Set Up Email Auto-Reply Drafts

Quick Setup

Connect one dedicated inbox, then test it or finish the Gmail flow. This takes about 5 minutes.

This guide helps you create draft replies for incoming guest or reservation emails. When reservation access is enabled, AVA can also use reservation context in new drafts. AVA creates drafts only. Staff still reviews and sends each message manually.

Go to: Settings → Integrations

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Quick Reference

Setting	What It Controls	What You See
Provider	Gmail or IMAP connection type	Gmail, Vodien / cPanel Webmail, or Custom IMAP
Mode	How drafts are created	Auto draft every incoming email
Reservation access	Whether drafts can use reservation context	Switch, verification status, failed hotels, and Recheck
Connected inbox	Which mailbox creates drafts	The connected email address
Mailbox details	Gmail watch or IMAP server details	Expiration time or server address
Organization inbox	One inbox for multiple hotels	One hotel inbox serves the organization
Test connection	Checks IMAP settings before saving	Drafts folder and highest UID appear
Disconnect	Removes the mailbox connection	No new drafts are created

Before You Start

Confirm these requirements:

• You are using a dedicated guest or reservation inbox
• You have access to the mailbox password or Gmail account
• You can edit Settings → Integrations

Use a dedicated inbox

Do not connect a staff inbox or a partner inbox. Use a mailbox that only handles guest reservations.

Set Up Reservation Access

Use this when you want draft replies to include reservation details.

Default off

Reservation access starts off. Drafts still work without reservation details until you turn it on.

1. Go to Settings → Integrations.

2. Open Email Auto-Reply Draft.

3. Turn on Reservation access.

4. Wait for the verification check.

   ✓ Ready means every scoped hotel passed. ✓ Needs attention means one or more hotels failed.

5. Review the failed hotels list.

6. Click PMS settings for any failed hotel.

7. Click Recheck after you fix the settings.

Connect Gmail

1. Go to Settings → Integrations.

2. In Email Auto-Reply Draft, choose Gmail.

3. Click Connect Gmail.

4. Sign in to Google and approve access.

   ✓ The status changes to Connected.

5. Check the Connected inbox and Provider fields.

   ✓ You should see your Gmail address and Gmail.

Gmail watch status

The mailbox details field shows when the Gmail watch expires. Reconnect Gmail when that date is near or has passed.

Connect an IMAP Inbox

Use this for Vodien / cPanel Webmail or Custom IMAP.

1. Go to Settings → Integrations.

2. In Email Auto-Reply Draft, choose Vodien / cPanel Webmail or Custom IMAP.

3. Enter the mailbox details.

   • Email address
   • Login username
   • Mailbox password
   • IMAP incoming server
   • IMAP port
   • Use SSL/TLS
   • Webmail URL if you have one
   • Inbox folder
   • Drafts folder if needed

4. Click Test connection.

   ✓ You should see Connection test passed. The test shows the drafts folder and highest UID.

5. Click Connect mailbox.

   ✓ The status changes to Connected.

Use One Inbox for an Organization

Use this when one hotel inbox should serve multiple hotels.

1. Connect Gmail or IMAP for one hotel first.

2. Switch to the organization view.

3. In Organization inbox, choose the connected hotel inbox.

4. Click Use as organization inbox.

   ✓ The status changes to Organization inbox active.

5. Return to a hotel if you want to move it back later.

6. Click Move back to merchant inbox.

   ✓ The inbox works for one hotel again.

Understand Status

Status	What It Means
Not connected	No inbox is linked yet
Setup needed	The feature is not configured for this environment
Connected	Draft replies are being created
Organization inbox active	One inbox serves the organization

Reservation Access Status

Status	What It Means
Off	Drafts do not use reservation context
Verifying	AVA is checking hotel access now
Ready	Reservation context is available in new drafts
Needs attention	One or more hotels failed the check

Troubleshooting

Reservation access will not turn on

What you see: The switch stays off, or Needs attention never clears.

Fix:

1. Open the failed hotels list.
2. Open PMS settings for each failed hotel.
3. Fix the missing reservation lookup settings.
4. Click Recheck.
5. Try again after the status shows Ready.

Connect Gmail is missing

What you see: The Connect Gmail button does not appear.

Fix:

1. Confirm you are on Settings → Integrations.
2. Switch Email provider to Gmail.
3. Ask an admin to check your email integration access if it still does not appear.

Gmail connection fails

What you see: Gmail does not connect after sign-in.

Fix:

1. Sign out of Google and try again.
2. Confirm you approve the requested access.
3. Refresh Settings → Integrations and try Connect Gmail again.

IMAP test fails

What you see: Connection test failed. Check the mailbox settings.

Fix:

1. Check the mailbox password.
2. Confirm the IMAP server name is correct.
3. Confirm the IMAP port is valid.
4. Turn Use SSL/TLS on or off to match the mailbox.
5. Try Test connection again.

Connect mailbox stays disabled

What you see: Connect mailbox stays greyed out.

Fix:

1. Run Test connection first.
2. Fix any IMAP field errors.
3. Wait for the test result to appear before saving.

Drafts do not appear after testing

What you see: Connection test passed, but new emails do not create drafts.

Fix:

1. Disconnect the mailbox from Settings → Integrations.
2. Connect the mailbox again.
3. Run Test connection again.
4. Send a new test email to the inbox.
5. Check the Drafts folder after a short wait.

When this still happens

If you still see "Connection not available", ask support to review the mailbox connection. That usually means the mailbox session needs a fresh reconnect.

No connected hotel inboxes yet

What you see: The organization panel says no connected hotel inboxes exist.

Fix:

1. Switch to a hotel in the organization.
2. Connect Gmail or IMAP there first.
3. Return to the organization view and promote that inbox.

Gmail watch expired

What you see: The mailbox details show an expired Gmail watch.

Fix:

1. Disconnect the inbox.
2. Connect Gmail again.
3. Refresh Settings → Integrations and confirm the status returns to Connected.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Gmail still will not connect
• ❌ IMAP tests keep failing after you check the settings
• ❌ The inbox does not become active after refresh

Helpful to include:

• Screenshot of the Email Auto-Reply Draft card
• The mailbox provider you chose
• The time the issue started

Related Guides

• Set Up Email Autodraft Reply Closing
• PMS Connection
• Set Up Pre-Arrival Emails