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Every channel, one conversation.
Every channel lands in one thread for the stay.
Unified Inbox · Beta
Unified Inbox for Vacation Rentals & Hotels. Every guest conversation, handled autonomously.
One inbox for every channel. Opal answers, your team steps in when needed.
11 of AirDNA’s top-rated US property managers run on SuiteOp, including 3 of the top 10.
AirDNA rank #8
AirDNA rank #70
Answer every guest, from one place.
One thread per stay, with Opal drafting and answering replies.
Guardrails
What Opal will never do.
Opal writes like your best agent and follows your rules. These ones it never breaks, whatever the guest says.
It follows your rules, whatever the guest says.
It can say what your policy allows. Anything beyond it goes to your team, with the context.
It tells the guest to contact emergency services first, then alerts your team.
Instructions hidden in a message can’t change its rules. Only your settings do.
Built for the team on shift.
What needs you comes first. The rest is shared out by your rules.
See what Opal handled.
Who sent each reply, how fast, and what went to your team.
Everything else your team reaches for.
The everyday tools, in the same inbox.
The small things a guest team uses all day, built into the same inbox instead of a tab away.
Send a message on a schedule: two days before check-in, the morning of checkout, the day after they leave. It goes to every matching stay and lands in the thread.
Opal sums up each thread: how urgent it is, what the guest wants and how they feel. Its suggested next steps are one click: assign it, snooze it or file the task.
Owners, vendors and your own team get inboxes next to your guests. Team chat lives there too, so nobody switches apps to ask a question.
Work the queue from the keyboard: J and K to move, E for done, A to assign, H to escalate. Save any filter as a view your team can open.
Your team always sees which replies Opal sent. Turn on Mark AI-sent replies to tell guests too, as the EU AI Act asks.
Questions operators ask
Anything else? We’ll walk you through the Inbox on one of your own properties.
Anything else? We’ll show you the Inbox on your own property.
Talk to our teamWhich channels does the Inbox bring together?
Airbnb, Booking.com, Vrbo and Expedia messages, WhatsApp, email, SMS and the chat inside each guest’s Portal. Booking-site and WhatsApp messages come through your PMS, so every one lands in the stay’s thread and you can reply on the channel that fits.
Does Opal send messages without us?
Only if you want it to. Start with drafts you approve, let Opal send on its own when it’s above a confidence bar you set, or let it answer every guest. You can change it at any time, and every reply shows whether Opal or a person sent it.
Will Opal promise refunds or discounts?
Not beyond your policy. Opal can say what your policy allows, and it hands anything more to your team with the context.
Which languages does it handle?
Guests can write in their own language. Your team reads every message in English with the original one tap away, and replies go back in the guest’s language.
Can we send scheduled messages?
Yes, with Playbooks. Set a schedule, such as two days before check-in or the morning of checkout, add a message step, and it’s sent to every matching stay and lands in that stay’s thread.
Is the Inbox available now?
The Inbox is in beta, and we’re turning it on for operators now. The SuiteOp app’s inbox is landing alongside it, so your team can answer guests away from the desk.
How is this different from AI Agents?
This page is about guest messaging. AI Agents covers Opal across the rest of your operations, from tasks and turnovers to Playbooks.
Works with the rest of SuiteOp
Answer every guest, without five apps open.
The Inbox on your own property, in 30 minutes.