Keep up with guest requests and reviews without switching between separate dashboard pages. Inbox brings guest order support, Google reviews, and website forms together in the Owner Dashboard and Owner App.
Open Inbox in the Owner Dashboard
On desktop, your conversations appear on the left. The selected message opens on the right.
Log in to your Owner Dashboard.
Click Inbox in the left navigation.
Open Inbox in the Owner App
Check guest messages from your phone in the Owner App.
Open the Owner App.
Tap Inbox in the bottom bar.
ℹ️ Note: If you manage several locations, Inbox shows messages for the locations you have access to.
Choose a message type
Use the Support, Reviews, and Forms filters at the top of Inbox. Select a message to read its details.
Filter | Messages | How-to article |
Support | Order questions and delivery cancellations | |
Reviews | Google reviews, including reviews outside Owner | |
Forms | Catering, events, job applications, and other website forms |
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 a claim approval, select Refund guest with the displayed amount in the message. It opens the refund screen.
ℹ️ Note: An approved claim pays you back for the order. It does not refund your guest.
How replies work
Guest support and forms
You can draft a guest support or form reply in Inbox. Your own email or messaging app opens to send it, so it comes from your address or phone number.
⚠️ For guest support and form replies, finish sending in your email or messaging app. Opening that app does not send your reply.
Google reviews
⚠️ To reply to Google reviews, you need Yext connected.
Google review replies post directly to Google as your business. If a Google review already has a reply, you can’t post another reply from Inbox.
Good to know
Keep these limits in mind when you manage messages.
You cannot attach files to a reply in Inbox. You can open files guests submit, such as resumes.
You can't archive, delete, flag, or report a chat.
A refund needs a linked order. For other refunds, contact Owner Support.
Google reviews sync from Google. Inbox reflects edits and removals, but you cannot edit or delete the guest’s review yourself.
If your brand has several locations, a brand-level chat shows under each location's unread count.
Inbox cannot send a text reply to a phone number with an extension.
Inbox needs an internet connection. Replies aren't saved to send later.
Opening a conversation marks it read for you. Use Mark unread to come back to it later.
Choose how you hear about new messages: set up Owner Inbox notifications.
FAQ
I don’t see Inbox in my app. Why?
I don’t see Inbox in my app. Why?
Update the Owner App to version 1.39.3 or later. You can also open Inbox on your Owner Dashboard.
Does the AI send Google review replies on its own?
Does the AI send Google review replies on its own?
No. You review the suggested reply and can edit it before posting. AI-suggested replies are available for Google reviews, not guest support or form submissions.
Does Inbox replace the feedback and forms pages in my Dashboard?
Does Inbox replace the feedback and forms pages in my Dashboard?
No. You can manage messages in Inbox and still use the existing feedback and form pages.
Does Owner see what I send to a guest?
Does Owner see what I send to a guest?
For guest support and form replies, no. Your message sends from your own email address or phone number. Google review replies post through Yext and are visible to Owner.