Inbox Subcategories

The Inbox in GuestReply is organized into 2 main subcategories - Open and Resolved - to help you efficiently manage guest conversations and ensure no message goes unanswered.

1. Open Conversations

Purpose: Contains any new or ongoing guest messages that still require a response.

• Every incoming message is automatically placed in the Open tab.

• The AI agent works exclusively with messages in this category.

• These conversations need immediate attention - either from you or the AI agent.

• You can manually resolve from this category as needed.

Escalation

When the AI Agent cannot answer a question and needs human intervention, it automatically escalates the conversation and creates a ticket with a brief explanation of what the guest needs.

Where to find escalation tickets:

• Click the Notes button at the top of the conversation

• View the note icon in the message thread

The ticket provides context so you can quickly understand the issue and respond appropriately.

2. Resolved Conversations

Purpose: Resolved or closed threads that no longer require active management.

Conversations can be archived manually when you mark them as resolved or automatically when the AI detects that an issue has been fully addressed.

⚠️ Neither Autopilot nor Co-Pilot will trigger responses for conversations in Resolved status. If you need the AI to respond again, move the conversation back to Open first.