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Open Conversations in the sidebar. The Unified Inbox brings Voice, WhatsApp, and OTA conversations into one queue, so your team works from a single list.

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The list

Use the two view tabs at the top:
  • To handle — conversations that still need someone from your team. The number shows how many are waiting.
  • All — every conversation, including those Ecco completed on its own.
Narrow the list with:
  • Search by name, phone number, or email;
  • Channel: Voice, WhatsApp, all OTAs, or a single portal such as Booking.com, Airbnb, or Expedia;
  • Properties, when you work on more than one;
  • State: Automatic (handled by Ecco), Needs action, or Handled.
On smaller screens, open Filters to see the same options. More conversations load as you scroll.
When To handle is empty, select See all, including OTA drafts to check every conversation, including AI drafts that were not sent.

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Read status

Read status is personal: each team member has their own. Conversations you have not opened yet show Unread for you.
  • Open More conversation actions on a row to Mark as unread or Mark as read.
  • Use List actions to Mark results as read (the conversations matching your filters) or Mark all as read.

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Open a conversation

Select a conversation to read the full thread. Calls show the recording and transcript; WhatsApp and OTA show the messages exchanged with the guest.
The Platform support badge identifies messages from Airbnb, Booking.com, or another booking portal’s support team. Ecco never replies to these messages automatically. A support-only conversation is informational; when a guest is also waiting for a reply in the same exchange, the conversation appears in To handle.

Who replies

On WhatsApp and OTA, switch Who replies to Operator to take over and write from the composer. Switch back to Ecco to let the AI reply again.

Booking history

Select Open story to see every call, WhatsApp, and OTA conversation linked to the same reservation, with a summary and outcome for each.

Translation

Select Translate on a message to read it in your dashboard language. Previews in the list are translated automatically.

Feedback on AI replies

Mark an AI reply as Useful response, or select Report a problem and tell us what it should have answered. The Ecco team reviews every report.
When a conversation is linked to the wrong apartment, select Correct apartment to fix it.

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Close a conversation

When you have dealt with a request, select Mark as handled. The conversation leaves To handle for the whole team. Select Mark as unhandled to bring it back. If the guest’s last message has no reply, Ecco asks why you are closing it:
  • No reply needed — for example, a “thanks” or an OK;
  • Already sorted out elsewhere — by phone, in person, or in your PMS;
  • Spam, duplicate or wrong message;
  • or write the reason yourself.
Calls that Ecco transferred successfully show Transfer complete · no action needed.

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Set a reminder

Select Reminder to note what still needs doing and when to come back to it, then Save reminder. A new message from the guest brings the conversation back to your queue straight away.

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Start a new conversation

Select New chat to write first to a guest on WhatsApp or OTA. See WhatsApp and OTA for the details.

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Sent emails

Next to Inbox, the Email tab lists the automatic emails Ecco sent to guests. See Email.

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Separate views

Prefer one page per channel? Go to Configuration → Conversations and choose Separate views. The inbox then shows Voice, WhatsApp, OTA, and Email tabs. Choose Unified inbox to go back to the single queue.
When All properties is selected, conversations always appear in separate views.

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Common questions

No. Read status is personal. Handled is shared: when someone marks a conversation as handled, everyone sees it.
The channel is not active for this property. Select it to see what it offers.
Yes. The list and the open conversation update as new messages arrive, without moving your reading position.