How To: Use Inbox – Lynx

How To: Use Inbox

This article details how to navigate and use the Lynx Inbox.

Benefits:

2-way communication with guests and staff: You can send, receive, and manage guest communications from one convenient page in the Lynx portal.
Notify staff of new or pending messages: Configure Smart Workflows to send an email and/or text message to your staff when a new message arrives, or when a message is pending without a reply.
Manage automated Messaging: View and manage your automated Messaging directly from the Inbox interface, with shortcuts to re-send messages, update Template and Automation configuration, and more!

Note: Inbox is a value-add feature, so it won't be enabled by default. To enable the Inbox feature, please reach out to the Customer Success team at success@getlynx.co.

Requirements:

Ensure that Inbox is enabled on your Lynx account. If you have not enabled the Inbox features, please email the Customer Success team at success@getlynx.co to get started.
Set the "Inbox" access permission to "Modify" for any Lynx user(s) that will need to use Inbox. Users without this permission set will not be able to use Inbox. For instructions on how to create and modify user permissions, see How To: Add Users and Set Permissions.
(Optional) Configure Smart Workflows to notify users of Inbox activity. If desired, you can set up one or more Smart Workflows to send a text message and/or email to your staff when Inbox messages are received and/or pending reply. For instructions on how to do this, see How To: Set Up a Smart Workflow for Inbox Messages.

^^back to top of page^^

IMPORTANT: Dispatchable Location Information is always conveyed with 911 calls, regardless of technology used to make the call. 911 call centers will automatically receive the caller's location to assist with dispatching responders quickly and accurately. Dispatchable location information includes the street address of the caller and any additional info, such as a room or floor number, along with any similar information that may be necessary to adequately identify the location of the calling party as quickly as possible.

How to Use Inbox: Searching and Viewing Messages and Threads

	Actions
Step 1: Navigate to Inbox	Navigate to the "Inbox" tab at the side of the Lynx portal.
Step 2: View Message Threads	In the Inbox interface, you will find options to search, filter, and select the messages you want to view. There is a "Search" bar at the top-left corner of the Inbox interface. Below the "Search" bar, you can filter which results you would like to see. Below the search and filter controls, you will find the list of all messages and threads matching your search options. These options are explained in more detail in the next steps.
Step 3: Search for Message Threads	You can type in the "Search" bar to find messages based on the search term you enter here. By default, you can search by the guest's name or phone number. Click the "Contact" button on the left side of the "Search" bar to search by property or stay confirmation code.
Step 4: Filter Options	If you want to view search results with different options, you can use the controls below the "Search" bar to filter the results. Click the "Open" or "Closed" filters to select whether to search Open message threads or Closed message threads. Click the "Filter" button to only view message threads that are linked to the selected stay status: Current, Upcoming, Past, or All.
Step 5: View Selected Message	Click the message thread in the list to view it.

^^back to top of page^^

How to Use Inbox: Creating and Sending Messages

	Actions
Step 1: Navigate to Inbox	Navigate to the "Inbox" tab at the side of the Lynx portal.
Step 2: Click to Create New Message	Click the "New Message" button to create a new message.
Step 3: Select Message Recipient	Click to select whether the new message should be for a guest or a Lynx user.
Step 4: Select Message Options	Select basic options for your new message: Guest/Staff Name or Email: If more than one contact is available, select the desired contact details here. Send Message Via: Select the method you want to send the message: SMS, email, and/or Lynx Guest Portal. Note: The "Guest Portal" option is not available to send messages to staff (Lynx users). Note: SMS is limited in the number of characters as well as formatting you can use. If you select SMS, some templates and other options will not be available.
Step 5: Type the New Message	Scroll down to compose your message. Enter the message's subject line in the "Subject" field. Type the message you want to send in the "Type Here" field. (Optional) Use the "Templates" and/or "Tags" options to insert text into the message. For details on using Tags and Templates, see How To: Use Templates and Tags with Inbox. (Optional) Use the provided tools to change HTML formatting, add emojis, and/or attach files. (Optional) Click the button next to "Add CC:" and/or "Add BCC:" to add any additional recipients if desired. Note: Using the SMS format to send messages will prevent the use of HTML formatting, as well as limiting the number of characters you can send in a single message. This is a limitation of the SMS protocol; Lynx does not control these limitations.
Step 6: Review and Send Message	After composing the message, click the "Send" button to send it.

