Inbox

The inbox is where guest communication lives. Messages from every connected channel — email and chat (webchat, WhatsApp, Messenger and other messaging integrations) — become support tickets that are tagged, routed to the right location, and answered by your team or by Jonna automatically. Everything the inbox UI does is available through the Inbox API.

Tickets

A ticket tracks one guest request from first message to resolution:

• Status — NEW, OPEN, IN_PROGRESS, PENDING, WAITING_FOR_CUSTOMER, WAITING_FOR_INTERNAL, WAITING_FOR_EXTERNAL, CLOSED.
• Priority — LOW, NORMAL, HIGH, URGENT.

Read tickets with supportTickets / querySupportTicket, aggregate with querySupportTicketFacets, and search with supportTicketSearch or freeTextSearch. supportTicketConversation returns the full back-and-forth for one ticket, and queryConversationLog the event history. Update status, assignment, and fields with newMutateSupportTicket, and add mutateInternalNote / mutateComments for notes guests never see.

Tickets don’t only come from inbound messages — createTicketFromReview and createTicketFromForm turn a review or a survey submission into a ticket, so a complaint left on Google gets the same follow-up as an email.

Replying

Email and chat have different reply shapes:

• Email — build a draft with inboxCreateEmailDraft (or fetch pending ones with getDrafts), then sendEmailDraft. replySupportTicket replies in the context of a ticket.
• Chat — sendChatMessage, sendChatMedia, sendChatTemplate, and reactions via sendChatReaction / removeChatReaction. replyChatMessage replies within a ticket.

For live UIs, replyStreamSubscription and streamChatData push replies and chat events as they happen.

Super tags

Super tags are the inbox’s structured labeling system. A definition (querySuperTagDefinitions, mutateSuperTagDefinition) describes a tag: label, color, owner, a JSON schema for its structured fields, and an aiConfig — because tags aren’t only applied by hand, they’re extracted by AI from the conversation itself. Category labels cover the things guests actually write about: allergies, cancellations, complaints, corporate customers, facilities, and so on.

Tag instances on tickets are read with querySuperTags and written with mutateSuperTag; queryTenantSystemSuperTags lists the system-provided set for your tenant. Tags drive routing, workflows, and the inbox analytics breakdowns.

Analytics

queryAnalyticsBatch answers the operational questions in one call: ticket volumes over time, response times, workload per team member, channel and location breakdowns, conversion funnels. It takes a batch of query specs, so one request can fill a whole dashboard.

Views & preferences

Saved inbox views (inboxViews, mutateInboxViews) persist filtered work queues — “urgent complaints, London venues” — and getInboxConfig / mutateInboxConfig holds tenant-level inbox configuration. Per-user notification behavior lives in queryMyNotificationPreferences / mutateMyNotificationPreferences, and ticket-level subscriptions in mutateTicketSubscription / queryTicketSubscribers.

Full operation reference: Inbox API.