# Unified AI inbox The Unified AI Inbox brings every guest conversation into one place. It connects directly to your property management system (PMS), so messages from Airbnb, Booking.com, Vrbo, and other channels sync automatically — no platform-hopping required to stay on top of communication. {% @guideflow/guideflow-embed requestedUrl="" %} ## Accessing the Inbox Click **Inbox** in the left sidebar. The inbox opens in three columns: * **Conversation list** (left) — every conversation in your account. * **Guest conversation** (middle) — the active thread plus the reply form. * **Guest and reservation overview** (right) — context on the reservation, listing, guests, access, and operations. A **broadcast icon** sits next to the Inbox title — click it to jump to broadcast configuration. ## The conversation list The left column lists conversations sorted by most recent activity. The active count appears next to "Inbox" and updates live as you triage. ### Quick filter buttons Three icon buttons at the top of the inbox give one-click access to the conversations most likely to need action: * **Assigned to Me** (person icon) — only conversations assigned to your account. Use it to focus on the guests you're directly responsible for. * **Needs Reply** (chat-bubble icon) — conversations still awaiting a response. The fastest way to make sure no message goes unanswered. * **Flagged** (flag icon) — conversations marked for special attention, typically cancellations, refund requests, or complaints reviewed by supervisors. {% @guideflow/guideflow-embed requestedUrl="" %} {% hint style="info" %} The left column lists conversations and updates live as you triage. When you apply the **Needs Reply** or **Assigned to Me** quick filter, the list automatically sorts by **urgency** — surfacing the most pressing conversations first — instead of by most recent activity. Other views remain sorted by most recent activity.\ \ ![](/files/IYOtePs6DsKJhk7A3G9S) {% endhint %} ### Search The search bar accepts guest names and booking codes. Press **Ctrl + F** (or **Cmd + F**) anywhere in the inbox to jump straight into the field. Search starts after two characters and temporarily clears any active filter button while the query is live. ### Bulk actions Click the **⋮** (more) icon next to the quick-filter buttons to open the bulk-action menu: * **Mark all as Replied** — clears the Needs Reply state on every conversation. Irreversible. * **Remove all flags** — un-flags every conversation. Irreversible. * **Archive old conversations** — archives every conversation more than one day past check-out. Irreversible. * **Show all conversations / Hide dormant conversations** — toggles whether empty conversations (no messages exchanged) appear in the list. ### Advanced filters Click the **filter** icon next to the search bar to open the advanced filter panel. A badge shows how many filters are currently active. Filters can be combined freely. **Team and ownership** * **Assigned To** — the team member responsible for the conversation. * **Owner** and **Owner full name** — the property owner on file. **Property** * **Listing** and **Listing nickname** — a specific unit. * **Listing custom fields** — any custom listing metadata you've configured. * **Multi-Unit** and **Multi-Unit nickname** — a group of units. * **Multi-Unit custom fields** — custom multi-unit metadata. * **Complex** — a building or compound. **Guest** * **Guest** and **Guest full name** — a specific guest. * **Guest source medium** — the channel the guest message arrived on (e.g. email). * **Created by public chat** — guests originating from a website chat widget. * **Created by unknown message** — guests created from messages that didn't match an existing reservation. * **Guest profile is host** — distinguishes hosts messaging you from regular guests. **Reservation** * **Channel** — booking channel (Airbnb, Booking.com, Vrbo, etc.). * **Status** — current reservation status. * **Currently staying** — guests on-site right now. * **Pre-check-in status** — where the guest is in the pre-arrival journey. * **Custom fields** — your own reservation metadata. * **Satisfaction score** and **Risk score** — automated scoring on the reservation. * **Has approvable alterations** — OTA reservation changes awaiting host