Support

The Support tab within Homhero's Unified Inbox is a specialised inbox designed to separate Airbnb support messages from regular guest communication. This distinction is essential for maintaining clarity between guest interactions and communication with OTA support teams, such as Airbnb.

By isolating support related messages, this tab ensures your team can prioritise and respond to platform issues, policy queries, resolution centre cases, and other operational concerns without disrupting the flow of guest messaging. It enables faster, more accurate handling of support requests, while keeping your main guest inbox focused on hospitality and service.

Below, you will find a step by step guide on the Support tab and how to use it:

1. Click Unified Inbox from the Homhero side menu.
2. Click Support. 
3. If your message is not showing in the list, click the Refresh Icon above the left panel.
4. You can Search for a specific reservation here to filter through your messages.
5. You can select the Type of messaging to filter.
6. Select the Message you wish to read from the left hand side.  
7. You can see an Overview of the support ID and the contact. 
8. If the message was accidentally opened, you can mark the message as Unread.
9. Click the Refresh Icon to refresh the message.
10. Click the X Icon to close the message.
11. Click the Arrow icon to expand the message dialog.
12. You can Assign a Message to a specific staff member. 
13. Send Via - Only applicable for Airbnb.
14. Reply Box - Type your message into here. 
15. The More Options button will provide more sending options, such as specific templates, schedules, including CC's, subjects and more text editing options. 
    
    
    
    Email and SMS Message Screen
    
    
16. Reply Type - Only applicable to Airbnb.
17. Send To - Staff.
18. Choose Template - From pre-made templates.
19. Choose Schedule - From pre-made schedules.
20. Message Body - Input the message, or select a template and it will appear here.
21. Send - Send the message. 
    
    
    
    Training Video
    For more information on the Support tab, please view our training video below.