> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cendra.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Unified Inbox

> Cendra's unified inbox consolidates guest messages from WhatsApp, email, and booking platforms like Airbnb and Booking.com via your PMS into a single view with AI-powered suggestions, reservation context, and team collaboration tools.

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.

## 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: [https://app.cendra.ai/inbox](https://app.cendra.ai/inbox)

<Frame caption="Unified Inbox — all guest messages from WhatsApp, email, and booking platforms in one view">
  <img src="https://mintcdn.com/botelaiinc/o_2fGQeWle03kzT0/images/11-inbox.png?fit=max&auto=format&n=o_2fGQeWle03kzT0&q=85&s=780baee22ca0575729aea613eb809a85" width="3446" height="1790" data-path="images/11-inbox.png" />
</Frame>

## 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
```

## Message Categories

Cendra automatically categorizes messages to help you prioritize:

| Category                | Description                                                                            |
| ----------------------- | -------------------------------------------------------------------------------------- |
| **Automated**           | Handled by AI — no action needed                                                       |
| **Needs attention**     | AI flagged for human review (guardrail triggered, low confidence, or escalation rule)  |
| **Semi-automated**      | AI prepared a response that needs your approval before sending                         |
| **Missing information** | Guest asked something the AI doesn't have knowledge for — add it to the knowledge base |

## Connecting Your Channels

To use the unified inbox, connect at least one communication channel:

* **WhatsApp Business** — Connect via WhatsApp Business API. [Setup guide →](/inbox/whatsapp-business)
* **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.