Messages Inbox
Where do I see my guest messages?
Click Messages in the sidebar. This is the main guest inbox. It shows conversations from connected channels such as WhatsApp, Instagram, Facebook Messenger, Gmail, and supported OTA messaging channels.
→ See: Using Messages: the unified guest inbox
Is Messages the same as Inbox?
Messages is the current main user-facing inbox experience. Some older links or internal components may still use the word “inbox”, but hosts should use Messages from the sidebar.
What can I do from a conversation?
You can read and reply, translate guest messages, auto-translate your replies, assign the conversation, escalate it, create an operational task, inspect guest details, review bookings, and open related quotations.
Can I reply to WhatsApp messages from SympleHost?
Yes. Once WhatsApp is connected, replies sent from the WhatsApp conversation in Messages go back to the guest through WhatsApp.
Can I reply to Instagram DMs from SympleHost?
Yes, after Instagram is connected and the guest has messaged your business or creator account first. Meta does not allow a business to initiate a new Instagram DM to a user who has never messaged it.
Do I need separate inboxes for each messaging platform?
No. SympleHost combines supported channels into Messages. You can still see the channel for each thread, and a guest may have separate sibling conversations for different channels.
Why does one guest have more than one thread?
The same guest can contact you through more than one channel, such as WhatsApp and email. Messages can show a channel strip so you can switch between sibling conversations without mixing channel histories.
Can I search old email conversations?
If Gmail is enabled, search in Messages. When no local thread matches, SympleHost can offer a Gmail search/import option so older email history can be pulled into the inbox.
Messages are not showing up. What should I check?
Check:
- The channel is still connected in Settings → Integrations.
- You are not filtering only to Mine, Archived, or Escalated.
- For Instagram, the guest started the conversation.
- For Meta channels, reconnect if the Facebook password, Page permissions, or token changed.
Assignment, Escalation, and Status
How do I focus only on conversations assigned to me?
Open the filter menu in Messages and switch the scope from All to Mine.
What is escalation for?
Use escalation when a conversation needs manager review, a special decision, or urgent attention. Add a short note when escalating so the next person knows why it was flagged.
Where do escalated conversations appear?
Use the Escalated filter in Messages. Escalated threads also show a banner in the conversation with who escalated it, when, and why.
What happens when I archive a conversation?
Archived conversations leave the active list but can still be found with the Archived filter. If a guest follows up, the thread can return to the active workflow.
Translation
Can I translate a guest message?
Yes. If SympleHost detects a guest message in another language, the message bubble can show Translate. Click it to view the translation, then use Show original to switch back.
Can SympleHost translate my reply before sending?
Yes. If the guest language differs from your interface language, the composer can show Auto-translate. When enabled, you write in your language and SympleHost sends the translated reply to the guest.
Why is Auto-translate not showing?
It appears only when SympleHost can detect a guest language that differs from your current language. Very short messages may not be enough for detection.
Autopilot
What is Autopilot?
Autopilot is SympleHost’s AI guest messaging layer. It can be off, suggest replies for review, or send replies automatically after a delay.
→ See: Setting Up Autopilot for Guest Messaging
How do I turn on Autopilot?
Go to Messages → Autopilot and choose Suggestion or On. Save the change.
What is the difference between Suggestion and On?
In Suggestion mode, AI drafts replies for a human to review. In On mode, AI can send replies automatically after the response delay.
What is the response delay?
The response delay is how long SympleHost waits before sending an automatic reply when Autopilot is On. The minimum is 20 seconds; the default is 60 seconds.
Can I turn Autopilot off for one guest?
Yes. Individual guest/conversation Autopilot controls can override the account default. Use this for VIPs, complaints, owner-sensitive stays, or any thread you want handled manually.
What are message automation rules?
Message automation rules are repeatable workflows under Messages → Message automation. They include:
- Time-based rules, such as pre-arrival or checkout messages
- Response-based rules, where AI responds based on guest message context or guidance
Autopilot is not responding. What should I check?
Check:
- Account mode is Suggestion or On.
- The guest/conversation override is not Off.
- The messaging integration is connected.
- Any relevant message automation rule is active.
- The account has access to the feature if subscription gating applies.
Guest Experience
What is a guest book?
A guest book is a digital guide for a property. It can include check-in instructions, house rules, local recommendations, emergency contacts, and stay information.
How do I create a guest book?
Open the guest book area in SympleHost, create or edit the guide, add sections, attach it to a listing, and share the generated URL with guests.
How do guests access their guest book?
Guests receive a shareable link. If you edit the guide later, the link reflects the updated content.
Can guest questions become tasks?
Yes. In Messages, use the task icon in the composer to create a task from the conversation. This is useful for maintenance requests, cleaning notes, missing items, or anything your team needs to complete.