Saved Replies setup

Saved Replies are pre-written responses that can be used when replying to a guest via the Guesty inbox or used by our Guest Communication Service.

By using Saved Replies, either your communication team or our trusted experts will respond to questions in your manner and tone.

Saved replies can be found under Listings > Listing > Saved Replies


Some of your saved replies are unique to a specific listing, while others might be relevant to any or all of your listings.


Creating a new Saved Reply

In the Saved Replies tab, you will find the Add a new saved reply button, located in the top right corner. 


When a guest asks about _______:

 This free text space allows you to label the new saved reply. We recommend that you write the primary subject or keywords for the question that this reply will answer. For example, this field can include "WiFi", "baby cot", "coffee machine", "parking", etc.

The answer should be _______:

This free text space allows you to fill in the exact answer that you would want your team or our experts to use when this question or topic arises. This text should only include a direct answer to the question and not a full email or message. For example, for questions about WiFi you can simply write. "the WiFi network is VacationBnB and the password is 12345". 

This information is relevant for these listings:

Start by selecting a specific listing, a listing by filter or all listings. For a specific listing start typing its nickname, and for a listing by filter choose city/tag filter (or both).

If you want it to apply to all the listings except of some, use the Exclude these listings field and select the listing you want to exclude. You can also do so when using filters.

This information is relevant in these cases:

Some questions are relevant only before a guest confirms their reservation, some questions are relevant only after a booking has been confirmed, and some are always relevant. For example, "What is the WiFi password?" would be relevant only for guests with confirmed reservations, whereas discount policies will be relevant only for guests who are still in the inquiry stage. You can indicate which situations these responses are relevant for by using the check-boxes. 


Customizing Saved Replies: Grouping in folders

Similar to the way we organize our files on the computer, saved replies can also be nested inside folders. For example, replies regarding the coffee machine, hot water, and A/C can all be inside the "Amenities" folder.