During the verification process, guests are usually required to input their first and last names in the Boarding Pass.
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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.
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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.
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Here are some pointers on how to locate the appropriate guest thread.

Using a combination of filters for the listing, check-in date and/or check-out date booked.

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.

Search also matches a guest's previous names. If the guest changed their name in the Boarding Pass, or someone edited it in Enso, search for the original name and the thread will still show up under the new name. Names changed before October 20, 2026 may not be searchable by their old name.

You can also look up a guest by their OTA confirmation code. Enter the full code to find that exact booking.

Go to Business Settings > Integrations, open your PMS and click Sync Bookings. Once the sync completes, search by name or use the filters in step 1. The time needed depends on the number of bookings being synced for the selected period.