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.
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).
AI-generated draft suggestions
When you open a guest message, Guestway analyzes the content and prepares a suggested reply tailored to the inquiry. Drafts stay on-brand, polite, and consistent across the team — especially handy for routine questions, requests, and updates.
You can:
Send the suggestion as-is — best for standard questions where the draft fits.
Edit before sending — tweak the wording while keeping most of the suggestion.
Write a fully custom response — for sensitive or complex situations.
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.
Channels you can respond on
Replies can go out on whatever channel makes sense for the guest:
OTA (Airbnb, Booking.com, etc.)
Email
WhatsApp
SMS
Guest Portal
Direct booking-site widget
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. Everything you need to handle a thread confidently lives here.
The view is split into four tabs.
1. Reservation
A full overview of the stay:
Guest name
Listing name
Number of guests, including whether children are included
Stay dates (check-in / check-out)
Check-in status (checked in or not)
Guest mood indicator — emoji shorthand for emotional context
Calendar view — current, past, and upcoming reservations for the same property
Price paid for the reservation
2. Listing
The Listing tab shows the property the guest is staying in:
Address
Type of unit
Number of bedrooms and bathrooms
Other property details relevant to the stay
Use it when guests ask questions about the unit, amenities, or location — without leaving the conversation.
3. Guests
The Guests tab gives a deeper read on who you're talking to:
Detailed guest mood
Detailed risk-score analysis
Reviews from Airbnb that help you anticipate behavior
Guest profile, including phone number, email, address, and preferred language
Adapt your tone, anticipate issues, and communicate more effectively with this context on hand.
4. Access
The Access tab centralizes entry information:
Smart-lock codes (e.g. Nuki, Salto)
Static or backup codes, when applicable
Hand out access details directly to a guest without switching tools or pinging another team member.
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
Tuning who gets pinged for new messages? Open
Settings.
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