> ## Documentation Index
> Fetch the complete documentation index at: https://docs.conduit.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Surface Booking Requests

> Route website booking requests into To Do in the contact-based Inbox with a workflow.

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.

## 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](/using-the-inbox/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.

## 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."

## 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.

## 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**.


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