Account from the drop down (Conversation Type), top left hand corner, to view all Account Conversations.
From an Account Conversation you can Reply by SMS or Email and Close a Conversation - all without leaving the Unified Inbox.
View Account Conversation and link to Finance
The header includes
Account Holder’s Name
A link to the Account in Finance (Finance>Accounts)
Reply to a message by Email or SMS
Add an Internal Note
Reply and attach a template (set up in Settings>General>Templates)
Close Conversation
Quick Inbox Actions From an Enquiry Conversation
Click Enquiry from the drop down (Conversation Type), top left hand corner, to view all Enquiry Conversations.
From an Enquiry Conversation you reply directly to a message and can attach templates, if required. (from Settings>General>Templates)
Quick Inbox Actions From a Channel Conversation
Click Channel from the drop down (Conversation Type), top left hand corner, to view all Channel/OTA Conversations.
To reply to a Channel Conversation message, from the right hand panel, select Channel from the drop down menu, as shown above, to reply.
Channel Specific Functions
The channels have some individual differences in what they permit with messages and their platform that are detailed below. If an attachment option is unavailable, it’s usually a channel limitation, not a system error.
Airbnb | Supports image attachments Supports file attachments by email |
Booking.com | Supports image attachments |
VRBO | Supports image attachments Supports file attachments by email |
Troubleshooting
Troubleshooting
Why did this Conversation reopen? | A new message arrived from an earlier thread that may have been Closed - a reply will reopen the Conversation. This is working as designed. |
Why can’t I attach a file or an image here? | Not all OTA/Channels support all types of attachments. Refer to the section above - Channel Specific Functions |
Why can’t I find an earlier Conversation? | Check that filters are not overriding which Conversations are displayed:
Has the Conversation since been Closed?
Conversation Assigned to a different user
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Why can someone reply by email to an SMS? | Because Unified Inbox groups by context, not channel — this is by design and allows full flexibility to change method of reply |