> For the complete documentation index, see [llms.txt](https://docs.guestway.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.guestway.io/guestway-mobile-app/inbox.md).

# 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**.

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2FUawSTEbpXFIAVEppMIgx%2Fimage.png?alt=media&amp;token=34a1bc1f-4e10-45aa-8745-7e592cdd8864" alt="" width="188"><figcaption></figcaption></figure>

**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**.

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2Fsypfo51GaYiU1zR9HyiU%2Fimage.png?alt=media&amp;token=8dfa9b86-17a8-42ae-a972-06c1a53f67c8" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2FV1PvZBYfU49hV8dAVJOe%2Fimage.png?alt=media&amp;token=e905b820-df04-4ada-8562-a19b397acbad" alt=""><figcaption></figcaption></figure>

#### Opening a conversation

Tap any row to open the full thread. The header packs everything you need to reply with context.

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2F4UyZIpZSJYSdE5TdjmfI%2Fimage.png?alt=media&amp;token=0eb2b58d-a954-4fda-86f9-a46ae70ebf73" alt="" width="188"><figcaption></figcaption></figure>

**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**).

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2FMpC2fenba7k5EnAvw6X6%2Fimage.png?alt=media&amp;token=45e24ad2-4867-4223-8a01-b1f87b4711d9" alt="" width="188"><figcaption></figcaption></figure>

**Auto-pilot**

{% hint style="warning" %}
**Beta.** Auto-pilot on mobile is in beta. Behaviour may change and it may not yet be enabled for your organization.
{% endhint %}

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.

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2FrJRGRfFhjVaPev597QgP%2Fimage.png?alt=media&amp;token=18bf1904-15d7-4082-81d4-247591162ad1" alt="" width="188"><figcaption></figcaption></figure>

**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*.

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2FFVxeD4bSgLULWd5LPZ76%2Fimage.png?alt=media&amp;token=bdeb45d8-0d94-4a27-a6ff-d5291ce49bc7" alt="" width="185"><figcaption></figcaption></figure>

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:

| Section                                     | What's inside                                                                                                                                                                                                                                                                                                                                                                                                                        |
| ------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **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.

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2F1SbNixjh9ywJIuwZbn44%2Fimage.png?alt=media&amp;token=38ce557f-5606-40b1-8946-1e4463d8f8f8" alt="" width="185"><figcaption></figcaption></figure>

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**.

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2FAJQ4xn14h6N85tPhp5hf%2Fimage.png?alt=media&amp;token=1a48b1e1-4754-419e-bd77-603717dbe662" alt="" width="185"><figcaption></figcaption></figure>

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**.

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2FIS1vCO5SrvGkGtXfg8MO%2Fimage.png?alt=media&amp;token=ee236fa4-535d-407c-9d5a-0f10378ea3c7" alt="" width="185"><figcaption></figcaption></figure>

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

* Tuning who gets pinged for new messages? Open [Settings](https://docs.guestway.io/guestway-mobile-app/settings).
* Approving an early check-in from your phone? The offers themselves are configured in [Upsells](https://docs.guestway.io/settings/organization-settings/upsells).


---

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