During the verification process, guests are usually required to input their first and last names in the Boarding Pass.
Enso Connect then uses this name to change the booking's name. This is done so that, depending on what the guest has entered, the automessages using the field will use the right name.
There is a caveat to this flexibility: it makes it difficult to locate the guest thread sometimes. Learn how to prevent guest's from updating their name here.
Here are some pointers on how to locate the appropriate guest thread.
1. Use the filters
Using a combination of filters for the listing, check-in date and/or check-out date booked.
2. Check all tabs in your search results!
By default, newly synced bookings are placed in the 'Resolved' tab to help with organizational purposes. This categorization remains until an action, such as a guest message or an automated response, moves them to the 'To-Do' or another tab. Conversations are also archived automatically a few days after the last activity. Open them with the Archived Messages button at the bottom of the thread list.
Search only looks in the tab you are on (To-do, Follow-up or Resolved), so check each tab in your search results. You can search by guest name, email, phone, listing name or tag.
3. Search by OTA Confirmation Code
You can also look up a guest by their OTA confirmation code. Enter the full code to find that exact booking.
4. Do a manual sync
Go to Business Settings > Integrations, open your PMS and click Sync Bookings.
Allow about 20 minutes for the sync to complete, then search by name or use the filters in step 1.
The Sync Listings and Sync Bookings buttons are greyed out while a sync is running. A sync normally completes within about 20 minutes, but it may take longer for larger accounts.