The Inbox

The inbox is a unified messaging platform that allows you to control all of your vacation rental business’ communication from one place. This feature centralizes communication with guests from all sources such as Airbnb (including multiple accounts),, HomeAway, Agoda, Expedia, etc.


Why should I use Guesty's inbox?

One thread

See full conversations with guests that include communication using Airbnb messages, emails, SMS, and even your automated messages, all in one thread.

Ticketing system

Highly detailed conversation tickets that enable you to prioritize at a quick glance and simplify decision making. Also, you can archive conversations once handled.

All the data you need

New widgets that provide you with all the information you need right inside the inbox such as reservation info, guests' details, listing data and quick links.

Real-time updates

New incoming messages will appear in the Inbox in real time, no need to refresh.

Saved replies

Search, preview, and edit saved replies before sending.

Team collaboration

Assign a ticket to a team member, see which team member replied and quickly filter conversations by an assignee.

Guest Service Communication integration

easily monitor conversations made by our Guest Service Experts and jump in whenever you wish.

Direct Reservation Management

Pre-Approve Airbnb inquires, Approve/Decline reserved reservations directly from the conversation itself.

Left bar - conversation tickets

Search bar

Search for a conversation by guest name or reservation number.


Use the filters to show tickets filtered by tags, cities, listings, assignees and reservation status.


Sort conversations by time or by priority.

Conversations list

Each conversation ticket preview contains the last message time, unread/read indication, guest details, listing details, reservation progress bar (upcoming stay, currently staying, checked out).

Status folder

Use the bottom status icons to switch between showing open conversations mceclip1.png , snoozed conversations or archived ones mceclip2__1_.png.

If a guest responds to an archived message, the message will automatically go back to the inbox and will show as unread

Center - conversation thread

Action buttons

Use the top left action buttons to perform various actions such as mark as read/unread, assign/unassign to a team member, snooze a conversation and archive.  You can easily move an item from the open conversations list to the archived list and back. When the item is in the open conversations list, you have the 'Move to archived' action mceclip0.png, and when in the archived list you have the 'Move to open' action mceclip1.png in the actions button section.


In the thread you can track all of the communication with the guest, it means that if you started the conversation on Airbnb, sent check-in instructions over email, and lock-box code in an SMS, it will all show as one coherent conversation.

Saved replies

mceclip4.pngSearch, preview, and edit saved replies before sending it.


mceclip5.png Expand/collapse the reply box in case you have a long reply.

Reply methods
  • Airbnb - sends the message over Airbnb's platform. Currently, the functionality of sending messages inside a platform's messaging system is limited only to reservations originated from Airbnb.
  • Email - sends a direct email to the guest, based on its default email address (can be edited in the Guest widget on the right bar).
  • SMS - sends an SMS message to the guest's default phone number (can be edited in the Guest widget on the right bar).
Internal note

Internal note allows you to add notes in conversations for internal communication with your teammates or a note-to-self. Only your teammates will be able to see notes —they won't be sent to your guests.

Received attachments

Attachments can be received in the message thread via your guest's email or an Airbnb message. We support ‘doc’, ‘gif’, ‘jpg’, ‘jpeg’, ‘mp4’, ‘pdf’, ‘png’, ‘xls’ files.

Right bar - widgets

basic information about various topics, reservation selection in case the guest has multiple reservations, and reservation button management if relevant:
  • Pre-Approve - for Airbnb reservation in status Inquiry, you can automatically Approve a future booking request if such is made by the guest.
  • Approve / Decline - for a Reserved reservation you can Approve or Decline it.

    For an Airbnb reservation, the host has 24 hours to confirm; otherwise, it is declined.

    For a HomeAway reservation, the host has 24 hours to decline; otherwise, it is confirmed.


Detailed information about the reservation (status, source, check-in, check-out, and extra information), and a link to open the reservation in a new tab.


Guest details with an editing capability.


Detailed information about the listing (place, space, amenities, and extra information), and a link to open the listing in a new tab.


External links to useful online services. When you click on a link, the listing address is sent to the online service provider and you get immediate automatic data for your specific listing. The online services cover maps, yellow pages directory, weather, parking and taxi fair services.