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Unified Inbox

Unified Inbox

Connect messages from booking sites and social media channels in Akia

What Is the “Unified Inbox”

Akia supports email messages in the Inbox itself, so you can easily respond to emails you would normally get from Booking Sites such as Airbnb, VRBO, etc. in the Akia Inbox directly. Additionally, we also can connect with Facebook Messenger so you can see messages guests send to you in the Akia Inbox.

 

Airbnb

We strongly recommend logging out of Airbnb in your browser so that you connect the correct Airbnb account to Akia

 
  1. Follow this link: https://sys.akia.ai/integrations/apps/airbnb and click Install
      • Note: Only Akia admins or super admins can connect Airbnb
      💡

      Akia can connect different Airbnb accounts to each Akia office, so if you have multiple properties, switch to a different property and log in with your other Airbnb credentials. You cannot connect the same Airbnb account to multiple Akia offices. Please create co-host accounts in Airbnb if you want to separate the units to map your PMS/Akia unit separation.

  1. Log into your Airbnb account to authorize the connection
      • If you have multiple host accounts, please authorize the Airbnb connection while logged into your primary host account.
  1. Done! Feel free to test out sending an inquiry to one of your listings in the Airbnb platform and responding via Akia
 
❓
Airbnb has a strict content policy for unconfirmed booking messages and will filter out any Akia messages which include commercial content (i.e company names), email addresses, emojis, phone numbers, repetitive special characters, website links, and if all of the words are capitalized. Please ensure your messages to unconfirmed bookings do not include the above so that Akia can send the message to the guest.
 
Notion image
 

Connect a Different Airbnb Account to Each Akia Office

Do you manage multiple properties in Akia and have Airbnb accounts for each property? You can now connect a different Airbnb account to each Akia office so that you can manage inquiries, requests to book, and send Akia’s automated messages through the Airbnb platform.

 
How the Airbnb accounts would link to the Akia offices.
How the Airbnb accounts would link to the Akia offices.

Callouts

  • You cannot have multiple Airbnb accounts linked to the same Akia office (Airbnb Account A and B cannot be linked to Akia Office A).
  • You cannot link the same Airbnb account to different Akia offices (Airbnb Account A cannot be linked to both Akia Office A and Akia Office B). We suggest you create co-host Airbnb accounts that manage the units within each Akia office if you do not have designated Airbnb accounts.
 

How to Connect Different Airbnb Accounts to Akia

(It is highly recommended to log out of Airbnb on your other desktop tabs.)

  1. Go to https://sys.akia.ai/integrations/apps/airbnb and install the Airbnb app (Akia Admins or Super Admins are the only ones able to install Airbnb)
  1. You will be prompted to log in to Airbnb upon clicking Install
      • Make sure you log in to the Airbnb account you want linked to the Akia office name that shows in the top left corner of your Akia account
  1. Follow the steps in the window to connect your Airbnb account to Akia
  1. Switch your active office and repeat steps 1 to 3
      • To switch your active office, click on your profile picture in the top right corner of Akia and navigate to your other property in the dropdown
 

VRBO/Booking.com/Expedia/etc

First, you will need to get your Akia email so that emails are automatically forwarded to the Inbox.

  1. Click on your profile picture to go to Settings > Hotel Config
  1. Copy your Hotel Email
      2. Notion image
  1. Paste the Hotel Email into the appropriate field in your desired booking site (in-depth instructions below):
      2. VRBO
      1. Sign in to your Vrbo account.
      1. Click My account.
      1. From the drop-down, select Account settings.
      1. Click Account information.
      1. Under Account holder, add Akia’s Hotel Email address in the Email 2 field.
      1. Click Save changes.
      1. Add the relevant email address in the Contacts section of each listing. Learn more
       
      ⚠️
      You need to add the email address to each listing, not just select “Use my member email” due VRBO not bulk updating each listing’s email in the backend. We would recommend reaching out to VRBO support to help bulk upload each listing rather than doing it manually.
       
      Booking.com
      1. Go to Extranet > Account > Contacts / Notifications
      1. Add Akia’s Hotel Email to the Reservations section under Contacts
       

      To ensure emails are sent to Booking.com email addresses, please follow the steps below

      1. Sign into your extranet account.
      1. From the main menu, go to Property > Messaging preferences > Security settings and authenticate yourself if needed.
      1. On the security settings page, go to the section titled Your email addresses and click on the button Add email address.
      1. Add your Akia Hotel Email as an email address
       
      Expedia
      1. Go to your email notification settings page
      1. Add your Akia Hotel Email as a notification email
      1. Select/configure which notification types you want to receive at this email
       

      If you are having trouble locating where to update or add a notification email, please reach out to Expedia support for more assistance on how to update.

 
💬
If you receive email notifications about guest responses/messages on other platforms, then those emails can show up in the Akia Inbox! Supply the Akia Hotel Email in the message notification field (or the equivalent for the platform in question) and see the messages come into the Inbox.
 

Why Are My Messages Not Showing Up in the ____ Platform When I Respond in Akia?

Please double-check that the message you’re responding to is not sent from a generic email like noreply@escapia.com or automated@booking.com which would not be tied to the guest’s message, but a general notification email from the respective platform of a new message.

 

Facebook (Meta) Messenger

  1. Click on your profile picture in the top right corner and go to Integrations
  1. Go to the Messaging tab and select Messenger from Meta
  1. Click Install and follow the steps in the popup window to link your Facebook Page
 
Notion image
 

I Don’t See My Facebook Page in the Dropdown

This indicates the Facebook account you connected does not have access to your property’s page. Please follow the steps below to grant your account access to the Facebook page.

 
  1. Go to Manage in your Facebook page settings

2. Click on Page Access on the left hand side

3. Please make sure that your email is listed under People with Facebook access

 
📌
Even if you might be the admin of the page, your email account would still need to be listed under the People with Facebook access.
 
  1. Uninstall and reinstall Messenger in Akia here: https://sys.akia.ai/integrations/apps/facebook and you should see your Facebook page in the dropdown
 

Missed-Call-To-Text (Part of Call Management)

Please reach out to us in the Support Chat or at help@akia.com if you would like to add Call Management capabilities to your Akia account. You can either have missed-call-to-text or call forwarding set up for your Akia number, but not both at the same time.

 
⚠️
Call Management is only available for US and Canadian customers.
 

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