Messaging

The Messaging area brings together every conversation between your team and the people you work with (customers, passengers, and suppliers) across the channels you've connected.

The inbox

The inbox lists conversations, not individual messages. Each row shows:

• Contact: name and avatar of the other party.
• Subject / latest message preview.
• Linked record: the booking, enquiry, or customer this conversation belongs to.
• Channel: email, SMS, or in-app, depending on integrations.
• Unread indicator.
• Last activity timestamp.

Filters:

• Unread / All / Mine.
• Channel.
• Tags.
• Date range.

The outbox

The outbox shows messages you've sent, with delivery status:

• Queued: waiting to be sent.
• Sent: delivered to the mail server.
• Delivered: reported as delivered by the receiving server.
• Opened / Clicked: if tracking is enabled.
• Bounced / Failed: delivery failed.

Conversation view

Opening a conversation shows the full message history in chronological order, with each message expanded for full content. From the conversation you can:

• Reply: compose a response. Apply a template, attach files, choose the sending channel.
• Forward to a colleague or supplier.
• Add note: internal-only note that doesn't get sent to the contact.
• Link or change linked record: attach this conversation to a different booking/enquiry/customer.
• Archive: hide from the inbox once handled.
• Snooze: bring back to the top of the inbox at a future time.

Linking to bookings and enquiries

When you reply from inside a booking's Communications tab, the conversation is automatically linked to that booking. Otherwise, Tourbox tries to link incoming messages based on the sender's email and reference numbers in the subject. You can always reassign manually.

Sending from the platform

Outgoing email is sent via your organisation's configured provider (set up under Settings → Integrations). The From name and address come from organisation settings, with optional per-user overrides.

Attachments

Files attached to incoming or outgoing messages are stored against the linked booking's Files tab so they're easy to find later.