Assigning guest conversations to a teammate

You can now assign a guest conversation to a specific teammate. The assigned teammate is the person who receives notifications when the guest replies, making it easier to keep ownership of guest communication clear.

Assign a Guest Conversation

You can assign a conversation from the Messages tab of a booking, booking request, or enquiry.

1. Select the booking, booking request, or enquiry to open it.
2. Go to the Messages tab.
3. At the top of the conversation, find Assigned to.
4. Select a teammate from the dropdown.
5. To remove the assignment, select the X button next to the Assigned to field, to clear the assigned teammate.

   
   

   
   

Who Can Be Assigned a Guest Conversation?

The Assigned to list only includes:

• The account owner.
• Hosts who have:
• • Have access to the property.
  • Have the Messages permission.
  • Have the Send Messages permission.

Both permissions can be found under Guest communication in their team permissions.

NOTE:
Other roles, such as Housekeepers, do not appear in the list and cannot be assigned.
Important: Anyone with the Messages permission can assign a conversation, even if they cannot be assigned themselves.

How Assignments Appear in the Inbox

• When a conversation is assigned to a teammate, their initials appear in an 'initials bubble' on the guest’s avatar in the Unified Inbox, as shown below:

• If no one is assigned: No initials bubble is shown on the guest’s avatar.

Filter the Inbox by Assignment

A new filter in the Unified Inbox lets you view conversations based on who they are assigned to. To view the filter, go to Inbox > Guests, then select the filter you need from the available list below:

• Anyone: shows conversations regardless of assignment.
• Assigned to me: shows conversations assigned to you.
• Unassigned: shows conversations that have no assigned teammate.

The assignment filter works alongside the existing Inbox filters and is remembered between visits.

Who Gets Notified When the Guest Replies?

When nobody is assigned

Notifications work as they did before:
Push notifications: The account owner and every Host with the Messages permission for that property are notified.
Email: The account owner and every teammate with the Messages permission for that property are notified.
Inbox: The conversation appears for everyone who can see it, with its unread marker.

When someone is assigned

Only the assigned teammate receives the notification when the guest replies.
Push notifications: Only the assigned teammate is notified.
Email: Only the assigned teammate is notified.
Inbox: Teammates can use the Assigned to me filter to view conversations assigned to them.

Email Notification Limitations

Email notifications for new guest messages are only available for conversations that arrive by email, such as:

• Direct bookings
• Google
• Other channels that send the conversation by email

NOTE:
Airbnb, Booking.com, and Vrbo messages do not send email notifications from Uplisting. This has not changed with conversation assignment.
Each teammate's own notification settings still apply. If a teammate has disabled guest message emails, assigning a conversation to them will not override their notification settings.

Mobile App Availability

The mobile app does not currently show:

• Who a conversation is assigned to.
• The assignment status.

What the Guest Sees

Guests cannot see who a conversation is assigned to.
Assignment is an internal team feature and does not change what the guest sees.

Supported Languages

The feature is available in all six dashboard languages.

FAQs

Does the guest see who is assigned?
No. Assignment is only visible to your team.

Does assigning or unassigning someone send a notification?
No. Only new guest replies trigger notifications.

Why can't I find a teammate in the Assigned to list?
Check that they have the correct role, access to that property, and both the Messages and Send Messages permissions under Guest communication.

Can I assign more than one person to a conversation?
No. Each conversation can be assigned to one person at a time.

Can I see or change assignments in the mobile app?
Not yet. This is coming soon.

Updated on: 29/09/2026