Unified Inbox FAQs

This article covers the most frequently asked questions about the Unified Inbox in Homhero.

What data is migrated to Unified Inbox for existing Homhero accounts?
Before activating Unified Inbox, the following contact logs will be migrated to ensure continuity of communication and historical records:

• Guest messages
• Owner communications
• Cleaner and third-party contact logs
• Reservation logs
• Airbnb messaging history

This ensures all relevant communication is available in one centralised location after the migration.

Will the migration to Unified Inbox affect my daily operations?
No, the migration runs entirely in the background and will not disrupt your normal use of Homhero.

How long does the Unified Inbox migration take?
The process typically takes 1–2 days, depending on the size of your account.

Do I need to do anything during the migration?
No action is required. You can continue using Homhero as usual while the migration takes place.

Can I receive MMS messages through the Unified Inbox?
Yes, you can - provided you have a dedicated virtual number set up. If you’d like to enable this feature, please reach out to Homhero Support. Please note: Additional charges apply.

Is it possible to send MMS messages through the Unified Inbox?
No. Sending MMS is not currently supported in the Unified Inbox, however this functionality is planned for a future update. Only Inbound MMS is working currently.

Is there a specific limit to how many messages I can bulk archive at one time?
Yes, you can bulk archive up to 50 messages at a time in the Unified Inbox.

Can a host with multiple Airbnb accounts view all their messages in the same Unified Inbox, or are they limited to seeing messages from a single Airbnb account?
Great question! As long as all Airbnb accounts are connected under the same Homhero account, the host will be able to view all messages from those accounts within the one Unified Inbox.

Why don’t I see a read receipt for a message I sent?
Some messaging channels (like certain OTAs or SMS providers) may not support read receipts. In those cases, you’ll still see the time the message was sent but not when it was read.

Are portfolios supported in the Unified Inbox?
Yes, the Unified Inbox fully supports portfolios. If you’re using Homhero’s Portfolio Tool, the inbox will automatically filter messages based on the selected portfolio.

Are attachments supported, and what are the attachment limitations and supported file types for each communication channel?
Yes, attachments are supported across all communication channels, although the specific file types and size limits vary significantly by channel.

Channel	Max Total Size	Max Single File Size	Allowed File Types	Special Notes
Email	10 MB	10 MB	JPEG, PNG, PDF, MP4
SMS	100 MB	100 MB	JPEG, PNG, PDF, MP4	Attachments will be converted into short links which will expire in 7 days
Airbnb	100 MB	5 MB	JPEG, PNG, MP4
Booking.com	10 MB	10 MB	JPEG, PNG	Images only
VRBO	100 MB	5 MB	JPEG, PNG, PDF

What is the recommended file format for images, and what happens to images that are not in the recommended format?
The recommended file formats for images are .jpeg or .jpg.
If images are uploaded in a format other than .jpg or .jpeg, they will be converted to .jpeg or .jpg. Additionally, all images will be scaled down to a resolution of 1920x1080.

What happens if I upload a PDF to a channel that doesn't support it?
If a PDF is uploaded to a communication channel that does not support the PDF file type, the system will attempt to convert the PDF into an image.

It's important to note the following limitations during this process:

• The system will only convert the first 10 pages of the PDF into separate images.
• The conversion process cannot be performed for extremely large PDFs.

Can I opt out of Unified Inbox?
Once you enable the Unified Inbox, you won’t be able to revert to the Legacy Inbox. The Unified Inbox brings new features that address many of the limitations in the Legacy version. You won’t lose any functionality, and all your existing Homhero correspondence will remain accessible, now presented in an easy-to-read threaded format.

Can I disable 2-way emails via Unified Inbox?
Yes, you can disable 2-way email for all users. This will prevent replies from being sent to the Unified Inbox collection email address. Instead, replies will go to the email address configured in Send Emails From. Please contact Homhero Support to have this feature activated.

What are the latest Unified Inbox Updates?

• Incorrectly setting type on messages caused system messages not to respect skip inbox and skip unread settings (July 2025).
• Some messages were missing area ID’s which caused portfolios to show incorrect results.
• Added mapping function and handler for converting threads from using the old table ‘airbnb_thread’ to the new shared thread table ‘message_thread’ (July 2025).
• Reservations folder now only contains messages between guest and the property manager (July 2025).
• Added SMS cost estimation to SMS message composition (July 2025).
• New Correspondence List View on the reservation Screen (July 2025).
• Attachments (October 2025)