Saved Replies
Saved Replies are pre-written message templates your team uses to answer common guest questions in seconds — Wi-Fi codes, parking info, check-in instructions, cancellation policies. Once configured, they surface in the Unified AI Inbox on every channel your team replies on: Airbnb, Booking.com, Vrbo, WhatsApp, SMS, and email.
Where saved replies come from
A saved reply in Guestway can come from one of three sources, each with slightly different behaviour:
Created in Guestway
Replies your team writes directly in the Guestway UI.
Fully editable — title, language, body, links, delete.
Synced from your PMS
Replies authored in your property management system; Guestway syncs them automatically.
Only the Linked to field can be edited; everything else lives in the PMS.
WhatsApp templates
Pre-approved message templates managed in Meta Business Manager.
Authored and approved on Meta's side; appear in Guestway once approved.
Creating a saved reply
Go to Properties and open the Saved Replies tab (at the global level, or on a specific Listing, Multi-Unit, or Complex).
Click Create.
Enter a clear Title (e.g. Wi-Fi code, Check-out time, Parking info).
Add an optional Description for context — what this reply is for, when to use it.
Pick the Language.
Set Linked to, then pick the specific Listings, Multi-Units, or Complexes the reply applies to.
Write the Body — use Predefined Templates to insert placeholders like guest name, listing nickname, or check-in date.
Save.
Once saved, the reply is available to your entire team in the Unified AI Inbox on every conversation tied to a linked property.
Template variables
The body editor supports template variables — placeholders that are replaced with real values when the message is sent (the guest's first name, the listing nickname, the Wi-Fi password configured on the listing, and so on).
Insert variables in two ways:
Type @ in the body to open the inline placeholder picker.
Use the template variables panel on the right of the editor to browse categories and insert with a click.
Variables keep replies feeling personal even when they're sent dozens of times a week.
Saved replies synced from your PMS
Replies you've already created in your PMS sync into Guestway automatically. Use them anywhere inside the Unified AI Inbox to answer common questions.
You can manage them from Guestway, but only the Linked to field is editable. The title, body, and language continue to live in your PMS — edit those there and Guestway re-syncs.
PMS-synced replies display the source integration's icon next to the title (e.g. the Airbnb logo) so you can spot at a glance where they came from.
Saved replies created in Guestway
Replies you create in Guestway appear under the PMS-synced replies in the list — you may need to scroll down to see them.
Guestway-created replies are fully editable: change the title, description, language, body, or property links at any time, and delete them when they're no longer useful.
WhatsApp templates
WhatsApp templates are a separate kind of saved reply, approved by Meta before they can be used. They live alongside regular saved replies in Guestway but flow through their own review process.
Each WhatsApp template carries a status:
In Review — submitted to Meta and awaiting approval.
Approved — ready to use in WhatsApp conversations.
Rejected — Meta rejected the template; rewrite and resubmit.
Unavailable — temporarily unavailable on Meta's side.
In the Unified AI Inbox, WhatsApp templates open from a dedicated WhatsApp templates picker (separate from the regular Saved replies picker). Only Approved templates appear there, and once a template is selected the message body cannot be modified — that's a Meta requirement.
New WhatsApp templates are created in Meta Business Manager and surface in Guestway once Meta approves them. You can learn about creating WhatsApp Saved replies here.
Using saved replies in the inbox
Open the Saved Replies picker from the reply form in the Unified AI Inbox.
Use the search field at the top of the picker to filter by title or body content.
Click a reply to insert it into the message editor — template variables fill in automatically with real values from the reservation, listing, and guest.
Edit the inserted text before sending if the situation needs a personal touch.
For WhatsApp conversations, open the WhatsApp templates picker instead — same insert flow, but the body stays locked once selected.
Tips
Lead with the question, not the answer. A reply titled "Wi-Fi code" is faster to find than "Hi, here's the Wi-Fi info you asked about".
Use template variables for anything that varies per booking. Guest first name, listing nickname, check-in date — keep replies feeling personal at scale.
Link replies at the highest sensible property level. Attach a building reply at the Complex level instead of duplicating it on every listing.
Edit the inserted reply when it matters. A one-line tweak — referencing something specific from the conversation — turns a templated answer into a personal one.
Edit PMS replies in the PMS, not in Guestway. Only Linked to survives in Guestway; the rest of the fields will be overwritten on the next sync.
Track WhatsApp approvals. When a template is In Review or Rejected, your team can't send it — flag the status to whoever owns Meta Business Manager so it doesn't sit there.
Saved replies also feed the inbox's AI reply suggestions — well-written saved replies help the AI propose accurate, on-brand answers (see Unified AI inbox).
Related pages
Properties — the hub for listing-level configuration.
Unified AI Inbox — where saved replies and WhatsApp templates surface in the reply form.
Guidebooks — long-form documents shared with guests via a link.
General (Listings Details) — listing fields like Wi-Fi credentials that template variables can pull from.
Custom Fields — define the custom fields that template variables can reference.
Last updated