Unified messaging inbox

Messages is the agency communications workspace for email, SMS, and WhatsApp when those providers are connected under Settings → Messaging & Delivery.

When your agency has Booking Channels access, supported Channex OTA guest threads can also appear in the same Messages Inbox (OTA filter). Agency messages and OTA messages remain separate sources of truth — the UI federates them for convenience; it does not merge them into one database table.

Messages is for day-to-day guest messaging. Settings → Booking Channels is for OTA connectivity, mappings, and channel tools — not a second inbox.

Open Messages to work Inbox, Follow-ups, Messages, and Templates in one communications workspace.

• Inbox — agency conversations plus soft-federated OTA threads when channels.view is available
• Follow-ups — messaging follow-ups alongside lead follow-up habits
• Messages — outbound and conversation history surfaces
• Templates — reusable message content

OTA guest messaging runs through Channex for channels with an implemented Zyelra path (Airbnb and Booking.com). Live guest delivery remains NEEDS VERIFICATION per environment. Expedia messaging is deferred in Zyelra (not production-ready even if Channex catalogs list messaging). Vrbo messaging via Channex remains unsupported.

• Reply to supported OTA threads from Messages (OTA filter). Agency assign/unread filters apply to agency conversations only — OTA soft rows do not store agency assignee or unread flags
• Booking Channels → OTA messaging tools remains available for channel connectivity workflows; it is not a second inbox
• Stay and Contact timelines can show OTA messages when linked to a stay — labeled as OTA / Channex
• List and thread rows show an Agency vs OTA rail badge so the source is clear
• Live send/receive on real guest threads remains NEEDS VERIFICATION — “sent” in Zyelra does not guarantee the guest received the message on the OTA

• Channel capabilities
• OTA messaging tools
• Messages inbox

• Connect a messaging provider