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How To: Compose Messages in Inbox

Devanshu Yadav
  • Updated

How To: Compose Messages in the Inbox

 

Overview

The Inbox feature in the Lynx portal allows you to effortlessly communicate with your guests or staff via text or email. This guide will take you through the steps to compose and send messages effectively. By following these steps, you'll be able to effectively communicate with your guests and staff through the Lynx portal.

 

Benefits of Composing Messages in the Inbox

  • The compose message feature enables quick and easy communication with guests and staff.
  • By linking messages to specific reservations, you can tailor your communication to individual guests, enhancing their experience and fostering a sense of connection.
  • The option to select between guest and staff messages allows for better organization and clarity in communications, ensuring messages reach the intended recipients without confusion.
  • Starting with templates streamlines the message composition process, allowing you to save time on common messages while still maintaining a personal touch by modifying content as needed.
  • The functionality to add multiple recipients (including CC and BCC options) ensures that everyone relevant is kept in the loop, facilitating better team collaboration and communication.

Steps to Compose a Message

Actions
Step 1: Accessing the Inbox Navigate to the Inbox Tab: Click on the Inbox tab located on the left side menu of the Lynx portal.

 
Step 2: Select Guest or Staff
  • Click the "+" button at the top of the left panel to initiate a new text or email.


     
  • Select if you want to communicate with the Guest or the Staff.



     
  • Creating a Message for Guests: You can create a personalized message for guests that makes guests feel valued and welcomed, informs guests about essential details, such as check-in procedures, house rules, and amenities, ensuring they have a smooth experience.

     
  • Creating a Message for Staff: You can convey important updates and instructions to ensure everyone is on the same page regarding operational matters, such as check-in/check-out procedures, maintenance schedules, and guest requests.

 
Step 3: Message to Guest
  • If you want to associate your message with a specific reservation, you will have the option of linking the Reservation by clicking on select stay:


     
  • Once you click on Select stay, it will show you the list of properties. You will need to select the property on which the guest has booked the reservation:



     
  • Choose the property and click on Select. It will show you the list of Current, Upcoming, and Past stays. You can also search for the stay confirmation code.

     
  • Choose the guest from the list and click on Link to link the stay:


 
Step 4: Message to Staff
  • To message a staff member, please select the option 'Create Message for Staff'.
  • Click on the Search option for the staff member and click on + Add Another Recipient to add more staff members:

     
Step 5: Composing Message

 

  • Select either Email, Text, or Guest Portal based on how you wish to communicate.
Note: Guest portal option won't be listed for Staff Members as Guest Portal is only for Guest usage.



1. For Email: Include a subject line in the Subject field; you can also choose BCC and CC.

2. For Text: Keep messages concise, as SMS has a character limit of 1600. This limit is calculated after tags or templates are replaced with their corresponding values from the reservation or property.

3. For Guest Portal: Keep your message concise. The guest portal doesn't require a Subject.

 

  • Click "+ Add Another recipient" to include multiple recipients. For email, you can also add CC and BCC by clicking "+ Add CC:" or "+ Add BCC:".
  • Type your message in the provided text box. Remember to add a subject if you're sending an email.
  • You can also use the existing template under Templates and Tags from the Right side menu:



     
Step 6: Selecting a Phone Number (Multiple Numbers)

If the guest has more than one phone number on file — for example, when a PMS sync retains both an old and a newly updated number — the Lynx portal will automatically display a phone number selection prompt before the message is sent.

  • When the prompt appears, click to select the specific phone number you want to use for this message thread.
  • After sending, the Inbox will display a clear indicator showing which number was used.
  • For all future replies in this thread, the Lynx portal will automatically use the selected number — no further prompts will appear.
Note: The phone number selection is a one-time choice per thread. Once selected, it cannot be changed within the UI. The prompt will only appear when a thread has multiple phone numbers attached to it.

 
Step 7: Send Message Send Your Message: Click the Send button to deliver your message.

 

Make sure to give each User the correct messaging Permission. See the different views for each permission. You can refer to the following article: Understand: User Permissions

 

Important Considerations:

  • Reservation Linking: If your message is linked to a reservation, you can utilize tags to pull specific stay-related information into your message.
  • Message Templates: To save time, use a Message Template for frequently communicated information.
  • Replies Management: Now you can use Inbox to reply to guest messages.
  • Multiple Phone Numbers: If a guest has more than one phone number on their profile, you will be prompted to select the correct number before sending an SMS. This selection applies to the entire thread going forward and cannot be changed after it is made.
Lynx_Logo.png Learn/ Read How To: Use Templates and Tags with Inbox here.

 

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