Inbox: requests and customer emails in one place

Every booking request, website message and customer email becomes a conversation your team answers from one list, with an automatic reply in your own words.

Inbox keeps every customer conversation in one list: booking requests, messages from your website's form, emails to your business address and customers' replies to your emails. Your team answers from here, and customers get a normal email from you.

What lands in Inbox

Booking requests. When someone sends your booking form, the request starts a conversation. Its card sits at the top with Approve, Suggest other dates (or another time) and Decline, the same as in Requests. Step by step: Answer an event request.
Website messages. Someone who fills in your website's contact form gets a conversation too, with their message on a card.
Emails. Anything sent to your business address (like info@) once you forward it to Inbox, and customers' replies to the emails Hello to Paid sends them.

Your automatic reply

The moment someone sends a booking request or your website's form, they get your automatic reply. It shows in their conversation as Automatic reply, so your team can see what they were told.

Go to Settings → Inbox (also linked from Settings → Online booking).
Under Automatic reply to requests, write what you want them to read, for example "Thanks for thinking of us! We'll get back to you within a day."
Check What they get underneath, then click Save.

Settings → Inbox: the automatic reply's switch, your words, the preview and Save

Under your words, the reply always adds what they asked for (for example "Private party on Saturday, November 21 at 2:00 PM, 3 hours, 40 guests"), that the date isn't booked until you confirm it, any deposit they paid, and how to reach you. Turn the switch off to send no automatic reply: the request still shows in Inbox.

Tip: The automatic reply isn't an answer. The conversation stays Open until someone on your team answers, so nothing slips.

Open, Waiting, Closed

Status	What it means
Open	Needs an answer: a new request, or the customer wrote last.
Waiting on customer	You answered, or suggested other dates.
Closed	Handled: you approved or declined the request, or clicked Close. A new email from the customer opens it again.

Heads up: Close only closes the conversation. A request that's still waiting keeps its date held until you answer it. To let one go without booking it, click Decline on its card; untick Tell them by email to close it quietly with a note for your team.

Use the list at the top to show Open, Mine, Unassigned, Waiting on customer, Closed, All or Spam. Whoever answers an unassigned conversation takes it; pick someone else under Owner.

Answer a customer

Click the conversation.
Type in the box at the bottom and click Send. They get a normal email from your business, and their reply comes back to the same conversation.
Use Internal note for anything only your team should see.

Signature (at the top of Inbox) sets the sign-off under your answers. New email writes to anyone.

Get your business email into Inbox

Settings → Inbox shows your Inbox address and how to forward your business address (like info@) to it from Gmail, Microsoft 365 or elsewhere. Once it's set up, answers can also go out from that address instead of "via Hello to Paid".