Connect the hotel mailbox

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Why	Bring guest emails into the same Inbox as Guest Portal questions — and send hotel email (vouchers, portal codes) from the hotel’s own address rather than a system one.
Who	Hotel administrators: the setup is done once, before you start working with messages.
What you’ll get	A connected mailbox: email sent to the hotel’s address appears in the Messages list, and outgoing email is sent through the hotel’s mailbox.
Limitations	One integration covers one mailbox for one purpose: receiving mail or sending template emails. Settings can only be saved after a successful connection test. For popular providers the server parameters are filled in automatically; for the rest you enter them by hand.

The Messages section keeps every guest conversation in one list, but guest emails only get there once the hotel’s mailbox is connected. The connection happens on the “Mail and messengers” screen in a single pass: the mailbox address, the server parameters, a test — and the mailbox is live. For popular email providers the system works the parameters out on its own; you only fill in whatever it could not determine.

Why the Inbox needs your mailbox

Until mail is connected, the only things appearing in “Messages” are questions from the Guest Portal: a guest writes from their booking, and the question lands in the shared list. Emails that guests send to the hotel’s address join the same list once the mailbox is connected: the system picks up mail from the mailbox and turns every email into a conversation.

The reverse direction works too: the same mailbox carries the hotel’s outgoing email — booking vouchers, Guest Portal codes and links (for this the mailbox gets the “Template email sending” role). Until sending is set up, a guest cannot get into the portal from the email with the code: the email simply will not go out — set up sending before you start using the portal. That is why a mailbox takes one of two roles when connected: “Incoming mail” receives guest emails, while “Template email sending” handles outgoing automated email.

Where email is set up

The screen is called “Mail and messengers”. The quickest way in is from the “Messages” list: while there is no mailbox, a yellow “Mailbox not connected” banner sits above the list, and its “Set up incoming mail” button takes you straight to the settings. To get back to the list, use the “Messages” item in the menu.

On the left of the screen are “Email” cards: one per connected mailbox, each with its own switch. There can be several mailboxes — a separate one for receiving guest email and a separate one for automated email, for example.

The mailbox purpose is chosen when connecting:

“Incoming mail” — receives guest emails into the Inbox;
“Template email sending” — outgoing automated email: vouchers, portal codes.

The “Add email integration” button starts connecting a new mailbox. For the selected card, the right-hand panel shows the details: integration name, purpose, address, IMAP, SMTP, status, and the date of the last synchronization — with “Edit” and “Delete” buttons alongside.

Fill in the SMTP settings

Click “Add email integration” — a two-step form opens: “1 Address and name” → “2 Mail server”.
Enter the mailbox address in the “Hotel email” field. For popular providers the IMAP and SMTP parameters are filled in automatically; if there is no auto-config for your domain, you enter the parameters manually on the next step.
Set an “Integration name” — staff-only, it helps you tell mailboxes apart in the list.
If needed, expand the “Additional” block: “Mailbox purpose” (“Incoming mail” or “Template email sending”), “Sender name” (the signature on outgoing emails; left empty, the name from the address is used), and “Reply-To” (a reply address if it differs from the main one; usually not needed).
Click “Next” and fill in the “SMTP (outgoing)” section: “SMTP server”, “SMTP port”, “SMTP encryption” (TLS, for example), “SMTP login”, and “SMTP password”.
Gmail and Google Workspace mailboxes need an app password (App Password), not the regular account password — especially with two-factor authentication enabled on the mailbox.

Result: the server parameters are in — the connection test is all that remains.

Test and save

Click “Test connection” — the system checks the parameters against your mail server.
Until the test passes, “Save” stays unavailable: saving unlocks only after a successful test.
Once the test succeeds, click “Save”.

Result: the integration is saved and appears as a card on the left — with its purpose, status, and last synchronization date.

If the test fails, the form keeps the “Test: failed” status — go back over the server, the port, the encryption, and the password (typical reasons below). Leaving the form with unsaved changes brings up an “Unsaved changes” confirmation first.

If the test fails

Three usual suspects:

A regular password instead of an app password. With two-factor authentication on the mailbox, the regular account password is not accepted: create an app password (App Password) in your provider’s settings and enter it in the “SMTP password” field.
Wrong port. Each encryption type uses its own port — check the “SMTP port” value against your provider’s settings.
Mixed-up encryption. The wrong option is selected in “SMTP encryption” — SSL instead of TLS or the other way around.

After fixing anything, click “Test connection” again.

How to tell it is working

Return to “Messages”: the yellow “Mailbox not connected” banner is gone.
Send a test email to the hotel’s address from an ordinary mailbox — the email appears in the conversation list alongside portal questions.
Emails and portal questions are told apart by the source icon in the thread header; the “Channel” and “Active” filters above the list help sort conversations.
On the integration card, “Last synchronization” updates — showing when the system last picked up mail.