The Booking Panel is a comprehensive tool that helps you manage guest communications and bookings efficiently. This guide covers the key components of the interface, including:
Navigation through different platform sections
Message categorization and management
Detailed guest information and booking details
Guest journey tracking and verification status
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1. Menu
Navigate between platform sections—Dashboard, Listings, Messages, CRM, and Business Settings
Note: Specific sections may be accessible based on the permissions granted to you as a user. Some of these sections might not be available based on your permissions.
2. Inbox Views
Views allow you to filter conversations and quickly locate the conversations your team needs to stay on top of. You will see default views such as Pending Actions, Checking-in Today, Checking-out Today, Guests In-house.
Note: The inquiries section relies on the PMS' support of the feature. Some PMS do not support inquiries; therefore, this section will show blank.
3. Saved Inbox Views
You can also set up your own customized views! Learn more about Inbox views here and add some recommended views listed here.
4. Add a contact
Allows you to manually add a contact into Enso Connect. Especially useful for adding your cleaning team, maintenance staff, or owners. Depending on the contact type (Guest, Owner, Cleaner, Maintenance) the inbox will automatically sort them into their corresponding Inbox view.
5. Search the inbox
A simple search box to look up guests or contacts within the inbox. This is a non-case-sensitive search using first name, last name, email address or OTA confirmation code.
6. Message Categories
On Enso, you can organize your messages by using categories such as to do, follow-up, resolved, or snooze for later. Learn more about the categories here!
7. Message Quick Actions
Allows you to execute quick actions on the thread, such as Mark as Unread, Mark as Resolved, Follow up Tomorrow, and Archive conversation. This can be done without opening the thread.
8. Guest Sentiment
The guests sentiment is based on the flow of the conversation with the guest. This is identified and marked by Enso AI but can be overridden by the user. Use this to target your post-stay experience reviews! Here's how.
9. Guest Type
The type of contact the thread is with - Guest, Owner, Maintenance, Cleaner.
Booking details will automatically hide if the contact is marked as anything but 'Guest'.
10. Message Thread Actions
Similar actions and effects to the Message quick actions but this is done from within the thread.
11. Message information Ribbon
To access the full conversation thread, simply head over to the Messages tab. Check out the Notes tab for any notes that have been added to the conversation. You can also review all upcoming Auto-messages in one place and make any necessary modifications or cancellations.
12. Guest Logs
Shows the chronological order of the events that took place for the guest in the thread, including any purchase of an upsell, when the locks were used, and when the booking was confirmed.
This feature is not yet available in all accounts. However, our support team would be more than happy to assist you in the meantime by checking the logs.
13. Messaging method selector
Allows you to select the messaging method that you'd like to use before composing it. Airbnb, Booking.com, VRBO, WhatsApp icons will show when they apply.
14. Enso AI message compose helper
Give Enso AI a prompt so you can get started with your response!
15. Compose message box
This is where you can edit the content of the message!
16. + Button
Allows you to retrieve the Boarding Pass link for the guest or add attachments.
17. Send/Schedule actions
Send now, or schedule for later. Learn how to schedule messages here!
18. Booking Panel
All relevant bookings for the guest - Active, upcoming, and past bookings.
19. Bookings details
Shows guest-specific booking details:
a. Listing name and group
b. Booking channel and status
c. Check-in and check-out dates and times, guest count,
d. Payment amount and status
e. Booking tags
20. Guest Journey
Displays the guest's current position in their journey with an "Active" indicator. Shows which steps are applicable and allows manual skipping of steps via the three-dot menu.
Learn how to manage each step:
Verification status (Unverified/Verified): indicates whether the guest has verified their booking, which determines their access to check-in instructions.
A three-dot menu next to the verification indicator provides options to download the verification report and signed agreement.
Fees: displays applicable fees and payment status, with "Refund" or "Collect" buttons available in the expanded view.
21. Upsell Approval, Access codes, Custom Fields, payments
Access codes: displays the automatically generated codes for the booking.
Custom Fields: shows all custom fields imported from the PMS and additional information from the Boarding Pass collected fields
If you use Autohost, you can click the 'See Autohost Details' button in the custom fields to display all of the Autohost information.
If you use Superhog, you will see if the guest has been verified by checking the 'Superhog is Verified' status of 'True' or 'False'. For more details on why the Superhog verification failed, please contact [email protected] with the guest name.
Pending upsell requests that require manual approval will show here and will show the approve/deny buttons.
Payments made will also show in this section with the status, amounts, and other pertinent information regarding the payment.
22. View Boarding Pass
See the live version of the guest's Boarding Pass. Useful when you need to validate and troubleshoot something with the guest.
23. Booking Notes
Notes regarding the booking that you'd like all users to see. These are different from the notes in the conversation!
24. Guest details
Assignee: The owner of this conversation.
Followers: Users within your team who are following the conversation.
Guest tags: Manually added tags to this guest.
Response time: Shows the time it took for your team to respond to this guest on average.
Name, email, phone—edit these by double-clicking the name, phone or email field
Language preference: taken from guest's selection in the guest information collection step or detected automatically from browser settings