--- title: "Manage Communications from a Unified Inbox" description: "Gain full control of your communications with Zeevou's Unified Inbox. This comprehensive guide details how to search for guests, manage conversations, organise folders, and reply via email, SMS, or API." url: https://support.zeevou.com/en-gb/articles/90-manage-communications-from-a-unified-inbox collection: "Centralise & Automate Messaging" updated: 2026-11-01 language: en-gb --- # Manage Communications from a Unified Inbox Gain full control of your communications with Zeevou's Unified Inbox. This comprehensive guide details how to search for guests, manage conversations, organise folders, and reply via email, SMS, or API. Watch this tutorial video on how to manage all your communications with Unified Inbox in the web App: ## **Zeevou's Unified Inbox** Zeevou's Unified Inbox allows you to manage all your communications in one place. This includes emails, SMS, WhatsApp, and channel communications. The Inbox section only displays messages where the guest has actively sent a message. However, all conversations — including those that only contain outgoing messages — are available under All Conversations. **Note:** The Unified Inbox is part of Zeevou’s **Message Automation module**. If the module is not enabled, available basic features remain accessible, but premium features will display a **lock icon**. Clicking a locked feature opens an upgrade pop-up instead of applying the action. **Locked features include:** - **Message Types:** SMS, WhatsApp, and API channels (standard Email remains available). - **Advanced Email Options:** From, CC, and BCC fields. - **Inbox Management & Tools:** Folders, Saved Responses, Email Forwarding, Message Templates, and Attachments (where applicable). - **Conversation Actions:** Mark as Read/Unread, Archive, Move to Trash, and Move to Folder. When the Message Automation module is enabled, all these features become fully accessible without displaying any upgrade dialogs. ### **Searching for Guests** 1. Log into your [Zeevou account](https://app.zeevou.com).  2. Navigate to **Inbox** on the main menu. 3. Use the search bar to find a guest by name. ### **Managing Folders** - **Default Folder:** The Inbox folder shows the number of unread messages. - If there is even **one incoming message** in a conversation, it will remain visible in the list. When a **new incoming message** arrives, the conversation will move **higher** in the list. If no new messages arrive, it will **stay in its current position**. - **Access Other Folders:** Click the arrow next to **Inbox** to select other folders from the drop-down menu. - **Create New Folder:** Click **\+ Create New Folder** to make a new one. - **Set Default Folder:** Hover over a folder and click the **star** icon to set it as the default. ### **Handling Conversations** - **All Conversations Folder:** Contains all conversations. - **Inbox Folder:** Includes conversations with at least one incoming message. - **Create New Conversation:** - Click the **plus** icon in front of Inbox. - **Booking-Related:** Insert the Guest’s name and Booking Number, then click **Create**. - **Independent:** Type a name, email, or mobile number, then click **Create**. ### **Conversation Options** Click the three dots on a conversation to: - **Mark as Read/Unread** - **Archive** - **Move to Trash** - **Move to Other Folders** - Inside a conversation, you can also **Archive** or **Move** **to Trash** using the three dots. ### **Communications with Guests:** When you open a conversation with a guest who has already booked with you, the **booking details** appear in the right column of the Unified Inbox. This includes: - **Booking Number** (click the icon to open the booking in a new tab) - **Channel** and **Status** - **Property Internal Name** and **Unit Name** - **Access Code** and **Address** (click the copy icon to copy the address) - **Guest Name** and verification status - **Number of Guests** - **Check-in/Check-out Dates & Times** - **Number of Nights** - **Total Price**, **Payment Status**, **Deposit Amount**, and **Deposit Status** You can interact with the guest using: - **Email** - **SMS** (requires ClickSend integration and a valid mobile number) - **Airbnb messaging** via API **Note:** The Airbnb messaging option works only if your property is mapped to your Airbnb listing, the booking originates from Airbnb, and the