Inbox, OTA Inbox & Contacts

Inbox (/admin/inbox)

The unified messaging inbox for resident and prospect conversations on LINE and WhatsApp. The sidebar badge shows unread conversations.

• + Filter narrows the list by channel, status and staff, plus Unread and Archived (archived conversations stay hidden unless you add that pill). Staff is Unassigned shows conversations nobody owns yet — assign yourself before replying.
• The screen has three panes: the conversation list, the conversation, and a details panel on the right — who this is, the resident they are linked to, the assignee and status, and the AI's read of the topic. The panel icon in the conversation header shows or hides it. Below about 1280px wide the three panes do not fit, so the details open as a drawer over the conversation instead; on a phone the conversation list and the open conversation take turns, and the back button in the conversation header (or the phone's Back) returns to the list. The OTA Inbox and the AI chat page behave the same way. On a phone the list's search and filter button stay at the top while you scroll, and the conversation header is one line: the name, Resolve and ⋯. The assignee, the status and the rest of the details are under ⋯ › Conversation details.
• Conversations can be linked to a resident (reservation). "Not linked" means the dashboard doesn't know who this is yet — link it from the details panel (or ⋯ → Link to a resident in the header) so the conversation appears alongside the resident's record and history. When the dashboard recognises a resident by their phone number, the panel asks Looks like a resident — Link resident or Not them.
• Reply directly from the inbox; the message goes out on the original channel. Each of your replies shows its delivery state underneath — Sent, Delivered, Read, or Not delivered with the provider's reason. Attach photos, videos or documents (PDF, Word, Excel, PowerPoint or a text file, up to 25 MB) with the paperclip, by dragging them onto the reply box, or by pasting them; ⌘/Ctrl + Enter sends. On WhatsApp a document arrives as the file itself, under its name. LINE cannot receive files from a business account, so there the resident gets the file's name and a download link that works for 7 days; after that, send it again. Documents are stored privately: only that link, or someone signed in to the dashboard, can open them.
• Reply to one message in particular: hover over it and click Reply (the arrow). The reply box shows what you are answering, and the customer sees the quote in WhatsApp or LINE too. Esc or × cancels.
• Reactions (WhatsApp only): hover over a message, click the smiley and pick an emoji — the customer sees it on their message. Pick it again to remove it. The team shares one reaction per message, because the customer sees one business. A customer's own reactions appear under the message they reacted to. LINE does not let a business account react, so there is no smiley on LINE conversations.
• Resolve in the header closes the conversation when it is dealt with (Reopen brings it back). The arrow beside Send also offers Send and resolve and Send and mark pending, to reply and set the status in one step.
• WhatsApp reply window: WhatsApp only lets a business reply freely for 24 hours after the customer's last message. The header counts the time left; the list warns Reply window closes in 4h when a customer is waiting and time is running out. Once it closes, the reply box is replaced by a note until the customer writes again.
• Scrolled up reading older messages? New ones no longer pull you down — a new messages pill appears at the bottom instead; click it to jump to the latest.
• Mark as unread and Archive are in the details panel and under ⋯. Mark as unread puts a conversation back among the unread ones to deal with later; a new message brings an archived conversation back.
• ✦ Improve polishes what you typed — grammar, spelling, clearer and friendlier wording — in the same language and with the same meaning. It never adds facts. ↶ Undo restores your text until you type again; taking the AI's suggestion with Use reply can be undone the same way.
• Suggested reply: when a customer writes in, the AI's suggested answer appears as a highlighted card above the reply box, with the topic, how sure it is and who usually handles it. Use reply puts it in the box for you to edit before sending; Regenerate asks again; × hides it. It is never typed in or sent unless you choose it. With no card showing, the ✦ icon in the reply box asks for one, even after you have already replied. It always answers: with the card, with No reply needed, or with a line under the reply box saying why there is no suggestion (for example, nothing from the customer to reply to yet).
• Add to KB reads the conversation and suggests knowledge-base entries worth keeping — general facts, never the customer's personal details. Nothing is saved until you review each suggestion, choose Customer KB (answers residents; used by Moly and by AI reply drafts) or Staff KB (internal know-how), and click Save.
• Auto-replies for common questions are configured under Settings → Automation → WhatsApp auto-reply. An auto-reply is never sent when someone has already replied after the customer's last message, or when the suggestion repeats something the conversation already said in the last 30 days (a staff reply or an earlier auto-reply). The suggestion stays in the inbox for you to decide. (Not to be confused with Settings → Auto-Replies, which is a different feature: canned first replies on resident maintenance tickets. See Settings.)
• ⋯ → This is a staff member (LINE only) — if a LINE conversation is actually a colleague rather than a resident or prospect, link it to their staff profile with this action. Their later messages are then answered automatically from the Staff Knowledge Base and stop arriving here, and this conversation is archived. Use it only for real staff: it silences that LINE account in the inbox until someone unlinks it from Settings → Staff members. Requires Settings → Automation → LINE staff assistant to be ON; while it's off, linked staff keep landing in the inbox as normal.

OTA Inbox (/admin/ota-inbox)

Guest messages from OTA platforms (short-stay / minpaku bookings) in the same conversation format: read, assign, and reply to platform guests without leaving the dashboard. Keep OTA guest communication here rather than in personal accounts so the whole team can see it.

The conversation view, the details panel, Resolve, Send and resolve, ✦ Improve and Add to KB work here exactly as in the Inbox. Reply to a particular guest message works too — the quoted message is included in the email. There are no reactions on OTA messages. Replies reach the guest by email through the platform's relay address; until the guest has written in with one, the reply box is replaced by a note saying so.

Contacts (/admin/contacts)

Every inbound form submission from the websites: Inquiry (general/property questions), Owner Inquiry (property owners offering buildings), job applications and cleaning requests. Viewing requests are not here: they have their own page, Viewings, which follows each one from the request to the booking.

• + Filter narrows by type and source (which site/page the lead came from). Source starts as Source is Our websites; remove that pill to see every source.
• Schedule Showing on an inquiry books a viewing for that person. It then appears on Viewings.
• Click a row for the full message and reply/action options.

Quick answers

• "A resident messaged on LINE about rent" — Inbox → find the conversation (link it to the resident if not linked) → answer; check their Payments tab in Rent Roll first so your answer is accurate.
• "Who is handling this inquiry?" — the assigned staff on the conversation/contact row; unassigned means nobody yet.
• "Lead asked for a viewing tomorrow" — Viewings → To Schedule → the request → Confirm a slot that works with the Schedule page.