The Inbox

The inbox is a unified messaging platform that allows you to control all of your communication with guests from all sources such as Airbnb (including multiple accounts),, HomeAway, Agoda, Expedia, etc. And in addition, new incoming messages will appear in the Inbox in real time - no need to refresh!



Why should I use Guesty's inbox?

One thread

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.

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).

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.

Quick access 

  • Use the search bar 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.

Direct Reservation Management

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

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.

conversation list

Each conversation ticket preview contains the guest's name, last message time, message preview, unread/read indication, and a reservation progress bar (upcoming stay date, currently staying, checked out).

Status folder

Use the bottom status icons to switch between showing open conversations 2.png , snoozed conversations3.png or archived ones 4.png.

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

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. 1.png 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 4.png, and when in the archived list you have the 'Move to open' action 2.png in the actions button section.


All the data you need

Useful 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.

Saved Replies

5.png Search, preview, and edit Saved Replies before sending them.

Saved Views

5.png Saved Views makes it possible to customize, save and name a set of filters that can be quickly accessed within the Guesty Inbox.

Team collaboration

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

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.

Guest Service Communication integration

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