guest booked or sent an enquiry through Airbnb. Additional actions in the Unified Inbox: - Click the **phone icon** to initiate a call. - Click the **three dots** to **Archive** or **Move to Trash**. ![](https://staticfiles.gleap.io/ghelparticle/kvk56K49BA6gc3qSccb5QMT6Xz68hfcTOfK3iYk7pnsT8d4CfPBL0nxPRwXpHiOykYczXAOdjnw.webp) ### **Managing the Inbox** - Click the **Manage Inbox** arrow on the top right corner. - Select **Settings** or [**Saved Responses**](https://support.zeevou.com/using-zeevou/how-to-create-saved-responses/) from the drop-down menu. ### **Import Business Emails** You can import all your business emails into your Unified Inbox. To do so, navigate to your Organisation’s **Settings**, **Messages** tab, **Inbox Integration** card. Click **Generate Forwarding Address** to create an email automatically ([xxx@mail.zeevou.com](mailto:xxx@mail.zeevou.com)) through which you can forward your emails to Zeevou Unified Inbox. Once emails are forwarded, all staff can send and receive emails from the Unified Inbox without logging into individual mailboxes. **Unified Inbox** provides you with the opportunity to have all your communications in the Zeevou app. You can read more about [Zeevou’s Unified Inbox](https://zeevou.com/features/unified-inbox/) feature.  The Unified Inbox gives access to emails, SMS, and channel communications from one central login. You can [open Zeevou’s Unified inbox](https://hub.zeevou.com/inbox/) now! Messages are arranged in folders, which include:  - **Inbox**  - **Sent** - **All Conversations** - **Draft, and** - **Trash.** ![](https://staticfiles.gleap.io/ghelparticle/aETrBZ2aclpp2988EXCXgBwIc7Xu12GLXH2t0JAf7PuPmvtMeB3gEN8OzuIK3J1DRWqMT2xz5Lb.webp) You can also click **Create New Folder** to add your desired one. All incoming communications enter the **Inbox.** If a new message reply comes to an existing conversation, it will automatically be moved to the Inbox for you. If you click the three dots, a window pops up in which you can select **Marks as Unread, Move to Trash, Move to** or **Remove from.** Note that you can search the Inbox by the name of a guest. ![](https://staticfiles.gleap.io/ghelparticle/79CGWqjVoWMx8iggj0atIiMBqB10PQbrsRZtsoSEwHTOIqIR9nHMYE1u1qgVmgrWp87CIfSO60M.webp) Under **All Conversations,** you can see ALL the communications including the automated emails triggered from the system, inbox, and sent communications. ### **Communications with Colleagues:** You can import all your business emails into your **Unified Inbox**. Once your emails are forwarded, all staff using Zeevou can **send and receive emails directly from the Unified Inbox**—no need to log in to individual mailboxes. In the Unified Inbox, you can view all communications related to: - **Bookings** - **Properties** - **Brands** #### Giving Staff Access to a Brand’s Messages 1. Log in to [app.zeevou.com](https://app.zeevou.com). 2. Click the **gear icon** and select **Settings**. 3. Go to the **Messaging** tab. 4. On the **General Messages** card, click the **pencil icon** next to **Authorized Recipients**. 5. Select the staff members you want to grant access from the drop-down menu. 6. Click **Save**. ![](https://staticfiles.gleap.io/ghelparticle/x7Ik3aPHHO7397wLFWxLSSKCtgaAbfMtBjWDVT0LpbhoYCia3l42STaQwIQsFCTDJ7QPKHJq5HB.webp) Once done, your staff will have access to the Brand’s conversations, and they can use the Brand's email to reply to conversations/questions. ## Unified Inbox as a Helpdesk Tool The Unified Inbox includes helpdesk features that make it easier for your team to manage guest conversations collaboratively. - **Reply Icon:** Displays conversations that have been manually replied to by a staff member, provided no new incoming messages have been received since that reply. - **Internal Notes:** Add private notes to conversations for internal team communication. - **Assignees:** Assign conversations to specific team members to improve collaboration by clicking on **+ Add Assignee**. ## Change the Reply-to Email Address A Reply-To address allows you to send emails from one email address while specifying a different address for recipients to reply to. 1. Log in to **app.zeevou.com**. 2. Click the **gear icon** in the top-right corner and select **Automated Messages**. 