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Inbox Overview

All communication and guest data in one place

Updated over a week ago

The Inbox is your centralized hub in Enso Connect for all guest communications and booking-specific information. It streamlines messaging across platforms and gives you full visibility into guest details, verification status, and booking context — all in one place.

With the Inbox, your team can respond faster, stay organized, and provide a more personalized guest experience.

🧾 What Is the Inbox?

The Inbox section centralizes all customer communication in one location, ensuring you never miss an important interaction. In addition to messaging, the Inbox provides access to guest data, booking details, and verification progress.

We recently launched our Inbox 3.0. Learn more about it here!

📚 Here’s what you can expect to explore in this section:

💬 Messaging

Communicate directly with guests through:

  • SMS

  • Email

  • WhatsApp

  • Airbnb

  • OTA messaging

You can also:

  • Generate a guest-specific Boarding Pass link

  • Utilize AI to draft and send responses

  • View scheduled messages for a specific guest


👤 Guest Data

Enso Connect pulls in guest history from your PMS (up to two years prior to integration).

⚠️ Some PMS platforms do not support historical message syncing, which may result in empty threads for older bookings.


🪪 Guest Booking Panel

The right-hand panel within the Inbox displays booking-specific guest information and verification steps.

Here’s a breakdown of what you’ll find:

  • Name, Email & Phone
    Synced from your PMS and updated once verification is complete.
    Note: Airbnb does not provide guest email addresses.

  • Guest Sentiment
    Real-time, AI-generated sentiment based on message tone.

  • Guest Tags
    Add or filter tags to trigger automations or quickly locate messages.

  • Response Time, Language & Notes

    • View guest language, address, DOB, and more (if collected)

    • Add internal notes about the guest or booking

  • Listing Info
    See booking details like check-in/out dates. Click the listing image to open full listing details.

  • Verification Steps
    Track and manage the guest’s progress through:

    • Guest Details: Overwrites initial PMS data and saves new fields to "Custom Fields"

    • ID Collection:

      • Manual or via Superhog → Access via “See Response Time & Notes”

      • Autohost → View via "Custom Fields" under "View Autohost details"

      • Need the full Autohost report? Email [email protected]

    • Agreement: Download signed guest agreements via the three-dot menu next to the “Verified” tag

    • Fees: View purchases and choose to "Collect" or "Refund" directly from the panel

    • Check-in / Check-out Steps: Track the status of guest arrival and departure workflows

  • Custom Fields
    View any additional booking-level fields from your PMS or those collected during verification.

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