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New reservations start in Done by design. In the contact-based Inbox, use a workflow to bring website booking requests into To Do so your team can review them.

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Why booking requests land in Done

Every conversation created from a new reservation enters the Inbox in Done, including direct booking requests with the reservation status Booking Request. This keeps the To Do list focused on conversations that need action, following Conduit’s Inbox Zero philosophy. A reservation conversation moves to To Do when the guest sends a message, a teammate marks it as To Do, or a workflow surfaces it.

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Surface booking requests with a workflow

Best for: teams using the contact-based Inbox that accept booking requests through a direct booking website and need to approve or decline them.
  1. Create a workflow with the New Reservation trigger.
  2. Add a condition where Reservation status equals Booking Request.
  3. On the matching path, add a Leave Note step.
  4. Enter a note for your team. You can @mention a teammate to notify them.
  5. Turn on Mark as Todo.
  6. Publish the workflow.
Example: “A website booking request is created, so leave a note mentioning the reservations team and move the conversation to To Do.”

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Ticket Inbox limitation

In a ticket Inbox, the same toggle is labeled Reopen ticket. It only surfaces the request when the contact already has a ticket that is not closed or merged. It does not create a ticket. If no eligible ticket exists, the workflow leaves the note but the request does not enter the ticket queue. There is currently no workflow-only version of this recipe for a booking request without an existing ticket.

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Set it up in each workspace

Workflows apply to one workspace at a time. If you manage multiple workspaces, create and publish this workflow in each workspace where booking requests should appear in To Do.