Currently, the inbox lumps together messages sent to the same email address. For guests with multiple bookings, particularly multiple bookings on different dates, this causes variable information to be unpredictable when the guests name is selected from the left hand sidebar in the inbox.

For instance:

John Smith made an inquiry on property A, and a quote is opened. He receives some automated communication about Property A that pulls in variables from Property A's listing .

John Smith then changes his mind and books property B.

John Smith receives our automated confirmation email for property B, which pulls in variables from property B's listing.

John Smith then replies to that email.

Our guest services rep sees a new message in the inbox, and opens the inbox tab.

Not only are messages for Property A and Property B in the same thread, there seems to be a high likelihood that the reservation Hostfully displays to the right of the message window is not the confirmed booking for Property B, but the Quote (or in some cases cancelled/past reservation) for Property A.

Our reservationist replies to John's message with one of our templates, that included variable data, but since Hostfully has populated data from the Property A Quote, John Smith gets the wrong information.

There is no way that I can see to ensure the correct Reservation/Inquiry loads in the inbox, nor to change between multiple reservations under the same email address in the inbox.

In the event where a guest has multiple bookings, under one email address, conversations for all the bookings are jumbled in a single thread.

The only reliable way I have found to ensure that you are messaging a guest about the correct reservation, is to click into the reservation from the Calendar or pipeline and select "send a message" to open the inbox.

This is not intuitive, and has already lead to several instances of guests receiving incorrect information.

In a perfect world, each individual lead would have its own message thread, with message threads sorted by individual email.

So if John.smith@email.com had 7 leads associated with it, 5 past bookings, 1 future booking, and 1 inquiry, then searching John.smith@email.com would filter the inbox down to 7 threads, each one clearly marked with the guest name, email, property and stay dates.

Clicking into those threads you would find all the messages associated with that lead, rather than all the messages ever sent to that email address.