Inbox

Inbox Tab

The Inbox tab in the Guestway App serves as a centralized hub for all reservation-related communications. It offers a clear and organized view of every conversation connected to guest bookings, allowing you to easily track messages, respond promptly, and stay fully updated on any guest requests or changes. This streamlined communication tool helps improve coordination between managers, cleaning teams, and guests, ensuring a smooth and efficient workflow.

Message Preview

Each message preview in the Inbox provides comprehensive details designed to give you a clear and immediate understanding of each reservation and its communication status:

• Reservation Status: This shows the current phase of the guest’s stay, such as “Check-in today”, or “Currently hosting”. These status labels help prioritize responses and anticipate upcoming tasks or issues related to the guest’s visit.

• Listing Name and ID: Every message is linked to a specific property, identified by its unique nickname and ID number. This ensures you can quickly associate communications with the correct listing, especially important when managing multiple properties, avoiding confusion, and allowing for precise follow-up actions.

• Guest Name: The guest’s full name is displayed prominently to help you recognize who you’re communicating with. This personalizes the interaction and helps when cross-referencing reservations or addressing specific guest needs directly.

• Stay Dates: The check-in and check-out dates for the booking are shown, providing context about the guest’s length of stay and timing. This information is crucial for scheduling cleaning tasks, planning guest services, and responding appropriately based on how soon the guest will arrive or has departed.

• Time of Last Message: The timestamp of the most recent message indicates how current the conversation is. This helps you identify urgent or stale threads and prioritize replies to maintain timely communication with guests and team members.

• Message Preview or Status: A brief excerpt of the latest message is displayed to give a snapshot of the conversation’s content without opening the full thread. If no messages have been exchanged yet, the status “No messages yet” is shown, signaling that outreach or follow-up might be needed.

This structured layout streamlines your workflow by letting you quickly grasp the status and needs of each booking at a glance, ensuring nothing slips through the cracks.

What you see at the top of the conversation

• Guest name and booking channel (Airbnb, Booking.com, Direct, etc.)

• Translation toggle You can instantly translate the conversation and remove the translation at any time.

• Conversation actions

  • Add a “Needs reply” tag

  • Flag the conversation for follow-up or escalation

• Stay status overview

  • Checking in today

  • Checking out today

  • Currently staying

  • Arriving in X days

  • Past guest

  This helps you instantly prioritize messages based on urgency.

You’ll also see the listing the guest is staying at, along with their stay dates.

AI-Generated Draft Suggestions

One of the most powerful features within the Inbox is the AI-generated reply suggestions. When the communication team opens a guest message, the app automatically analyzes the content and generates a suggested response tailored to the inquiry.

This feature significantly speeds up response times while ensuring that replies maintain a professional, polite, and consistent tone across all interactions. It’s especially useful for handling common questions, requests, or updates efficiently.

The communication team has full control and can choose to:

• Send the AI-generated reply as-is – Ideal for standard questions or when the suggestion fits perfectly.

• Edit the suggestion before sending – Allows customization while still saving time.

• Write a completely custom response – Best for complex or sensitive situations that require a personal touch.

By offering these flexible options, AI-generated drafts help streamline communication workflows without sacrificing quality.

Who Can Respond?

Only the communications team is authorized to reply directly to guest messages within the Inbox. This ensures that all guest communication maintains a consistent, professional tone and is handled by trained team members.

Where Can You Respond?

You can respond in any channel: OTA, E-mail, WhatsApp, SMS, Guest Portal and even direct booking site widget.

Live Collaboration

Live Chat

See when other members have seen a messages and are typing.

Internal Notes

Leave notes to communicate with other guest communications operators inside the inbox.

These notes are highlighted in yellow and are visible only to the internal team, not to guests.

Internal notes are useful for:

• Summarizing phone or in-person conversations with guests

• Reporting any issues, unusual situations, or guest-related feedback

• Flagging important updates or actions needed for follow-up

Using internal notes helps improve coordination across teams and ensures that everyone stays informed without disrupting the guest experience.

The “Details” View: Full Guest Context

When you tap Details, you access the complete, structured context of the guest and their reservation. This is where Guestway really shines on mobile — everything you need to handle a conversation confidently is centralized here.

1. Reservation

This section gives you 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) for quick emotional context

• Calendar view, showing:

  • The current reservation

  • Past and upcoming reservations

• Price paid for the reservation

This allows you to immediately understand the importance and context of the message you’re handling.

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2. Listing

The Listing tab shows everything related to the property itself:

• Listing address

• Type of unit

• Number of bedrooms and bathrooms

• Key property details relevant to the stay

This is especially useful when guests ask questions about the unit, amenities, or location — without needing to leave the conversation.

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3. Guests

The Guests tab gives you a deeper understanding of who you’re talking to:

• Detailed guest mood

• Detailed Risk score analysis

• Reviews from Airbnb, helping you anticipate behavior

• Guest profile details, including:

  • Phone number

  • Email address

  • Address

  • Preferred language

Having this information visible helps teams adapt their tone, anticipate issues, and communicate more effectively.

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4. Access

The Access tab centralizes all entry information:

• Smart lock codes (e.g. Nuki, Salto)

• Static or backup codes, when applicable

This allows you to instantly assist guests with access issues — without switching tools or asking another team member.

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Why this matters

The Context Panel and Details view on mobile ensure that:

• You never reply without context

• Urgent stays are instantly visible

• Guest mood, risk, and access are always one tap away

• Teams can 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.