3. On that page, click the **gear icon** again (usually near the top), and then choose **Reply to Email Address** from the menu. 4. A side drawer will appear—enter the new email address you want guests to receive messages from. 5. Save your changes. Note that this change **only applies to the “Reply-To” address** for **automated guest emails**—not your general profile or system notification settings. ![](https://staticfiles.gleap.io/ghelparticle/VVjFOM9smtQ8y4k7s6cITAEOy4cHTHvhNeS5IdN6CMflXdr9haotAxJtsuK7GBdGhDifdteXlTp.png) ## AI replies Zeevou’s AI replies is integrated into the **Unified Inbox** and helps hosts respond to guest messages more efficiently. In the first version, hosts have **Suggestion Mode** – AI generates draft replies that hosts can review, edit, or send. **Enabling AI (Beta Flow)** - **If you don’t have the Message Automation Module:** The AI replies is part of the **Message Automation Module**. You can buy message automation module through Upgrade process (Click Upgrade button). - **If you already have the Message Automation Module:** Go to your Inbox and click **Activate AI** **replies** to enable Suggestion Mode. ## **When Suggestions Are Generated** AI suggestions are generated **when the host opens a conversation** that contains: - A guest message is linked to a booking - New guest messages are sent after the last manual host reply ## **How Suggestions Appear** AI replies appear in the reply box with the label:**“Suggested Response:”** Hosts can: - Edit the reply - Send it directly - Delete it and write a manual response The suggestion is not saved as a draft. Once sent, it appears as a normal host message. **Note:** If a user clears a response and reloads the conversation, it is restored. ## **Important Behavior Rules** **New Guest Messages** - If a new guest message arrives **after** a suggestion is generated: - The existing suggestion remains - AI does **not** regenerate a new one - This applies whether the host stays in the conversation or leaves and returns. ( The suggestion will appear in the text box) **Host Interaction While AI Is Generating** AI suggestions will **not be shown** if the host does any of the following while the AI is generating: - Starts typing - Inserts a saved response (template) - Adds an attachment If the host deletes their text: - No suggestion is shown - A new suggestion is generated **only if** a new guest message arrives afterward If the host is typing and a new guest message arrives: - No suggestion is generated ## **Editing Suggestions** The AI label is removed if the host: - Edits the text - Changes formatting - Adds links or attachments - Inserts a saved response Saved responses fully replace the AI suggestion. ## **When Suggestions Are Not Generated** Suggestions are not generated if: - Booking or listing data is missing - The conversation only contains empty messages - A draft already exists - The guest message contains attachments (text-only supported) ## **Roadmap Report** Zeevou’s AI replies is currently in Beta. The current version focuses on **Suggestion Mode**, allowing hosts to review AI-generated draft replies before sending them to guests.Because the AI replies is currently in Beta: - AI responses may occasionally contain incorrect or incomplete information - Hosts should continue monitoring conversations - AI escalates conversations when confidence or data availability is insufficient ## Next ### Autopilot Mode (MVP Release) Hosts will be able to enable AI Autopilot Mode so the AI can automatically respond to guest messages in controlled scenarios. Initial MVP includes: - AI automatic responses - AI Contact identity/persona - AI escalation when data is missing - Notifications for escalated or exceptional AI conversations - Host takeover capability - OTA responder compatibility improvements

Feature

Description

AI automatic responses

AI automatically responds to guest messages when Autopilot conditions are met.

AI Contact identity/persona

AI responses are sent using a configurable AI contact identity/persona.

AI escalation when data is missing

Conversations are escalated to hosts when required booking/property data is unavailable or AI confidence is low.

Notifications for escalated or exceptional AI conversations

Hosts receive notifications when conversations require manual attention or intervention.

Host takeover capability

Hosts can manually take over conversations from AI at any time.

OTA responder compatibility improvements

the OTA Responder and AI replies work together without sending duplicate replies.