Unified Inbox Dashboard

We have released a dedicated analytics dashboard for the Unified Inbox, giving you a clear view of conversation volumes, response times, resolution rates, and team performance over time. Track trends, identify bottlenecks, and make data-driven decisions about staffing and workflows without leaving Bookboost.

The Unified Inbox Dashboard is currently in Early Release — reach out to [email protected] to get access.

Search Improvements in the Unified Inbox

Search in the Unified Inbox has been improved to help teams find guest conversations faster. Operators can now search by details such as name, surname, email address, phone number, and reservation number, making it easier to locate the right thread without switching to another system. Results include more useful context so teams can quickly identify the correct conversation. This new search experience is connected to the existing search bar in the Unified Inbox.

Inbox Automations

You can now set up rule-based automations directly in the Unified Inbox. Create rules that automatically assign conversations, add tags, change status, or send quick replies based on triggers like keywords, sender, channel, or time of day. This reduces repetitive manual work for your team and ensures consistent handling of common conversation types.

For example, out-of-office replies send a predefined message when no operator is available, with timezone-aware scheduling.

Go to Inbox Settings → Automations to set up your first automation.

Bookboost Insights — Guest & Loyalty Data

Bookboost Insights now includes guest demographic and loyalty data in its analytics. You can explore segments by nationality, loyalty tier, age range, and more — giving your marketing and revenue teams the audience intelligence they need to build more targeted campaigns and offers.

Guest Channel Preference

Bookboost can now capture a guest's preferred communication channel directly in forms, and then honour that preference when sending campaigns. If a guest indicates they prefer WhatsApp over email, Bookboost routes your campaign accordingly — no manual segmentation needed. This helps you reach guests in the way they actually want to hear from you.

WhatsApp Template Rejection Notifications

When a WhatsApp template is rejected by Meta, Bookboost now surfaces a clearer, more actionable notification so you know exactly what happened and can take corrective action faster.

Currently in BETA — reach out to [email protected] for access.

More improvements & fixes

Bookboost CRM

• Hard Bounce Exclusions

  Email addresses that have hard bounced are now automatically excluded from future campaigns. This keeps your sender reputation healthy, reduces wasted sends, and ensures you stay compliant with email deliverability best practices — all without any manual list management.

• Dynamic Date Filters for Stay Conditions

  The "Guest is in Hotel" and "Guest stays over at Hotel" campaign conditions now support dynamic date filtering. You can target guests relative to today's date — for example, "guests who are in the hotel in the next 3 days" — making it easier to run automated in-stay campaigns without creating new audiences every day.

• Guest channel preference toggle

  Fixed an issue where the "Prioritise guest channel preference" toggle on campaigns and broadcasts was not being saved and returned correctly.

• WhatsApp template approval

  Fixed a bug where templates containing the Mews resource access token were failing Meta approval validation.

• Journey template preview

  Fixed an error that occurred when previewing a journey email template containing the Unsubscribe Link or Content Block merge tags.

• Broadcast creation at head office level

  Fixed an issue preventing broadcasts from being created at the head office level for certain multi-property organisations.

Bookboost CDP

• Apaleo Reservation Notes & Tokens

  Reservation notes from Apaleo are now synced into Bookboost and available as dedicated personalisation tokens. Use them in your campaigns and journey messages to reference stay-specific notes without manual copy-pasting.

• Opera Cloud Group Reservations

  Bookboost now syncs group and allotment reservations from Opera Cloud into the CDP. Group bookings are no longer invisible in Bookboost — they're treated as first-class reservations, available for segmentation, automation, and reporting.

Bookboost Inbox

• Emails displaying blank

  Fixed an issue where emails whose body consisted primarily of an embedded image were rendering as completely blank in the Unified Inbox.

Bookboost Guest App

• Phone field country code ordering

  Fixed incorrect sorting of countries in the country code selector within guest app forms.

• Forms: Update Reservation Start/End Time in Mews

  Mews 2-way forms now support updating a reservation's start and end time directly from a guest app form. This enables use cases like early check-in requests or late check-out approvals to be handled via a self-service form without any manual PMS update.

Recurring Broadcasts

You can now schedule recurring broadcast campaigns that run automatically on a set cadence — no need to manually re-send each time. This is ideal for regular communications like monthly newsletters, seasonal promotions, or weekly update emails.

Recurring Broadcasts are currently in BETA — reach out to [email protected] for access.

Slash Commands for Quick Replies

Agents in the Unified Inbox can now insert Quick Replies using a / slash command directly in the message composer. Type / followed by the name of a template to instantly find and insert it — no more browsing lists mid-conversation. This reduces response time and friction, particularly for high-volume inboxes where speed matters.

Go to the Unified Inbox and type / in the message composer to try it.

Teams Reporting in Inbox Dashboard

The Unified Inbox dashboard in Bookboost Insights now shows performance broken down by team. Team leads can track response times, resolution rates, and conversation volume per team in one view — making it easier to spot bottlenecks and coach agents based on real data.

Go to Insights → Inbox Dashboard to see team-level metrics.

Opera Cloud: Reservation Guest Profile Sync

Guest profile data linked to individual reservations in Opera Cloud is now synced into Bookboost. This enriches guest records with stay-specific profile information from the PMS, improving the completeness of guest data available for personalisation and automation.

Guestline 2-Way Integration

Bookboost now supports a two-way integration with Guestline, keeping guest profiles and reservation data in sync between your PMS and Bookboost in real time.

The Guestline integration is currently in BETA — contact [email protected] if you would like to find out more about our Guestline integration for your properties.

More improvements & fixes

Bookboost Inbox

• Email images display inline

  Images attached to or embedded in incoming emails now render inline within the conversation thread, instead of being collected at the bottom of the message.

Bookboost CRM

• Reservation page tabs

  Activity, Extras, and Event Log tabs on the Reservation detail page now load correctly for Apaleo-connected properties.

• WA template sync stability

  Additional fixes to WhatsApp template synchronisation to prevent intermittent 500 errors.

• SMS templates showing as rejected

  Fixed an issue where valid SMS templates were incorrectly displaying a rejected status.

AI Agent in the Unified Inbox

We have released the Bookboost AI Agent — an autonomous AI that handles incoming guest messages in the Unified Inbox, resolves common requests, and escalates to your team only when human attention is needed. The AI Agent reads full conversation context, accesses reservation data, and responds in the guest's preferred language across email, WhatsApp, and web chat. You control which ticket types it handles, set escalation rules, and monitor AI performance alongside your team in the Inbox dashboard.

The Bookboost AI Agent is currently in Early Release — reach out to [email protected] to get access.

Real-Time Mews Webhooks

Bookboost now receives real-time event webhooks from Mews, replacing slower polling-based sync. Reservation changes, guest profile updates, and check-in/out events now flow into Bookboost faster, ensuring your CRM data stays current and automations trigger on time.

More improvements & fixes

Bookboost CRM

• Two-click unsubscribe

  Emails now support a compliant two-click unsubscribe flow via a Twig function, keeping your sends aligned with email deliverability best practices and regulatory requirements.

• Opt-in date in Consent data

  Guest consent records now include the exact opt-in date and time, giving you a full audit trail for GDPR compliance.

• Functions displayed alongside tokens

  When composing messages, personalisation functions now appear in the same panel as tokens, so everything you need is accessible in one place.

Fixes

• Bookboost CRM: WhatsApp template sync no longer causes intermittent 500 errors when templates are already up to date.

• Bookboost CRM: Resolved a long-standing issue where campaign schedules would occasionally get stuck in a queued state and never send, requiring manual intervention.

Opera Cloud 2-Way Integration

Bookboost now supports a full two-way integration with Opera Cloud. Guest profiles, reservations, and stay data sync in both directions between Opera and Bookboost, eliminating manual data exports and keeping your CRM up to date in real time. This makes Bookboost fully operational for properties running Opera without workarounds.

Contact [email protected] to enable Opera Cloud for your properties.

Multi-Property Scoping for Large Setups

We've shipped two improvements specifically for multi-property groups managing large portfolios in the Unified Inbox. Teams and routing rules are now managed at the app scope, giving administrators cleaner control across many properties without rule conflicts. At the same time, reservation data is now correctly scoped per property, so agents only see what's relevant to their permissions.

Segment Guests by Form Field Value

You can now build guest segments based on specific answers collected in Bookboost forms. Target guests who answered a pre-arrival question a certain way, or exclude guests based on a form response — all from the standard segment builder.

Go to CRM → Segments and add a "Form field value" condition.

More improvements & fixes

Bookboost CRM

• Mews Check-In Link Expiry

  For bookings made far in advance, Mews online check-in links now refresh correctly when they expire, so guests always receive a working link.

Bookboost Inbox

• Reservation IDs via Chatbot API

  Reservation IDs are now accessible through the Chatbot API, enabling more precise automation and routing logic based on reservation context.

Master Profile

We've launched our long-awaited unified Master Profile view that links all of a guest's records across properties into a single identity — one guest, one view, regardless of how many properties they've stayed at.

This view includes campaigns, form submissions, tickets, reservations and sub-profiles.

Master Profile is currently in BETA — reach out to [email protected] for early access.

Block Guests from Campaigns

We've added a simple way to prevent specific guests from receiving marketing campaigns, without deleting or anonymising their profiles. Adding the tag silence on a guest profile automatically excludes that guest from receiving campaigns across any audience they belong to. This is useful for guests who've requested to opt out informally, or VIPs who should never receive bulk communications.

Go to CRM → Guest Profiles, find the guest, and add the "silence" tag.

Text-Only Email Support via Chatbot API

The Unified Inbox now correctly handles plain text-only emails delivered through the Chatbot API. Previously, emails without HTML bodies could fail to process or display, causing gaps in conversation threads. Chatbot integrations that send simple text emails will now work reliably end-to-end.

Bookboost Insights

Use Bookboost Insights to track marketing performance, guest behavior, and revenue metrics in one analytics hub. All new dashboards that combine campaign conversions, message engagement across channels, audience cohorts, and booking revenue attributed to outreach. Create report schedules, export CSVs for deeper analysis, and set threshold alerts so you act on changes in performance without watching dashboards all day.

Bookboost Insights is currently in closed BETA - reach out to [email protected] for early access.

WhatsApp Action Buttons

Add action buttons to WhatsApp Campaigns and Quick Replies so guests can tap to call, visit a link, or send a predefined response. You control button order, style, and presets. Built-in validation ensures correct phone formats and safe characters, and you can preview the final message before sending.

This matters because you reduce friction and increase response rates on a channel guests prefer. Go to Campaigns → WhatsApp to add action buttons to campaigns, or Inbox → Quick Replies to update templates.

Unified Frontend Codebase

We undertook a major infrastructure change in November to set our platform up for long-term success. The impact on your experience in Bookboost today is minimal, but you will see a more consistent UI, faster bug fixes, and smoother rollouts when we ship new features going forward. Additionally we have resolved some frustrating authentication issues which were rooted in the limitations of our legacy infrastructure - goodbye double login!

More improvements & fixes

Bookboost CRM

• Block guests from Campaigns

  We’ve added a simple way to prevent specific guests from receiving marketing campaigns, without deleting or anonymising their profiles. Adding the tag silence on a guest profile automatically excludes that guest from receiving campaigns across any audience they belong to.

Bookboost Guest App

• Notifications for Form Submissions

  Add notification for Guest App form submissions — Bookboost now surfaces a notification in Notification Center when a form submission is received from a guest.

Fixes

• Unified Inbox: Fix updating QuickReply with “form” message — you can now save edits without errors.

• Bookboost CRM: Broadcast “Schedule for later” shows the date and time picker as expected.

• Unified Inbox: Guest slide-in shows history changes, team, and subject without requiring a page refresh.

• Unified Inbox: Message composer no longer shows unexpected red “+” signs in Quick Reply options.

• Customer Data Platform: Mews “booker” guest type handling is corrected.

• General: Notifications: subscribing and delivering push notifications has been refactored for stability.

• Unified Inbox: Quick Reply list shows the property next to the title.

Mobile-friendly Unified Inbox

Handle conversations on the go with a mobile-optimized Unified Inbox. You get a compact layout, readable message threads, quick actions, and one-tap self-assign to keep response times low. The composer stays accessible while you browse, and common actions are placed within thumb reach.

This matters because most escalations start on mobile, and teams need a reliable way to respond away from the desk. Access it from your usual /inbox URL; admins can control availability via Settings → Inbox → Beta features. Available today on all plans.

More improvements & fixes

Bookboost Unified Inbox

• One-click self-assign in the Unified Inbox

  Take control of tickets with fewer clicks than ever - ticket assignment in the Unified Inbox is a single click to Self-assign.

Customer Data Platform

• Sync Mews Notes into Guest Profiles

  Our Mews integration has taken another step up by pulling in Service Order and Account Notes directly to the Guest Profile and/or Reservation in Bookboost

Bookboost CRM

• Support QR Code integration for Mews Self Check-In

  Mews customers can further unify their guest experience by sending Mews Kiosk QR codes via Bookboost CRM communication.

Fixes

• Unified Inbox: Fix a crash when opening a removed thread and navigating back to Home

• Customer Data Platform: Correct guest type mapping in Mews when the booker differs from the guest

• Bookboost CRM: Adjust token selector width for smaller screens

• Bookboost Guest App: Ensure Digital Reception loads correctly via QR and Campaign links

We’ve launched a robust new Booking.com email parser, delivering more reliable message extraction and display in the Unified Inbox. This upgrade ensures both raw and parsed Booking.com messages are available to agents, improving clarity and operational efficiency.

We remain dedicated to our philosophy of direct communication integrations and we hope to have good news on this front for Booking.com soon!

More improvements & fixes

Bookboost CRM

• Mews Navigator Homepage links in Campaigns

  Bookboost users with an active Mews PMS integration can now include the direct Mews guest portal homepage link in any campaign or message, giving guests instant access to their reservation details, online check-in, and more.

• Mews Primary Guest Tokens

  Primary guest tokens are now available for all Mews-connected customers in Bookboost campaigns. These tokens enable precise personalisation by referencing the primary guest’s details—even when the booker is the message recipient.

• Campaign Trigger for Guest App Form Submission

  This enhancement allows you to automatically schedule and send campaigns based on any form submission in the Bookboost Guest App—whether it’s an online check-in, OTA profiler, or any other custom form.

• In-house Designed Templates for Campaigns

  We’re excited to launch a new library of pre-made, professionally designed email templates for campaigns. Customer Success can now offer you curated bundles, each covering the full guest lifecycle—from booking confirmation to review request—across six distinct design styles to match any brand.

Bookboost Unified Inbox

• Improved Ticket Snooze Handling
  Tickets that are un-snoozed now return to their previous status, rather than defaulting to “New.” No more losing un-snoozed tickets amongst new tickets.