Understanding: Inbox

Understanding: Inbox

This article details the features and functions of the Lynx Inbox interface.

Lynx Inbox enables two-way communication with guests using SMS (text messaging), email, and the Lynx Guest Portal - or any combination of the three! Customers can send and receive messages between guests and staff in one convenient, easy-to-use interface.

1. Benefits
2. Requirements
3. Overview of Inbox Interface
4. Description of Inbox Interface/Features (General)
5. Left Panel: Searching and Managing Message Threads
   • Search Bar
   • Create New Message
   • Filter Messages (Open/Closed + Stay Status)
6. Top Panel: Thread Information
   • Stay Information
   • Guest Details
   • Property Details
7. Right Panel: Templates and Tags
   • Templates Search
   • Tags Search
   • Tags Categories
8. Center Panel: Inbox Message Thread Window
   • Message Threads
   • Open vs. Closed Threads
   • Sending and Replying to Messages
   • Message Types
9. Automation Management
   • Viewing Automation Status
   • Troubleshooting
10. Reply to Guest to a Specific Number
    • How It Works
    • Primary Use Cases
    • Benefits
    • Important Limitations

Benefits:

• 2-way communication with guests and staff: Customer 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 staff when a new message arrives, or when a message is pending without a reply.
• Manage automated Messaging: View and manage automated Messaging directly from the Inbox interface, with shortcuts to re-send messages, update Template and Automation configuration, and more!
• Guest Portal Chat (NEW!): Use Inbox to communicate directly through the Guest Portal using our server-based Chat feature - no email or texting needed! Guests can send and receive Chat messages right from the Guest Portal, and view all email, SMS, and Guest Portal Chat messages regarding their stay, all in the same message thread.

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 customersuccess@getlynx.co.

Requirements:

• Ensure that the Inbox feature is enabled. If Inbox has not been enabled, please email the Customer Success team at customersuccess@getlynx.co for assistance in setting this up.
• Set the "Inbox" access permission to "Modify" for any Lynx user(s) that will need 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, the customer can set up one or more Smart Workflows to send a text message and/or email to 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.

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Overview of Inbox Interface:

The Inbox interface contains multiple sections to locate, send, receive, and manage communications with guests and staff. The guide below will help understand how to use each of these sections to easily navigate the Inbox interface.

Description of Inbox Features/Interface (General):

1. Search Bar: Customers can search for messages and threads by guest name/phone number, property name, or stay confirmation code.
2. New Message button: Customer can create a new message to staff or guests, even if Customer have not received a message from that person yet. For detailed instructions on creating a new Inbox message, see How To: Compose Messages in Inbox.
3. Filter Bar: Customer can select whether to view Open or Closed message threads, and filter by stay status (All, Current, Upcoming, or Past).
4. Message thread list: All messages/threads matching the current search criteria will be displayed in the list.
5. Thread information: The customer can see details about the recipient of the selected message thread here. For guest messages, this will include the guest's contact information and stay details, while messages to Lynx users will include their contact and account details.
6. "Next" button: This will select the next thread in the list.
7. "Full Screen" button: Expands the Inbox interface to a full-screen view by hiding the side menu and top header bar. Click the button again to return to normal view.
8. Templates/Tags/Help: Click Templates or Tags to select and insert these elements in the text-entry field (see #10 below) as text for an outgoing message. The "Help" button opens the Knowledge Base article on using the Inbox. For more information on how to use Templates and Tags with Inbox, see How To: Use Templates and Tags with Inbox.
9. Message thread view: See all sent and received messages for the selected thread here. Each message will include the time and date it was sent or received, along with the method(s) used to send it. This panel also allows Customer to manage Automations for selected messages.
10. Text-entry field: Customer can type and edit the text of a message that Customer want to send to the recipient of the selected thread here. Customer can also use Tags and/or Templates to dynamically enter text in this field.

11. Message Type selector: Click the icons to select how to send the message: SMS, email, and/or Guest Portal Chat. Customers can select more than one option to send the same message using all of the selected methods.

     

    Note: Selecting the "SMS" option will limit the formatting and character count of the text Customer can enter and send, and disable any Templates that are not configured for SMS. These limitations are part of the SMS messaging protocol; Lynx does not have the ability to change these limitations.

     

12. Sending Options: Click the "Send" button to send the message currently displayed in the text-entry field, and leave the message thread open for further replies. The customer can also click the "Reply & Close" button to send the message and then close the thread, or click the "Close" button to close the thread without sending a message.

