Centralize all your communication in the Unified Inbox and manage effortlessly

The Unified Inbox is Avantio's unified inbox that gathers all your conversations in one place, regardless of whether the booking comes from your web, a portal, or was created manually. Conversations are organized by person or user, allowing you to follow the thread naturally and easily, no matter the originating channel.

Additionally, if the portal is compatible, you can maintain communication directly through its messaging system (like Airbnb, Booking.com, or VRBO).

Main Advantages

Everything in one place: communicate with guests, owners, and suppliers without losing information.
True centralization: avoid checking multiple inboxes, have all history unified, and eliminate duplicates.
Agility in your team: respond quickly with short messages or using templates.
Better guest experience: being more available, travelers share key details like arrival time, allowing for a flawless welcome.
No additional cost: the module is included in your Avantio subscription.

Quick Access to the Unified Inbox

Log in to your VRMS.
Click on the messaging icon in the top bar.
Or, access a booking: VRMS → Bookings → Booking list → "Full view" button
.
Enter the "Messages" tab and select "View messages."

Main Sections in the Agency View

The Unified Inbox displays three key columns: Messages, Conversation, and Booking.

1. Messages

View of all initiated conversations, sorted by the date of the last message.
Preview with icon and user name (guest, owner, or supplier).
Quick search by username or booking reference.
Advanced filters: date, booking status, sales channel, assigned agent, among others.
Identification of unread messages (red dot + number).
Options to mark as read or start a new conversation.

Useful Tip

Use quick filters (like "Unread") to prioritize responses and avoid delays.

2. Conversation

Space where the dialogue with the user takes place.

Clear identification of the interlocutor and their role.
Quick actions according to the type of user:
- Tourist → view profile and bookings.
- Owner → view profile and bookings.
- Supplier → view profile and tasks.
Visual differentiation: agency messages (right) and user messages (left).
Possibility to send text, images, or templates (depending on portal compatibility).

3. Booking

Provides context of the conversation in three blocks: Booking, Occupant, and Accommodation.
If a user has multiple bookings, the system prioritizes in this order:
- Current booking.
- Next booking.
- Last booking.

Default Response Path Configuration

You can set a default path for manually sending messages in the Inbox, reducing clicks and optimizing daily communication.

View for Tourists, Owners, and Suppliers

Tourists and Owners: have two columns (Booking and Conversation).
Suppliers: only see the Conversation column and can send quick messages to the agency.
Restricted Access: owners and suppliers access only the information authorized by the agency.

New Message Notifications

For Agencies

If about 10 minutes pass without opening a message, a notification email is sent with a summary of unread messages and a direct link to the Inbox.
Notification settings:
- By user: each one decides if they want to receive emails in their personal email.
- By company: a copy can be sent to the company's general email.

If the company wants to receive only in its general email the notices of "You have a message to read," it must be configured in the company settings.
If, in addition, a specific user wants to receive those notifications in their personal email registered in the VRMS, they can enable it from the user notification settings.

For Tourists, Owners, and Suppliers

They receive automatic emails with their new messages.
If there are several, they are grouped into a single email.
It is not possible to reply from the notification: only from the Unified Inbox.

Push Notifications

Allow you to receive immediate alerts on your computer or mobile, even outside the app.
Require enabling floating notifications in the VRMS and giving consent on the device.
Only appear if the session is active on that device.

Example: while checking your personal email, you receive an immediate alert of a new message in Unified Inbox. To use this feature, you must first activate it in the VRMS. Note that push notifications will only appear if you have given your consent to receive them on your device and have enabled the floating notifications configuration in the VRMS.

Types of Notification

Floating (temporary message that appears in the bottom right bar of the VRMS).
Email (new text message).

Pending Push Notification Permission

Appears once the floating notification is activated. Each icon includes an explanation of the type of notification it represents.

Specifications

In the Inbox configuration, users can define which notifications they want to receive as floating notifications. This configuration is unique and allows them to be received in two ways:

When the user is inside the app → as a floating notification (toast).
When the user is not using the app, although still connected → as a push notification.

To receive push notifications, the permission must be activated on each user's device.

If floating notifications are activated but permission is not granted on the device, the user will only see notifications when inside the app.

Both types of notifications work in parallel if the user is connected on multiple devices: for example, the same notification can appear on both the computer and mobile at the same time.

The user will only see notifications (push or floating) if they are logged in on the device. If the session has expired, they will not receive notifications; therefore, it is essential to ensure the session remains active.

Attention to Details

Remember the configuration difference:

Inbox → Email: notifications to the user.
Company Configuration: notifications to the general email.
Floating Notification: configurable only by the user on their device

How Messages Are Displayed According to Profile

Property Manager: complete view of all centralized conversations.
Tourist: finds a "Chat" section in their Online Check-in (or similar interface if not active). Also receives emails with a direct link.

Useful Tip

Remember to check the specific compatibilities with Airbnb, HomeAway/VRBO, and Booking.com, as each portal has its own particularities.

Owner: accesses only the messages of the corresponding booking, with information visible according to the agency's permissions.
Supplier: accesses from their intranet in the services section, with a dedicated column for the Unified Inbox. Also receives notification emails for new messages.

The Unified Inbox centralizes all your communication in one space, facilitates message management, and improves coordination with guests, owners, and suppliers.

Its centralization, flexibility, and notification options make it an essential tool to optimize your daily operations.

Frequently Asked Questions

How will I know if I have a new message in the Unified Inbox?

The system shows an alert in the top bar of the VRMS. If you don't open it within about 10 minutes, you will receive a notification email. You can disable this alert from Configuration → Company or from your user profile.

What notifications do tourists, owners, and suppliers receive?

Each time they receive a message through the Unified Inbox, they are sent an email. If several messages arrive within a few minutes, they are grouped into a single email. Only unread text messages are notified; those sent from portal apps like Airbnb or VRBO do not generate additional emails.

Why doesn't the email template reach the tourist properly?

Some portals restrict the content of emails and block links, email addresses, or phone numbers. If you have the tourist's real email, it is advisable to contact them directly through the Unified Inbox.

Why can't I send a message through the Unified Inbox?

If the user's profile does not have an email address registered, the system will not be able to send the message and will display an alert to complete that information.

How to configure the sender email for messages in the Unified Inbox?

There are two options: