12 Questions to Ask When Choosing a Unified Inbox Solution for Short-Term Rental Industry

Ask these questions to assess the capabilities of a guest messaging tool. This will help you understand whether it meets all your requirements for a scaling hospitality business. See which solution checks more boxes to make an informed decision. 

1. How does the inbox display messages?

Are communications from different channels segregated into separate threads, or are all conversations consolidated into a single feed?

Some messaging tools categorize the emails, SMS and and OTA messages in separate threads. This design originates from traditional inbox systems that initially supported only email communications. Subsequent iterations incorporated additional channels to expand functionality. 

Why is this important? 

This approach ensures that your team views all communications in chronological sequence, facilitating efficient and contextual message management.

2. Does it support native OTA communication? 

Certain platforms employ secure messaging protocols rather than direct API integration, which can potentially result in message synchronization delays.

Why is this important? 

To improve rankings on Online Travel Agencies (OTAs), timely and effective communication via these platforms is crucial. 

3. Does it support webhooks? 

Webhooks are automated messages sent from one application to another when a specific event occurs. Think of them as a digital notification system between different software services.

Example. When a website contact form is completed, a webhook can instantly transmit that data to your CRM software for processing.

Webhooks allow different systems to communicate and share data in real-time without constant manual checking or polling for updates. They're a key component in creating efficient, automated workflows between various digital tools and platforms.

Why is this important? 

A platform that supports webhooks will not have any delays. Companies that use webhooks will support instant messaging for receiving and sending. Inboxes that are using pulling functions may involve a delay. If the unified inbox was built prior to 2019, chances are they're still using pulling functions.

4. Does it support tag based messaging? 

When “tag”, then send capabilities enable automated, targeted communication based on specific tags. You can tag certain events, guest behaviors, or status changes, and automatically send relevant messages accordingly. For example, if a maintenance request is tagged as resolved, an update can be automatically sent to the guest. 

Why is this important? 

This functionality empowers your team to design and implement custom workflows that you might not be aware of. It creates timely, accurate communication, by reducing manual tasks and ensuring that no important updates are overlooked.

5. Does it support bulk messages? 

Bulk messaging capability in a unified inbox allows you to send a single message to multiple recipients simultaneously. This feature enables efficient communication with large groups of guests, saving time and ensuring consistent information delivery across various channels.

Why is this important? 

You need to be able to notify large segments of your guest contact about campaigns or other initiatives. Doing it through a coordinated bulk messaging is the most convenient way to maintain guest awareness.

6. Does it support different types of notifications? 

Why is this important? 

The ability to customize notification parameters is crucial, as receiving alerts for every message may not be relevant or efficient for all team members. Implementing effective filtering mechanisms allows staff to prioritize and focus on the most pertinent communications.

7. Does it support user assignment?

Why is this important? 

The functionality to assign specific users to individual conversations facilitates performance monitoring and evaluation within your team. This feature enables systematic tracking of staff interactions and responsiveness.

8. Does it support sending email, SMS and WhatsApp from a custom email or phone number?  

Why is this important? 

Non-branded communication channels, such as generic email addresses, unfamiliar area codes, or questionable numbers, can undermine your company's professional image. Implementing custom email domains and region-appropriate phone numbers enhances credibility, fosters trust, and facilitates stronger guest relationships. 

9. What kind of filters does it support? 

Why is this important? 

While signing up for a unified inbox, it's important to consider that even if you are not the primary user, your virtual assistants might be. They will require the ability to efficiently search through thousands of guests using various filters. These filters can include check-in and check-out times, listing details, guest names, sentiment tags, countries of origin, and other relevant criteria. Ensuring this functionality will enable your team to manage communications effectively and provide a seamless guest experience.

10. Does the inbox support AI?  

Today’s unified inbox must incorporate AI for enhanced efficiency, personalized communication and data-driven management.  

Why is this important? 

AI in a hospitality unified inbox prioritizes messages, summarizes conversations, and provides personalized responses, allowing staff to handle complex issues. It also analyzes guest preferences and supports multilingual communication, enhancing decision-making and overall guest satisfaction.

11. What does reporting look like? 

Can you check the average response times or pull any additional information?

Why is this important? 

Comprehensive reporting in a hospitality unified inbox is crucial as it helps monitor communication efficiency and guest satisfaction. Tracking metrics like response times and message volumes identifies areas for improvement. Sentiment analysis and satisfaction scores guide service enhancements. These insights enable better decision-making, optimize operations, and boost guest satisfaction and retention.

12. Does your inbox support translations 

Why is this important? 

For vacation rental businesses hosting international guests, it is essential to facilitate conversations in their preferred language.

Why Do I Need a Third-Party Unified Inbox If I Have One in my PMS?

As a vacation rental business grows, managing hundreds or thousands of guests requires a specialized third-party unified inbox. It can complement your existing PMS inbox by offering enhanced features and capabilities.

It often provides superior integration with multiple communication channels such as email, SMS, OTAs and more, ensuring all guest interactions are centralized. Advanced AI tools in third-party solutions can automate responses, provide sentiment analysis, and offer personalized communication, improving efficiency and guest satisfaction. Third-party inboxes frequently include robust reporting and analytics, giving deeper insights into communication metrics and performance. This can lead to more informed decision-making and optimized operations, ultimately enhancing the overall guest experience.

Conclusion

Choosing the right unified inbox can significantly elevate your guest communication and operational efficiency. For a comprehensive, AI-powered solution that seamlessly integrates with your existing systems, Enso Connect stands out as the top choice.

Explore how Enso Connect’s AI-powered Unified Inbox can transform your guest communication and enhance your hospitality business. Discover our tailored solutions today!