Communication

Inbox

Every customer conversation in one shared inbox: emails, WhatsApp messages, texts, website chat and enquiries, next to the customer’s bookings and balance. Assign, add internal notes, use saved replies and AI drafts, and see at a glance who is waiting too long for an answer.

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Who it's for

Why operators use Inbox

Teams answering travellers across email, WhatsApp, text messages, website chat and enquiry forms, who are tired of switching between apps.

Highlights

Every conversation in one shared inbox, linked to the customer and their bookings
Email in and out through your own address, with correct threading
WhatsApp, SMS and website chat in the same place
Assign conversations, add private notes, use saved replies and track first-reply time
AI reply drafts written from the conversation, which you review before sending

Settings

What you can set up

Inbox works out of the box with sensible defaults. These are the choices you can make, straight from your console.

Channels

Email: Customers’ emails to your inbox address (see above), and their replies to your answers. Forward your own mailbox to that address to catch every email.
“Message us” on your website: A small chat button on every page. Visitors leave a message here and get your answer by email.
Website enquiries: Enquiry, date-request and contact forms start a conversation. They stay on the Enquiries page too.
WhatsApp: Needs WhatsApp notifications with your WhatsApp Business number, and the Meta app secret below.
Text messages (SMS): Needs SMS notifications. Incoming texts: Twilio, or Sparrow SMS with a shortcode and keyword (below). Replies go out through the same account.

Replies

Answer within: Conversations without a first reply by then are flagged as overdue.; 30 minutes1 hour2 hours4 hours8 hours1 day

SMS from Sparrow SMS (Nepal)

Sparrow shortcode: Sparrow forwards incoming texts only for a shortcode and keyword set up with them. Ask Sparrow SMS for one, then paste the URL shown above into its incoming-SMS settings.
Sparrow keyword: The first word customers text, e.g. TREK. Without a shortcode, customers can’t text you through Sparrow: use Twilio for an ordinary two-way number.
Automatic text reply: Sparrow texts this back at once (160 characters at most). Leave empty for no automatic reply.

Communication

How communication plugins fit in

Communication plugins control how you talk to travellers: a shared inbox for email, WhatsApp, SMS and website chat, email from your own domain, campaigns, automated messages and text reminders.

1
Switch it on
Open Plugins in your console and turn it on. No code and nothing to install.
2
Make your choices
Adjust the settings to match how your business works, or keep the defaults.
3
It works everywhere it should
Your website, checkout, emails and console pick it up straight away.

All integrations

FAQ

Inbox: questions

Which plans include Inbox?

Inbox is available on Growth & Scale, at no extra cost.

How do I switch on Inbox?

In your Tourtify console, open Plugins, find it in the list and switch it on. Its settings open straight away, and you can switch it off again at any time.

Do I need a developer?

No. Plugins are built into Tourtify and set up from the console. Where an outside account is involved, such as a payment provider, you connect it by entering your account details.

Does Inbox work with my other plugins?

Yes. Every plugin is built and maintained by Tourtify, so they work together: discounts, deposits, vouchers and fees all add up correctly at checkout.

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