Inbox
Inbox Tab
The Inbox centralizes every guest conversation tied to a reservation — across booking platforms, email, WhatsApp, SMS, and direct channels — so the communications team can reply with full context from one place.
The Inbox list
The Inbox tab opens to a list of every conversation, sorted by most recent activity. The title at the top reflects the current view: Inbox, Assigned to me, Needs reply, or Flagged.
Filtering and searching
The header gives you fast ways to narrow the list:
Person icon — show only conversations Assigned to me.
Bubble icon — show only conversations marked Needs reply.
Flag icon — show only Flagged conversations.
Globe icon — toggle automatic translation of the previews.
⋯ menu — Hide dormant conversations removes threads with no messages yet; Show all conversations brings them back.
Swipe a row left for quick actions: Flag / Unflag and Replied / Unread.
Below the header, a search bar ("Search guests or booking codes...") finds a specific guest by name or by booking ID. Pull down on the list to refresh the latest messages.
Message preview
Each row surfaces enough about a conversation to triage it without opening the thread:
Reservation status — Check-in today, Currently hosting, Past guest, etc., so you can prioritize urgent threads.
Listing name and ID — the property nickname and unique identifier the conversation is tied to.
Guest name — the full name of the guest you're talking to.
Stay dates — check-in and check-out, for context on timing.
Time of last message — timestamp of the most recent activity.
Message preview or status — a short excerpt of the latest message, or No messages yet if no exchange has happened.
Opening a conversation
Tap any row to open the full thread. The header packs everything you need to reply with context.
Header
Booking-channel logo (Airbnb, Booking.com, direct, etc.) and the guest's name.
Translation toggle (globe icon) — instantly translate the thread, or revert to the original language. A toast confirms the change.
More menu (⋮) — toggle Needs a reply / Mark as replied and Flag chat / Remove flag.
A stay status strip showing context like Checking in today, Checking out today, Currently staying, Arriving in X days, or Past guest, alongside the listing nickname and stay dates.
Tap Details on the right of the strip to open the full guest context (covered below).
Suggested replies
Above the text field, a card offers an AI draft:
Get AI suggestion — Draft a reply from this thread. Tap it and Guestway reads the conversation, your saved replies and guidebooks and writes a draft.
AI suggested reply — the draft, with Tap to insert underneath. Tapping replaces whatever is in the text field with the draft and puts the cursor at the end. When space is tight the card is compact (Tap to view) and opens a preview with Dismiss and Use.
Under the draft, source pills show what it drew on — guidebooks, saved replies, or 3 conversations. No sources used means it was built from the thread alone.
Swipe the card away to dismiss it; a Suggested reply — Tap to bring it back card lets you restore it.
Already typed something? Tap Improve with AI in the composer to polish your own draft instead (AI improved reply).
Auto-pilot
Beta. Auto-pilot on mobile is in beta. Behaviour may change and it may not yet be enabled for your organization.
When an Auto-pilot configuration applies to the conversation, an Auto-pilot row appears above the suggestion card with the configuration's name and a switch. The switch turns Auto-pilot on or off for this conversation (Enable Auto-pilot for this conversation). Configurations still in testing carry a Testing badge: they draft replies for you to review instead of sending.
While Auto-pilot works, a status bubble in the thread shows what it's doing (Auto-pilot will answer in 0m 12s, Searching knowledge base…) with a Cancel Auto-pilot button. Results appear as Draft bubbles with Send and Dismiss, or as sent messages marked Sent by Auto-pilot. If the row says Auto-pilot won't run here. No configuration applies to this conversation. or … when this conversation has more than one reservation., the switch is hidden.
The composer
Type a message and tap the send button.
Channel — the icons under the field pick where the reply goes: the booking channel, WhatsApp, SMS, Email, Guest Portal, Website Chat, Instagram, Messenger, or Internal Note. Internal notes show a banner Internal Note · only visible to your team.
Saved replies — open the picker from the attachment menu or the saved-reply chip. Search by title; WhatsApp conversations open WhatsApp templates instead, and a selected template can't be edited (Template cannot be edited).
Auto-translate — On translates outgoing messages to the guest's language (detected by AI or set manually); Off sends as typed.
Attachments — Photo Library, Take Photo or Choose Files.
@mention a teammate — the composer switches to an internal note automatically (Switched to Internal Note because of @mention.).
