> 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="/files/REDDKtUmVwqDFI4EEDMb" 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.

<figure><img src="/files/fOzosV0LfKP4rzugzxBN" 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="/files/cLnLE0ltlkAE2XnyiYCT" 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="/files/zHePjSgYjfJD0wDsh8OW" 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).

**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.

<figure><img src="/files/SAoQs6CHq8e1m5WPIwHP" alt="" width="188"><figcaption></figcaption></figure>

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.

<figure><img src="/files/fjOxy2RexqbiKYLcdd4L" 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. Everything you need to handle a thread confidently lives here.

<figure><img src="/files/tjpFpnTjlcFN2FMxxpXN" alt="" width="185"><figcaption></figcaption></figure>

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

<figure><img src="/files/gvfj1Dp8v0NRw91202gi" 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 **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

<figure><img src="/files/aqnGUqp2hmFkOWZMvyyx" alt="" width="185"><figcaption></figcaption></figure>

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

<figure><img src="/files/gtba1WtRd7FJGyKmHnqz" alt="" width="185"><figcaption></figcaption></figure>

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`](https://docs.guestway.io/guestway-mobile-app/settings).


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.guestway.io/guestway-mobile-app/inbox.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.