approval. * **Resolution center item** and **Resolution status** — OTA dispute or resolution case state. **Stay specifics** * **Check-in date** and **Check-out date** — stay window. * **Reservation created at** and **Reservation confirmed at** — booking timestamps. * **Last message at** — most recent message in the conversation. * **Night count** — number of nights booked. * **Total guest count** — adults plus children. **Location** * **City** and **ZIP code** — fields from the listing address. **Conversation state** * **Muted** — silenced conversations. * **Archived** — conversations removed from the main list. **Broadcasts** * **Broadcast** — conversations that received a particular broadcast. * **Broadcast failed** — conversations where a broadcast failed to deliver. {% @guideflow/guideflow-embed requestedUrl="" %} ### Saved Views A **Saved View** captures a filter setup so you can return to it in one click instead of rebuilding it each time. #### Saving a view 1. Apply the filters you want in any supported area. 2. Click **Save view** and give it a name. #### Switching and sharing * Select a saved view from the views menu to apply it instantly. {% @guideflow/guideflow-embed requestedUrl="" %} ## Guest conversations The middle column shows the active thread together with a set of tools for managing and following up on the conversation. You can assign messages, control translations, set reminders, mute notifications, and flag conversations that need attention. {% @guideflow/guideflow-embed requestedUrl="" %} ### Guest info and assignment The guest's name appears at the top of the conversation. Click the icon next to the name to open the conversation directly in your connected PMS. If the conversation is marked **Unassigned**, use the dropdown to assign it to the right team member. {% @guideflow/guideflow-embed requestedUrl="" %} ### Conversation actions menu Click the **⋮** (more) icon next to the guest name to open the conversation actions menu: #### Mute until Temporarily silence notifications for the conversation until a specified time. Pick a preset or set a custom date and time. The thread stays accessible — you just stop being pinged about it. #### Remind me Set a follow-up reminder so the conversation resurfaces when you need to act on it. Useful when you're waiting on a guest reply or holding a thread for a future check-in. #### Archive / Unarchive Archive the conversation to remove it from the default thread list. Unarchive brings it back. Useful for conversations that don't need active follow-up but you want to keep accessible. #### View in PMS Opens the conversation in the PMS — handy when you need something that's only available in the PMS's own UI. {% @guideflow/guideflow-embed requestedUrl="" %} ### Translation Auto-translation handles two-way translation so language never blocks a reply: * **Incoming messages** — every guest message is converted into your preferred language (English by default; more languages coming soon) so you can read it instantly. * **Outgoing messages** — your replies are automatically translated into the guest's language. This matters most on direct channels like **SMS**, **email**, and **WhatsApp**, where messages aren't translated by the booking platform. Use the **Toggle Translation** control on the conversation to switch between the translated view and the guest's original language when you want to verify the source text. {% @guideflow/guideflow-embed requestedUrl="" %} ### Conversation flags and responses #### Needs Reply Marking a conversation as **Needs Reply** flags it as requiring a response, making it easy to identify messages from guests still waiting on you. #### Flagged Use the flag option to mark conversations for special attention or supervisor review — typically disputes, complaints, or other sensitive matters. {% @guideflow/guideflow-embed requestedUrl="" %} ### Message-level sentiment and insights Individual messages can carry their own indicators next to the timestamp: * **Sentiment icons** — show whether a specific message reads as positive or negative. Helps you spot the exact moment a conversation turned.
* **Insight labels** — short AI-generated tags that highlight things like complaints, special requests, or risk signals. Click a label to see the underlying analysis.
