Hostaway Inbox

Inbox draft and SLA

Hostaway's inbox shows threads. It does not rank unanswered work by SLA or draft a reply from listing fields. Use hostaway-kit.

Required tools

1. inbox_triage — unanswered threads. Default SLA is 2 hours. status is breached, waiting, or answered.
2. list_messages — read the thread before drafting.
3. get_listing and get_calendar when the guest asked about the stay.
4. draft_reply — suggested text grounded in that listing.

SLA

• Unanswered means the latest message is incoming, or Hostaway hasUnreadMessages is set and there is no later host reply.
• hoursWaiting is computed from the last incoming timestamp. Do not invent wait times.
• Sort operator work by breached first, then longest hoursWaiting.

Drafts

• The draft must stay inside listing fields, house rules, amenityId values, and calendar prices.
• If the guest asked for wifi or a door code, the draft must refuse. Those fields are denylisted. The operator copies them from Hostaway and sends them in Hostaway.
• If the guest asked for a rate and the calendar price is missing, the draft must say unknown. Do not invent a number.
• draft_reply always returns send: false and sendEndpoint: null. There is no send tool. Tell the operator to paste the draft into Hostaway if they want to send it.

Never

• Never call POST /v1/conversations/{id}/messages.
• Never claim the message was sent.