Who can respond?
Only the communications team can reply directly to guests from the Inbox. This keeps every guest interaction in a consistent voice, handled by trained team members.
Live collaboration
The Inbox is built for teams working a thread together.
Live chat indicators
See when other team members are looking at the same conversation, when they've seen a message, and when they're typing — so you don't double-respond.
Internal notes
Leave notes inside the conversation for other operators. They're highlighted in yellow and visible only to your internal team — guests never see them.
Use internal notes to:
Summarize a phone or in-person conversation with the guest.
Report unusual situations or guest-related feedback.
Flag updates or follow-ups others should pick up.
The Details view
Tap Details at the top of any conversation to open the full structured context for the guest and their reservation. The page is titled with the booking's confirmation code; its ⋮ menu offers Copy confirmation code, View in Guest Portal and View in your PMS.
The view is split into five tabs.
1. Reservation
The reservation card shows guest name, channel, dates and guest counts, with badges for status (Confirmed, Reserved, Awaiting payment, Canceled …), Owner stays, Protection and Deposit. Tap Protection for Protection Details (coverage period, who paid, verification, Open in Truvi); tap Deposit for the Security Deposit sheet (Hold, Schedule, Charge: held funds, auto-release, captured, refunded).
Below it, expandable sections with counts:
Alterations
Date, check-in/out or guest-count change requests with Accept / Decline.
Upsells
Early check-in and late check-out requests: Definition, Requested time, Price, status (Awaiting review, Bought by guest, Approved, Declined with refund, Cancelled by guest …) and Approve / Decline buttons.
Resolution Center
Airbnb resolution cases with amounts requested, paid and charged.
Pre-check-in
The pre-check-in progress as a step list — Guest Information, Trip Details, Agreement, Protection, Upsells, Fees, ID Verification — each with a status (Completed, Pending, Skipped, Paid, Purchased, Card on file …). Tap View information for the Full pre-check-in with every submitted field. With permission, Bypass full pre-check-in or bypass a single step.
Services
Services on the reservation, marked Manually assigned or Automatically assigned.
Group bookings
Related reservations in the same group, with Open conversation.
Notes, Documents, Custom fields
Internal notes, files (View, Download, Copy link) and reservation custom fields.
A calendar strip and a finance card (Accommodation Fare, Total Fees, Total Taxes, Channel Fee, Payout, Total Net Income) close the tab.
2. Listing
Photo, nickname and clean team, then cards for Type (bedrooms, bathrooms, bed setup), Wi-Fi, the thermostat's current temperature, Guidebooks (tap to preview or copy a link; internal ones are marked Internal), Custom Fields (values inherited from a multi-unit or complex are tagged From multi-unit / From complex) and Amenities grouped by category.
Use it when guests ask questions about the unit, amenities, or location — without leaving the conversation.
3. Guests
The guest's profile with Superhost / Host badges, verification chips (email, identity, phone), User since, and their Airbnb reviews (SHOW 3 REVIEWS). Then a satisfaction card, a risk card with General and Reviews breakdowns, contact information where you can Mark as primary an email or phone number, the Booker, Additional guests and License plates.
Adapt your tone, anticipate issues, and communicate more effectively with this context on hand.
4. Access
Each smart lock and static lock with its Access Code, validity and Last seen time; grouped doors appear under Shared Access. Tap a code to copy it (Pin code copied). Tap a lock for actions: Share (drops the code into the composer), Disable Code / Enable, Open Door, Extend Access. The Manage card acts on all locks: Re-generate codes, Extend access, Enable all locks, Disable all locks.
Hand out access details directly to a guest without switching tools or pinging another team member.
5. Operations
The reservation's Checklist (tap items to tick them; a Completed badge appears when all are done) and a stay timeline with the Pre-arrival cleaning and Post-departure cleaning cards: Clean team, Finished by, Finished at, Condition (No damage / Damaged, Acceptable / Very dirty), Photos · n and status (Pending, Done, Cancelled). Tap a card to open the cleaning task.
Why this matters
Together, the Inbox list, conversation header, and Details view ensure that:
You never reply without context.
Urgent stays surface on top.
Guest mood, risk, and access information are always one tap away.
Teams work faster, smarter, and with fewer mistakes — even on the go.
In short: every conversation is backed by full operational and guest intelligence, right from your phone.
What's next
Last updated