These per-message signals complement the conversation-wide [Mood detector](#mood-detector) on the Reservation tab. ### Pinned messages Pin a message to keep it visible at the top of the thread — useful for special requests, complaints, or last-minute changes. {% @guideflow/guideflow-embed requestedUrl="" %} {% stepper %} {% step %} ### Pin a message 1. Hover over the message you want to pin. 2. Click the **three dots (⋯)** on the right (for messages received) or on the left (for messages sent). 3. Select **Pin message**. It now appears in the pinned section of the conversation. {% endstep %} {% step %} ### Unpin a message 1. Open the pinned messages panel at the top of the chat. 2. Hover over the message you want to unpin. 3. Click the **three dots (⋯)** on the right (received) or left (sent). 4. Choose **Unpin message** to remove it from the pinned section. {% endstep %} {% step %} ### View pinned messages * Click the down chevron (▾) at the top of the chat window to open the **Pinned Messages** panel. * The panel lists every pinned message in the conversation. {% endstep %} {% endstepper %} ## Sending messages The reply form sits at the bottom of the active conversation. A row of icons just below the reply bar shows the source of each message and lets you choose the channel for your next reply. ### Message type and channel * **OTA (eg. Airbnb) icon** — if the conversation is happening through the OTA (Airbnb/Booking/..). Messages are delivered via OTA's messaging system. * **PMS / Guestway Communication** — Lets you choose between sending through your PMS or directly via Guestway. Use whichever channel best fits your workflow and the guest's preferences. * **Text Message (SMS) icon** — when visible, the message goes out as a standard SMS to the guest's mobile number rather than through the booking platform. * **WhatsApp icon** — appears only when the guest's most recent reply came in on WhatsApp. Subsequent messages continue on WhatsApp so the conversation stays on the channel the guest prefers. * **Guest Portal icon** — allows you to send a message directly to the guest portal. * **Internal Note icon** — leaves a note for internal use only. Notes are visible to your team but never to the guest, keeping handoffs and context clean.
### Reply tools * **Click the inbox** — if you have an unanswered message and you click the "Type a message" box then AI will start formulating an answer for you based on the context of the conversation and the last message that you received. You can edit this message easily before sending it by clicking. * **Saved Replies** — insert a pre-written response template. Saved replies are configured per listing and are perfect for common questions or recurring situations. See [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies). * **Auto-translate outgoing messages** — translates your outgoing messages automatically to the guests language when turned on. * **AI button** — improves the message you've started, based on the conversation. Saves time, keeps tone consistent, and helps you respond accurately in complex or sensitive situations. * **Reply button** — sends the message. **Pressing Enter alone will not send the message** — you must click **Reply**.
## Conversation statuses Every conversation carries a status that reflects where the guest is in their booking or stay, so you know how to respond before opening the thread.
| Status | What it means | | ------------------------- | ------------------------------------------------------------------------------------------------------------ | | **Inquiry** | The guest has submitted an inquiry but has not yet confirmed or paid. | | **Confirmed** | The guest has completed their booking and payment. | | **Arriving in \[N] Days** | The guest is scheduled to arrive in N days. The countdown begins once arrival is within five days. | | **Check-in Today** | The guest is expected to check in on the current day. | | **Checked In** | The guest has successfully checked in. Updates automatically when the smart lock records the first check-in. | | **Currently Hosting** | The guest is currently staying at the property. | | **Check-out Today** | The guest is scheduled to check out on the current day. | | **Post Guest** | The guest's stay has fully ended; the reservation is complete. | | **Canceled** | The reservation has been canceled and is no longer active. | ## Broadcasts Broadcasts are built for moments when you need to communicate **fast, consistently, and at scale**. Instead of manually searching conversations and sending the same update one-by-one, you create a broadcast once, choose your delivery channels, and target exactly the right guests based on where they're staying and when. Messages can include **template variables** (like *Guest First Name*) so broadcasts still feel personal, even when sent to dozens or hundreds of reservations. {% @guideflow/guideflow-embed requestedUrl="" %} ### Common use cases **Immediate incidents (send now)** * Elevator out of service * Water leak or maintenance interruption * Noise works in a specific building * Wi-Fi outage * Safety or access instructions **Planned events (schedule ahead)** * Scheduled water shortage next Sunday * Planned building maintenance for a week * Preventive reminders for specific check-in cohorts ### How it works {% stepper %} {% step %} ### Create a broadcast * Give it a clear internal name (e.g. "Complex X — Elevator Out"). * Write the message and add personalization variables (e.g. "Hi {{guest\_first\_name}} …"). {% endstep %} {% step %} ### Choose your channels Select at least one: * **OTA** * **Email** * **SMS** (or all three). {% endstep %} {% step %} ### Target the right guests with filters You can filter by: * **Currently staying** — perfect for real-time incidents. * **Date range targeting** — perfect for planned events. * **Listings / complexes** — send only to the impacted building(s). **Key logic:** include or exclude guests based on whether they **check in** or **check out** on the selected dates — so you don't message guests who already left. {% endstep %} {% endstepper %} ### Example 1 — Elevator outage (send now) Scenario: This morning you learn the elevator is down in **Complex X**. **Setup** * Send: **Now** * Audience: **Currently staying** * Include: **Check-ins** * Exclude: **Check-outs** * Filter: **Complex X / affected listings only** **Message sample** "Hi {{guest\_first\_name}}, unfortunately the elevator is currently out of service due to a technical issue. Please don't use it — our team is handling it today. Thanks for your patience." ### Example 2 — Water shortage next Sunday (schedule) Scenario: You know there will be a water outage on **Sunday 21st** in Complex X. **Setup** * Send: **Scheduled** * Audience: **Date range** * Start date: the day you want to begin notifying impacted reservations * End date: **21st** * Logic: include guests staying **during** that period (include check-ins, exclude check-outs as needed) * Filter: **Complex X / impacted listings** This ensures you notify guests already in-house and guests arriving before the outage — and you skip guests who have already checked out. ### Why teams love it * **Speed during incidents** — one message, sent everywhere in minutes. * **Less noise** — only the right guests get the update. * **Consistent communication** — same wording and instructions across channels. * **Personalized at scale** — template variables keep it human. * **Operational clarity** — easy to document what was sent, when, and to whom. ## Guest and reservation overview panel The right column shows everything Guestway knows about the active conversation's reservation. The header carries the reservation number and status, with quick links to open the booking in your PMS or jump into the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal). The panel is organised into five tabs — **Reservation**, **Listing**, **Guests**, **Access**, and **Operations** — so you can manage every aspect of the stay without leaving the inbox. {% @guideflow/guideflow-embed requestedUrl="" %} ### Reservation tab The Reservation tab shows a snapshot of the booking: the listing's nickname (as set in your PMS), the full title and main image, the reservation status, the guest's name, and the number of nights they will stay. Hover the **information (i)** icon to see any adjusted check-in or check-out times. {% @guideflow/guideflow-embed requestedUrl="" %} #### Reservation actions menu Click the **⋮** (more) icon in the Reservation tab header for actions that act on the booking itself: * **View in Guest Portal** — opens the guest-facing portal for this booking. Available when a guest journey with pre-check-in or portal access is configured. * **View in \[PMS]** — opens the reservation in its PMS. * **Mark as no show** — flags the reservation as a no-show for tracking and reporting. #### Inquiry approval When an OTA inquiry (typically Airbnb) is eligible for pre-approval, the Reservation tab surfaces a **Pre-Approve** button. Click it to pre-approve the guest directly from the inbox — no need to switch to the OTA's app. The status is shown inline: * **Pre-Approve** — button visible while the inquiry is approvable. * **Pre-approving** — request is in progress. * **Pre-approved** — confirmation that the inquiry was successfully pre-approved.
#### Reservation request approval For booking requests that need host approval (Airbnb's Request to Book), the inbox shows **Approve** and **Decline** buttons in the Reservation tab. The result is reflected inline: * **Approve** / **Decline** — buttons visible while the request is approvable. * **Approved** / **Declined** — confirmation once you've responded. This puts the entire request-to-book decision flow inside the inbox, alongside the conversation context you need to make the call.
#### No-show detection If Guestway detects that a guest may not have arrived — for example, the smart lock recorded no entry by check-in — the Reservation tab displays a **"Possible no show detected"** banner with two actions: * **Confirm** — marks the reservation as a no-show. * **Dismiss** — clears the banner if the guest did show up. #### Mood detector The mood detector analyses the guest's level of satisfaction. The AI continuously monitors how the conversation evolves and adjusts the sentiment accordingly — a targeted way to mitigate the risk of bad reviews before they happen. {% @guideflow/guideflow-embed requestedUrl="" %} #### Alterations The **Alterations** card lists every booking change requested on the reservation, with a count next to the title (e.g. *Alterations (3)*). Click an alteration to expand it and see exactly what changed — new check-in and check-out dates, adjusted guest count, and any payment delta. The footer of each item shows when the request was made (e.g. *Requested on 22 Apr. 09:08*) and a status badge — **Approved**, **Pending**, or **Declined** — so you can tell at a glance where each change stands. For pending alterations, accept or decline buttons let you respond directly from the inbox, no need to switch to the OTA.