^^back to top of page^^

How to Use Inbox: Replying to Received Messages

	Actions
Step 1: Navigate to Inbox	Navigate to the "Inbox" tab at the side of the Lynx portal.
Step 2: Select Message Thread	Select the guest message thread you would like to reply to. You can use the "Search" bar to quickly search for and locate the message thread that you want.
Step 3: Compose Message Reply	Select options and type your reply in the provided field. Type your custom message: Type the reply that you want to send in the provided text-entry field. Send Message Via: Select the method you want to send the message: SMS, email, and/or Lynx Guest Portal. Note: The "Guest Portal" option is not available to send messages to staff (Lynx users). Templates and Tags (optional): If desired, you can add Templates and/or Tags to your message before sending. For details on using Templates and Tags with Inbox, see How To: Use Templates and Tags with Inbox. Note: SMS is limited in the number of characters as well as formatting you can use. If you select SMS, some templates and other options will not be available.
Step 4: Review and Send Message	After composing your reply, click to send the message on all the selected delivery methods. Click the "Send" button to send the reply and keep the message thread open. Click the "Reply & Close" button to send the reply and close the message thread. Click the "Close" button to close the message thread without sending a reply.

^^back to top of page^^

How to Use Inbox: Managing Automated Messages

	Actions
Step 1: Navigate to Inbox	Navigate to the "Inbox" tab at the side of the Lynx portal.
Step 2: Select Message Thread	Select the guest message thread you would like to view. You can use the "Search" bar to quickly search for and locate the message thread that you want.
Step 3: View Automation Status	Check the delivery status of the selected message(s). Messages that were sent successfully will include one or more check-mark icons below the message, along with the time that the message was sent. Messages that failed to send will display a red "Failed" icon in the thread below the message, along with the time that the system attempted to deliver the message.
Step 4: Click to see the Automation	You can view and manage the Automation for any message sent automatically from Lynx by clicking the name of the Automation. For more information on how to manage Automations from Lynx Inbox, see How To: See Automation Status in Inbox. If you want to edit and/or re-send a message that failed to send the first time, you can update the configuration and try again. For instructions on how to do this, see How To: View and Manage Failed Automation Status in Inbox.

^^back to top of page^^

How to Use Inbox: Linking a Message to a Reservation

If a guest sends a message to your Lynx Inbox from a phone number which is not associated with a stay, the message will be visible in the Inbox, but not linked to any stays. You can link these "orphaned" messages with an existing stay, enabling easier communication with the guest.

	Actions
Step 1: Navigate to Inbox	Navigate to the "Inbox" tab at the side of the Lynx portal.
Step 2: Select Message Thread	Select the guest message that you would like to update. You can use the "Search" bar to quickly search for and locate the message that you want. Messages from unknown phone numbers or emails will be noted with a "UK" ("unknown) icon, and highlighted with a "This phone number is not linked to any reservation" message.
Step 3: Click to Open Link	Click the "Link Reservation" button to select the stay that you would like to link the message to.
Step 4: Search and Select Reservation	Click the "Link Stay" button next to the stay that you want to link the message to. You can search by confirmation code, guest name, or property. You can also filter by Current, Upcoming, or Past stay status.
Step 5: (Optional) Select Primary or Secondary Guest	If the selected stay includes more than one guest's contact information, you can select whether to link the message to: The primary guest: Click "Link As Primary Guest" next to the primary guest's details. An existing secondary guest: Click "Link As Secondary Guest" next to the desired guest's details. A new secondary guest who is not added to the reservation: Click the "Add Secondary Guest" button to add a new secondary guest. When adding a new secondary guest: Enter the guest's name and email address that you want to link to the phone number.
Step 6: Save Stay and Guest Settings	When you have selected the reservation and guest details that you want to link to the phone number and message thread, click the "Save" button.

^^back to top of page^^

Learn more about Lynx Inbox here.