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Left Panel: Searching and Managing Message Threads

The left panel in the Inbox interface can be expanded or collapsed depending on the user's preferences - just click the expand or collapse button to expand or collapse the panel. The customer can still access some functions with the panel collapsed, but expanding the panel provides access to additional functionality. See below for a description of each button's usage.

Left Panel: Collapsed View	Left Panel: Expanded View

1. Search Bar: Customers can search for messages and threads by guest name/phone number, property name, or stay confirmation code.
2. New Message button: Customer can create a new message to staff or guests, even if the Customer has not received a message from that person yet. For detailed instructions on creating a new Inbox message, see How To: Compose Messages in Inbox.
3. Open Threads: Displays the current number of open message threads. Select to view all open threads matching the current search criteria and/or filters.
4. Closed Threads: Displays the current number of closed message threads. Select to view all closed threads matching the current search criteria and/or filters.
5. Filter Bar: Click to filter by stay status (All, Current, Upcoming, or Past).
6. Message thread list: All messages/threads matching the current search criteria will be displayed in the list.

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Top Panel: Thread Information

Customers can see details about the recipient of the selected message thread here. For guest messages, this will include the guest's contact information and stay details, while messages to Lynx users will include their contact and account details.

Note: Customer may sometimes see a message that is missing the reservation details - this can happen when a guest sends a message from a phone number that is not linked to their stay. For instructions on how to link the message to a stay, see How To: Link an Orphaned Inbox Message to a Stay.

1. Thread Details: This panel provides details about the message recipient. For guest message threads, Customers can view information about the guest and their stay:
   • Property Name: Displays the property name that the guest's stay is synced to.
   • Property Address: Displays the address of the property that the guest's stay is synced to.
   • Check-In: Displays the check-in date and time of the guest's stay.
   • Check-Out: Displays the check-out date and time of the guest's stay.
   • Confirmation Code: Displays the confirmation code of the guest's stay.
   • Guest Name: Displays the name of the guest that the message thread is communicating with.
   • Guest Phone: Displays the phone number of the guest that the message thread is communicating with, if available.
      
   • Guest Email: Displays the email address of the guest that the message thread is communicating with, if available.
2. "Next" button: Click to select the next thread in the list.
3. "Full Screen" button: Click to expand the Inbox interface to full-screen view. Click the button again to return to normal view.
    

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Right Panel: Templates and Tags

The right-side panel in the Inbox interface provides access to Templates and Tags, enabling the Customer to insert pre-configured Templates and dynamic Tags related to the guest's stay.

The left panel in the Inbox interface can be expanded or collapsed depending on the user's preferences - just click the expand or collapse button to expand or collapse the panel. The customer can still access some functions with the panel collapsed, but expanding the panel provides access to additional functionality. See below for a description of each button's usage.

Note: For detailed instructions on using Templates and Tags with the Lynx Inbox, see our full article here: How To: Use Templates and Tags with Inbox.

Right Panel: Collapsed View	Right Panel: Expanded View

1. Templates: Click to expand the list of Templates, and select one or more to insert wherever the cursor is positioned in the text-entry field.
2. Tags: Click to expand the list of Tags, and select one or more to insert wherever the cursor is positioned in the text-entry field.
3. Help: Click to open the Lynx Knowledge Base article for Inbox.
4. Search Bar: Search for Templates or Tags within the selected category.
5. List of Templates/Tags: Click any Template/Tag in the list to insert wherever the cursor is positioned in the text-entry field.
   • When selecting Templates, the Customer can click the icon on the left side of the Search Bar to select a Template category.
   • When selecting Tags, each category will be displayed below the Search Bar. Click to expand a Tag category in the list.

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Center Panel: Inbox Message Thread Window

The center panel of the Inbox allows Customers to view message threads, and reply to received messages via email, SMS, and/or the Lynx Guest Portal. This panel displays the initial messages sent by Lynx Messaging to guests, allowing customers to verify the successful delivery of messages via email or SMS.

Note: For detailed instructions on sending and replying to messages with Lynx Inbox, see How To: Use Inbox.