#### Resolution Center The **Resolution Center** card surfaces any open or closed disputes the OTA has raised on the reservation, with a count next to the title (e.g. *Resolution Center (1)*). Click a case to expand it. For each case you'll see: * **Reason** — what the case is about (damage, missing items, unexpected cleaning, etc.). * **Status** — current state (Open, Closed). * **Suggested action** — what the OTA recommends you do next, e.g. *Review details*. * **Notes** — the message exchanged with the guest about the case. * **Financial details** — *Amount requested*, *Amount paid*, and the portion *Paid by Airbnb* (or the relevant OTA). * **Opened / Updated** timestamps and a link to view the full case on the OTA itself. Especially useful for Airbnb damage and refund claims — you get the conversation, amounts, and status in one place and can act without flipping back to Airbnb.
#### Services Services tell the cleaning team about special items or setups required for the guest's unit (baby bed, transfers, etc.). The Services section lists every service already added to the reservation. To add a new service, click the **+** icon. Services can only be added before the guest's check-in date. Depending on how the [Service Templates](https://docs.guestway.io/guestway-platform/service-templates) are configured, you may be restricted from making changes during the stay — though some templates allow modifications at any time for last-minute requests. {% @guideflow/guideflow-embed requestedUrl="" %} #### Notes The **Notes** card collects every internal note attached to the reservation, organised by category. The count next to the title (e.g. *Notes (0)*) shows how many notes have been written in total across categories. Click the pencil icon on any category to edit it: * **Cleaning notes** — instructions or context for the cleaning team. * **Guest notes** — internal observations about the guest. * **Other notes** — anything that doesn't fit the other categories. * **Owner reservation note** — read-only context shown for owner-blocked reservations. * **Special requests** — specific things the guest has asked for. Use these to keep team-only context attached to the reservation, separate from the guest-facing conversation thread.
#### AI Chat Summary The AI Chat Summary generates a concise, chronological overview of the entire guest conversation. Use it to quickly catch up on key points and important details without reading every message — saves time, keeps communication consistent, and stops things from slipping through. {% @guideflow/guideflow-embed requestedUrl="" %} #### Calendar The calendar gives a colour-coded overview of the listing's availability. Each colour represents a different reservation status: | Colour | Meaning | | --------------- | -------------------------------------------------------------------------------------------------------------------------------- | | **Dark green** | The active reservation for the current guest. Highlights the ongoing stay. | | **Light green** | Other confirmed reservations (past or upcoming). Helps with planning future cleanings, guest prep, and availability forecasting. | | **White** | Open dates with no reservation. Available for new bookings. | | **Orange** | Dates with a guest inquiry or unconfirmed booking request. On hold and may convert. | | **Red** | Previously booked dates that were canceled. Useful for tracking changes, re-opening dates, and evaluating cancellation trends. | {% @guideflow/guideflow-embed requestedUrl="" %} #### Price The Price section breaks down the reservation's total cost: the base accommodation fare (nightly rates), additional fees such as cleaning charges or extra-guest fees, and taxes like VAT — shown separately so the picture is complete. {% @guideflow/guideflow-embed requestedUrl="" %} ### Listing tab The Listing tab is a comprehensive snapshot of the property linked to the reservation. At a glance you see the listing's nickname and full title (as set in your PMS), property type, number of bedrooms and bathrooms, maximum guest capacity, and the full address — everything staff or partners need to locate the unit for cleaning, maintenance, or guest support. All [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) linked to the listing are available right here. Whether they're PDFs, URLs, or text documents, an operator can open them in one click and share them with the guest in two. Guests can also access the same guidebooks directly from the [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal).
