Inbox brings your guest messages into one place: guest order support, Google reviews, and website form submissions. Read and reply without juggling email, phone, and separate dashboard pages. It's on your Owner Dashboard and in the Owner App.
⚠️ To reply to Google reviews, you need Yext connected.
Where to find Inbox
Open Inbox from the left side menu at dashboard.owner.com, or from the Owner App on your phone. On desktop, Inbox shows your conversations on the left and the selected message on the right.
ℹ️ If you manage more than one location, you see Inbox for the locations you have access to. Brand admins see all locations.
What Inbox covers
Use the filters at the top of Inbox to switch between the three types of messages:
Guest order support: a guest's question or problem about a specific order, and delivery cancellations from DoorDash or Uber Eats.
Reviews: your Google reviews, including ones that didn't come through Owner.
Form submissions: catering requests, event bookings, hiring forms, and any other website form.
Delivery cancellations
If DoorDash or Uber Eats cancels a delivery, you get a message in Inbox with the reason. Owner files a claim with the delivery provider to get the cost back, and the message shows the claim's status.
You decide how to handle the order. Owner doesn't refund or text your guest.
When the delivery provider decides, you get a notification, and the message shows the approved amount.
If the claim is approved, Owner sends you the approved amount.
To refund your guest after an approval, tap Refund guest $X in the message. It opens the usual refund screen.
ℹ️ An approved claim pays you back for the order. It doesn't refund your guest.
How replies work
You write your reply inside Inbox, then it opens your own email or messaging app to send it, so the message comes from your own address or phone number. For Google reviews, your reply posts straight to Google as your business.
Good to know
A few limits to be aware of:
There's no search bar. Scroll the list to find a chat.
You can't attach files to a reply. You can still view attachments guests send, like resumes.
You can't archive, delete, flag, or report a chat.
A refund needs a linked order. For other refunds, contact Owner Support.
Once you reply to a Google review, you can't reply again.
Google reviews are read-only and sync automatically from Google. If a review is edited or removed, that change shows in Inbox on its own. Only the reviewer or Google can remove a review, so you can't change or delete one yourself.
If your brand has several locations, a brand-level chat shows under each location's unread count.
A phone number with an extension can't be texted.
Inbox needs an internet connection. Replies aren't saved to send later.
Common questions
I don't see Inbox in my app. Why?
Update the Owner App to version 1.39.3 or later. You can also use Inbox on the Owner Dashboard at dashboard.owner.com.
Does the AI send review replies on its own?
No. You always review and edit the draft before it posts, and the AI only drafts replies for Google reviews.
Does Inbox replace the feedback and forms pages in my Dashboard?
No. Inbox is an extra place to manage messages. Your existing feedback and form pages are still there.
Does Owner see what I send to a guest?
For guest support and form replies, no. The message sends from your own email or number. For Google reviews, yes, the reply posts to Google through Yext.