Communication Hub
Unified Inbox
Every guest conversation across every channel in one workspace. SMS, email, WhatsApp, Airbnb, voice, and web forms, threaded by contact, linked to reservations, and assignable to agents. No tab switching, no missed messages, no context lost between channels.
All Channels, One Thread
When a guest texts you, emails your team, messages on Airbnb, and calls your office, it's all one conversation in SendSquared. The Unified Inbox threads every channel together per contact, linked to their CRM profile and reservation data. Your team sees the full picture without switching between apps, tabs, or platforms.
- SMS, email, WhatsApp, Airbnb, voice, and web forms in one view
- Conversations threaded per contact across all channels
- Full reservation context and CRM profile on every conversation
- Configurable new-conversation intervals for thread grouping
Agent Assignment & Routing
Assign conversations to the right team member with granular permission controls. Assign, reassign, and unassign with separate ACL permissions for each operation. Optionally auto-unassign conversations when new inbound messages arrive, returning them to the team queue. Filter the inbox by assignee, unassigned, incomplete, or priority to manage workload across your team.
- Assign, reassign, and unassign with separate permission controls
- Auto-unassign on new inbound to return conversations to the queue
- Filter by assignee, unassigned, incomplete, or priority level
- Full assignment history with audit trail per conversation
SMS Messaging
Send and receive SMS from your branded phone numbers. Individual sends with opt-in validation, MMS media attachments, and automatic conversation creation. Group sends with per-contact template merge for personalized bulk messaging. Priority flagging, assignment, and bulk completion keep high-volume SMS operations organized.
- Individual and group SMS with per-contact template merge
- MMS media attachments with multi-carrier provider support
- SMS opt-in enforcement with configurable implicit consent
- Priority flagging and bulk mark-complete for high-volume ops
Email Inbox & Composition
Full email inbox with threaded conversations, read/unread tracking, and rich composition. Send HTML emails with CC, BCC, inline images, file attachments, and S3-stored assets. Bulk operations let you assign, complete, and delete up to 100 messages at a time. Validated sender domains with from-address selection ensure deliverability. Scheduled sends let you queue messages for optimal timing.
- Rich email composition with CC, BCC, attachments, and inline images
- Bulk assign, complete, and delete up to 100 messages at once
- Validated sender domains with from-address selection
- Scheduled email delivery for optimal send timing
WhatsApp Messaging
Official WhatsApp Business integration with full inbox support. Free-form messaging within WhatsApp's 24-hour window and approved template messaging outside it. Multi-media attachments, template management with merge parameters, and automatic contact creation from inbound messages. Conversation expiration tracking keeps you compliant with WhatsApp's messaging policies.
- Free-form messaging within the 24-hour inbound window
- Approved template messaging with merge parameters for outbound
- Media attachments and automatic contact creation on inbound
- WhatsApp Business account registration and phone number matching
Airbnb Messaging
Manage multiple Airbnb accounts from one inbox. Threaded conversations per listing, guest messaging with media attachments, and full reservation context. Review management includes reading reviews, writing responses, and track review stats per listing. Canned response templates with merge fields for fast, personalized replies. Inbound webhooks capture messages, reservation confirmations, and cancellations in real time.
- Multi-account Airbnb management from a single inbox
- Guest messaging with media attachments per thread
- Review management with response writing and stats per listing
- Canned response templates with merge fields for quick replies
Web Form Integration
Website form submissions flow directly into the Unified Inbox. The message-with-contact endpoint creates or finds a contact and inserts the submission as an inbound message, with no actual email delivery required. Forms become conversations your team can reply to via SMS or email, closing the loop between your website and your CRM.
- Web form submissions routed directly into the inbox
- Automatic contact creation or matching on submission
- Reply to form submissions via SMS or email from the inbox
- Lead tracking and conversation creation from website properties
Conversation Search & Filters
Find any conversation instantly. Content search uses trigram similarity to fuzzy-match across all message text in the inbox. Name search filters by guest first and last name. Channel filters show only SMS, only email, or any combination. Brand filtering scopes the inbox for multi-brand operations. Priority, assignee, and completion status filters round out the full filtering toolkit.
- Fuzzy content search across all message text with trigram matching
- Name, channel, brand, priority, and assignee filters
- Unassigned and incomplete filters for queue management
- Cursor-based pagination for efficient scrolling through history
Priority Management
Not all conversations are equal. Set priority levels 1-5 on any conversation to surface urgent guest issues above routine messages. Priority changes broadcast in real time via WebSocket, so your team sees urgent flags the moment they're set. Filter the inbox by priority to focus on what matters most during peak season.
- Priority levels 1-5 with real-time WebSocket broadcast
- Filter inbox by priority to surface urgent conversations
- Priority visible on conversation list and detail views
- Permission-controlled priority setting via ACL
Canned Responses & Templates
Speed up agent responses with pre-built reply templates. SMS chat templates, WhatsApp approved templates, and Airbnb canned responses, each with merge field support for personalization. Agents select a template, merge fields fill automatically from the contact and reservation, and the reply goes out in seconds instead of minutes.
- SMS, WhatsApp, and Airbnb canned response templates
- Merge field support for automatic personalization
- Template management with create, edit, and organize
- One-click insertion for fast, consistent agent replies
Real-Time Push & Mobile
Every conversation update pushes instantly to connected clients via WebSocket. New messages, assignments, completions, and priority changes appear in real time without polling. Firebase Cloud Messaging delivers push notifications to iOS and Android, including background notifications so agents never miss an inbound message, even with the app closed.
- WebSocket real-time updates for all conversation events
- Firebase push notifications on iOS and Android
- Background notification delivery when the app is closed
- Per-channel push notifications for SMS, WhatsApp, Airbnb, and email
Testimonials
What Our Clients Say
“I can definitely attribute a good number of reservations to SendSquared. Between the easy follow-up communication within the system and the CRM pulling up information as a call comes in, our reservations team is being more intentional on their calls, resulting in better conversions.”
Brock Reich
Chief Operating Officer, Orlando Resorts Rental
“My experience with SendSquared has been eye opening. To be honest I didn't think something this good existed. Having all emails, texts, calls, web chat and marketing in one place has given my company and team a huge advantage. SendSquared has saved us both time and money which are very important factors to my small business of 50 luxury homes. The company is amazing to work with and extremely helpful whenever it was needed.”
Jessica Goree
Chief Operations Officer, Beach Reunion
“SendSquared is a game-changer for our resort operation. Its ability to integrate with our reservation software, providing real-time reservation information during phone calls, allows us the opportunity to build off of the rapport we've already created with our repeat guests. We're answering phone calls asking our guests how their kid's baseball season went, instead of asking for their names.”
Tim Oxborough
Reservation Manager, Sugar Lake Lodge
“We manage over 300 properties and SendSquared has been instrumental in streamlining operations. Consolidating all communications into one platform while maintaining personalized guest experiences has been transformative for our team.”
Shawn Montgomery
Director of IT, Collins Vacation Rentals
“SendSquared is an indispensable tool for us! One of their significant standout attributes is its ability to centralize communication channels, offering a one-stop solution for managing various modes of interaction. This consolidation streamlines our workflows, enhancing our efficiency and productivity. What's better is their customer support elevates the user experience. Their responsive team is always ready to assist, going above and beyond to ensure seamless integration and utilization.”
Fred Cercena
CEO & Founder, GetAway Vacations
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