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Cendra’s unified inbox consolidates guest messages from WhatsApp, email, and booking platforms like Airbnb and Booking.com into a single view. Every guest conversation — regardless of channel — appears in one place with AI-powered suggestions, live reservation context, and team collaboration tools.

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What the Unified Inbox Does

  • Single view for all channels — WhatsApp, email, and OTA messages in one list. No switching between apps.
  • AI-powered suggestions — Cendra’s AI suggests responses for every incoming message, grounded in your property data and reservation context.
  • Reservation sidebar — See the guest’s booking details (check-in date, property, guest count, status) alongside the conversation without leaving the inbox.
  • Search and filter — Find conversations by guest name, property, channel, status, or label. Autocomplete search helps you find what you need fast.
  • Message status — Track which messages are handled by AI, which need human review, and which are escalated.
  • Translation — Communicate with guests in any language. Cendra translates incoming messages and lets you respond in the guest’s preferred language.
  • Team collaboration — Multiple team members can access the same inbox, assign conversations, and leave internal notes.
Navigate to Inbox to see all guest conversations.

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How Messages Flow

Guest sends message (WhatsApp / Email)
         ↓
Cendra receives message in unified inbox
         ↓
AI processes message through response pipeline
         ↓
┌─────────────────────────────────────────┐
│  Autopilot mode → AI sends automatically │
│  Semi-auto mode → AI queues for review   │
│  Manual mode    → AI suggests response   │
└─────────────────────────────────────────┘
         ↓
Response sent to guest via original channel

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Message Categories

Cendra automatically categorizes messages to help you prioritize:
CategoryDescription
AutomatedHandled by AI — no action needed
Needs attentionAI flagged for human review (guardrail triggered, low confidence, or escalation rule)
Semi-automatedAI prepared a response that needs your approval before sending
Missing informationGuest asked something the AI doesn’t have knowledge for — add it to the knowledge base

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Connecting Your Channels

To use the unified inbox, connect at least one communication channel:
  • WhatsApp Business — Connect via WhatsApp Business API. Setup guide →
  • Gmail — Connect via Google OAuth in Settings → Email
  • Outlook — Connect via Microsoft OAuth in Settings → Email
All channels sync in real time. New messages appear in the inbox within seconds.