1. Sent Messages: Any messages sent to the message thread recipient (guest or staff) will be visible on the right side of the thread.
2. Received Messages: Any messages sent by the thread recipient (guest or staff) will appear on the left side of the thread.
3. Text-Entry Field: Click in this field to type the message the Customer wants to send to the recipient. Customers can insert Templates and/or Tags in this field as well.
4. Formatting: Click this button to display formatting options.
   • The SMS protocol has limitations that prevent HTML formatting, so any messages sent via SMS will have limited formatting options.
   • Messages sent via email and/or the Guest Portal Chat can use full HTML formatting.
5. Attachments: Click this button to attach files to a message before sending.
6. Message Type Selector: Click to enable or disable each message delivery method: SMS, email, and/or Guest Portal Chat.
   • The customer can send the same message through multiple delivery methods by selecting more than one option here.
7. Send/Close: Click the desired button to send the reply and/or close the message thread.
   • Click the "Send" button to send the message currently displayed in the text-entry field, and leave the message thread open for further replies.
   • Click the "Reply & Close" button to send the message and then close the thread.
   • Click the "Close" button to close the thread without sending a message.

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Automation Management:

Lynx Inbox enables customers to view and manage the status of Messaging communications sent directly from the Inbox interface, without having to search for the guest's information in Stays or Reports.

Note: For detailed information about managing Automations with Lynx Inbox, see How To: View and Manage Automated Messages with Inbox.

1. Automation Name: Displays the name of the Automation that sent the message. Click here to view and manage the selected Automation details.
   • Note: Messages that were sent manually through Inbox will not display an Automation.
2. Delivery Information: Displays the delivery status of the message (Delivered/Sent/Failed), along with the time that the message was sent.
   • For a detailed description of what each delivery status means, see Understanding: Delivery Status of Different Message Types in Inbox.

Important Notes:

Flexible Email Subjects: You no longer need to create a brand-new template just to change a subject line! You can now define your Email Subject directly at the Automation level.
The Benefit: This allows you to reuse a single email template (like a "Check-in Guide") across multiple different automations while giving each one a unique, customized subject line for your guests.

Enhanced Automation Insights: We've improved how you manage your property workflows. You can now see exactly how many automations you have active at a glance.
What's New: We have introduced Advanced Filtering options. Whether you are managing five properties or fifty, you can now quickly sort and find the specific automation you need to edit or review.

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Reply to Guest to a Specific Number

When a guest has more than one phone number saved in their profile, Lynx Inbox now allows staff to explicitly choose which phone number to use for their SMS reply. This commonly occurs when the Lynx portal syncs with a Property Management System (PMS) and retains both an old and a newly updated phone number on the guest's profile.

The Lynx portal automatically detects when multiple numbers are associated with a thread and displays a simple selection prompt — so staff never have to guess which number to use. Once a number is selected, the portal routes all future messages in that thread to the chosen number automatically.

How It Works:

1. The Lynx portal receives a data sync from the Property Management System (PMS).
2. If the guest has updated their contact info, the Lynx portal retains both the old phone number and the newly updated phone number on their profile.
3. A staff member navigates to the Inbox and drafts a reply to the guest.
4. Because there are multiple phone numbers associated with this thread, the Lynx portal automatically displays a selection prompt on the screen.
5. The staff member clicks to choose the specific phone number they want to use for this message.
6. The message is sent, and the Lynx portal displays a clear indicator showing exactly which number was used for the communication.
7. For all subsequent messages in this ongoing conversation, the Lynx portal automatically remembers the chosen number and continues to use it without prompting the staff member again.

Primary Use Cases:

• When a guest's phone number is updated in the PMS, resulting in both the old and new numbers being imported into the Lynx portal's Inbox.
• When a staff member needs to ensure a manual reply goes to the correct, active mobile device.
• When a property management team needs to review a past message thread and verify exactly which phone number was used to contact the guest.

Benefits:

• Frictionless Guest Experience: Prevents guests from missing crucial communications by ensuring messages are intentionally sent to their active, updated phone number.
• Operational Efficiency for Staff: Removes the confusion of dealing with multiple contact numbers by allowing staff to pick the correct one directly within the Inbox UI. The number selection is a one-time step — all future replies in that thread automatically route to the previously selected number.
• Improved Transparency: Clearly displays which specific phone number was used to send a message when multiple numbers are present on a thread.

Important Limitation: The phone number selection is currently a one-time choice per message thread.

- Once a staff member selects a phone number for an ongoing thread, they cannot switch back and forth or change their selection later.
- If a staff member selects the wrong number by mistake, this action cannot currently be undone within the UI. The product team plans to address this in a future update.
- The number selection prompt will only appear if a thread actually has multiple phone numbers attached to it.

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Learn more about how to use Lynx Inbox here.