The **Custom Fields** card surfaces the property-level [Custom Fields](https://docs.guestway.io/settings/organization-settings/custom-fields) configured for your organisation, with a count next to the title (e.g. *Custom Fields (12)*). Each entry shows the field name (e.g. `Has_luggage_room`, `Parking`) and its value for this listing — a Yes/No flag, a number, or free-form text such as detailed parking instructions or building-access notes. The fields themselves are defined once in **Settings → Organization Settings → Custom Fields** and apply across every listing, so your team captures and surfaces listing-specific context consistently across the portfolio.
Having all this in one place keeps operational coordination tight, supports accurate guest communication, and makes sure everyone — staff and guests — has what they need for a smooth stay. {% @guideflow/guideflow-embed requestedUrl="" %} ### Guests tab The Guests tab is a comprehensive overview of the person who made the reservation, including background, verification status, and contact details. #### General snapshot You'll see the guest's full name, profile photo from Airbnb, the length of time they've been active on the platform, and their location. Verification statuses for email, identity, and phone number are shown alongside the guest's hometown, preferred language, email address, and phone number. If a smart lock with license plate recognition is configured for the property, that information appears here as well. {% @guideflow/guideflow-embed requestedUrl="" %} #### Risk score The risk score is calculated from booking lead time, presence of children, average stay length, identity and phone verification, and reviews from previous stays. It helps you assess guest reliability and flag potentially risky bookings before issues like property damage or last-minute cancellations occur. The score may not be available for every reservation if the OTA doesn't supply enough data. When enough information is available, Guestway generates the score automatically. {% @guideflow/guideflow-embed requestedUrl="" %} #### Satisfaction score The satisfaction score evaluates the guest's mood and overall experience during the stay. It's generated by AI that analyses tone, language, and sentiment across every guest message. A positive score signals a satisfied guest; a neutral or negative score points to potential issues worth addressing. {% @guideflow/guideflow-embed requestedUrl="" %} ### Access tab The Access tab contains everything related to entering the unit, including the locks assigned to it. Typically that's the main building door, the apartment door, and a backup keybox for emergencies. From this panel you can also regenerate codes or disable every lock when needed. #### View codes Displays the current access codes assigned to the guest for each lock — useful for confirming which codes the guest is using and which doors they unlock. {% @guideflow/guideflow-embed requestedUrl="" %} **Codes from connected systems** When access codes are managed outside Guestway and supplied by a connected system, they now appear in the **Access tab** alongside Guestway-managed codes, with their **source** shown when available — so you can confirm the guest's code even when Guestway didn't generate it. #### Re-generate codes Creates new access codes that replace the existing ones. Useful for tightening security after a guest checks out, or if you suspect a code has been compromised. {% @guideflow/guideflow-embed requestedUrl="" %} #### Extend access Changes the time window during which the guest's access codes are valid — perfect for accommodating early check-ins or late check-outs without issuing new codes. {% @guideflow/guideflow-embed requestedUrl="" %} #### Disable all locks Immediately turns off every active access code for the unit. Use this when there's a security issue or a sudden cancellation — no one can enter using the old codes. {% @guideflow/guideflow-embed requestedUrl="" %} See [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) and [Static Locks](https://docs.guestway.io/guestway-platform/static-locks) for the underlying lock configuration. ### Operations tab The Operations tab does two things: 1. **Cleaning summary** — a record of completed cleaning tasks captured by the cleaning team in the cleaning app, including the assigned team, task status, scheduled times, and the cleaner responsible. 