Your Inbox Add-onA paid add-on you buy on top of the Growth or Pro plan
Open AI Front Desk in the sidebar and go to the Inbox tab. Every chat on your booking page and every call Dash answers is here, whichever channel it came in on.
Reading the list
Each row says the same five things:
| Column | What it tells you |
|---|---|
| Customer | Their name if Dash got one, the number they called from if not |
| Came in on | Chat or Phone |
| What they wanted | In the customer's own words |
| What Dash did | Booked, Moved, Canceled, Texted the booking link, Answered, Took a message, Passed to you, Didn't know, or Needs you |
| When | How long ago it came in |
Needs you is the one to look for. It means Dash could not finish the job and a person has to.
Under What they wanted, a label says what the customer is asking for: Wants to change date, Wants to cancel, Running late, New booking, Lost item, Question or Complaint. When the chat is about a booking, the booking number and day sit beside it, with one button to the screen that does the job:
- Move dates or Move return time opens the booking with its move window.
- Open cancel opens the booking with its cancel window.
- Start booking opens a new booking for that customer.
- Reply opens the conversation so you can answer.
If Dash matched the booking only from an email or phone number the customer typed, the button is Open booking, so you can check whose booking it is first. A row with no label is one where Dash was not sure what the customer wanted.
Before Dash passes a chat to you, it asks the customer for an email or phone number, so you always have somewhere to send the answer. If they would rather not leave one, Dash gives them your phone and email instead and does not promise that anyone will get back to them.
Opening one
Click any row. On a wide screen it opens in the pane beside the list, so you can read one and go straight to the next. On a narrower screen it opens in a drawer over the list.
Inside you get what they wanted, where to reply to them, what Dash did and why, a link to the booking if there is one, the recording if you record calls, and the whole conversation word for word.
To answer a chat Dash passed to you, click the email under Reply to. It opens a new email to the customer with your business name in the subject. When you have answered, press Mark as handled.
Finding one
- Search the front desk looks through what customers said.
- All, Chat and Phone narrow it to one channel.
- Needs you shows only the ones waiting on a person. It appears when there are any.
- Archived shows the ones you have put away. It appears when there are any.
- Anything Dash did narrows it to one outcome, such as only the ones that became a booking.
The four things you can do
| Do this | When |
|---|---|
| Mark as handled | You have dealt with it. It stops waiting on you |
| Re-open | You marked it handled too soon, or the customer came back about the same thing |
| Archive | You want it off the list without deleting it |
| Put back on the list | You want an archived one back |
Open a conversation and the button is right under What Dash did.
Several at once
Tick the box on each row you want, or the box in the header to take the whole page. A bar appears above the list with the same actions on it.
Clear unticks everything.
Getting told about them
Under Settings → Notifications, in the AI front desk group:
- Needs you emails you when Dash passes a chat or a call to your team. This is on to start with.
- Every chat and call emails you every time Dash finishes one. This is off to start with, because a busy Saturday is a lot of email.
Both emails link straight to the conversation. On a Needs you email, pressing Reply writes to the customer.
On your phone
The inbox is in the EquipDash phone app too, with the same four actions, so you can clear the Needs you ones between jobs. See the mobile app.
What next
- Teaching Dash - answering the questions behind the Didn't know rows is what makes the inbox shorter.