2. **Guest journey checklist** — a structured checklist that helps teams stay consistent, efficient, and on top of every step of the guest journey, from booking to checkout. #### Clean team overview Shows which cleaning team was assigned to each task — including individual cleaner names and roles — for accountability and tracking. #### Cleaning status Displays the current status of each cleaning task (completed, pending, in progress, missed) so units stay on schedule. #### Cleaning schedule Lists each task with its scheduled date and time, so you always know when the next cleaning is planned. #### Photos Photos uploaded by the cleaning team as evidence of completed work, or to document the unit's condition — including damage or excessive dirt. {% @guideflow/guideflow-embed requestedUrl="" %} #### Checklists Use the checklist to verify each step of the guest journey, from booking confirmation through checkout. See [Checklists](https://docs.guestway.io/guestway-platform/properties/checklists) for how to author and assign them. {% @guideflow/guideflow-embed requestedUrl="" %} ### Charges Use **Charges** to bill guests for anything beyond the original booking — extra cleaning, late check-out, damage, or any one-off fee — and to track whether each charge has been paid, all from inside the reservation. #### Raising a charge 1. Open the reservation from the [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel) or the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox). 2. Go to the **Charges** area. 3. Click **Create charge**, enter an amount and description, and save. #### Sharing and tracking a charge | Action | What it does | | --------------------- | ------------------------------------------------------------- | | **Copy payment link** | Copies a guest-payable link you can send through any channel. | | **Check status** | Shows whether the charge is pending, paid, or cancelled. | | **Cancel** | Cancels a charge that hasn't been paid yet. | > Charges are raised and managed without leaving the reservation — there's no separate billing screen to switch to. {% @guideflow/guideflow-embed requestedUrl="" %} ## Tips for daily use * **Start with Needs Reply.** It's the cleanest way to clear your inbox without missing anything urgent. * **Use Assigned to Me when working in a team.** Filtering to your own threads avoids overlap and double-replies. * **Flag complex cases early.** Cancellations, refunds, and complaints are easier to track in the Flagged view than buried in the main thread list. * **Combine filters for portfolio reviews.** Multi-Unit + ZIP code, or Complex + Risk score, surfaces patterns across a region or building. * **Pin the message that matters.** If a guest has an unusual request, pin it so the next teammate sees it instantly. * **Use internal notes for handoffs.** Mention a colleague in a note instead of forwarding a thread — they'll see it inline without confusing the guest. * **Lean on the Mood detector and Satisfaction score.** Together they tell you which guests need a personal reply versus which can be handled with an AI draft. * **Handle OTA decisions inline.** Pre-approve inquiries, approve or decline reservation requests, accept alterations, and respond to resolution cases without leaving the inbox. * **Act on the no-show banner the same day.** If "Possible no show detected" appears, confirm or dismiss it before the night ends — it keeps your reporting accurate. * **Reach for Broadcasts during incidents.** One message reaches every affected guest in minutes, with no copy-paste. * **Archive old conversations regularly.** Bulk-archiving trims the thread list and speeds up filtering on active stays. * **Re-generate codes after every stay if security matters.** It only takes one click from the Access tab. * **Keep saved replies handy.** Pair the inbox with [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies) so common questions (Wi-Fi, parking, late check-out) are answered in one click. ## Related pages * [Reservation Panel](https://docs.guestway.io/guestway-platform/reservation-panel) — open the booking behind any conversation. * [Multi-Calendar](https://docs.guestway.io/guestway-platform/multi-calendar) — jump from a calendar reservation straight into its conversation. * [Guest Portal](https://docs.guestway.io/guestway-platform/guest-portal) — the guest-facing portal where chat messages originate. * [Review Center](https://docs.guestway.io/guestway-platform/review-center) — see how chat sentiment ties back to post-stay reviews. * [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies) — pre-written response templates surfaced in the reply box. * [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) — local info, house rules, and check-in instructions surfaced on the Listing tab. * [Service Templates](https://docs.guestway.io/guestway-platform/service-templates) — configure the services available on the Reservation tab. * [Checklists](https://docs.guestway.io/guestway-platform/properties/checklists) — author the checklists shown on the Operations tab. * [Smart Locks](https://docs.guestway.io/guestway-platform/smart-locks) — configure the codes managed from the Access tab. * [Static Locks](https://docs.guestway.io/guestway-platform/static-locks) — manual lock codes shared from the Access tab. --- # Agent Instructions: 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-platform/unified-ai-inbox.md?ask= ``` 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.