> 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/inbox-and-messaging/unified-ai-inbox.md). # Unified AI inbox The Unified AI inbox shows the guest conversations of every channel in one list, with the reply form and the reservation details next to them. {% hint style="info" %} **Requirements** * A connected PMS or channel. Messages from Airbnb, Booking.com, Vrbo and other channels sync from there. See [Integrations](/integrations/integrations.md). {% endhint %} ## Layout **Inbox** in the left sidebar opens the inbox. It has three columns. | Column | What it shows | | ------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Conversation list | All conversations of your account, with the quick filters, search and filters. | | Conversation | The messages of the selected conversation and the reply form. | | Reservation details panel | The reservation, listing, guests, access, operations and charges. See [Reservation details panel](/inbox-and-messaging/unified-ai-inbox/reservation-details-panel.md). | The broadcast icon (**Configure broadcasts**) at the top of the conversation list opens [Broadcasts](/inbox-and-messaging/unified-ai-inbox/broadcasts.md). ## Conversation list The top of the list shows the view menu (**Inbox** by default) with the number of conversations. See [Saved views](#saved-views). The list is sorted by the latest message. ### Quick filters | Button | What it shows | | ------------------ | ------------------------------------------------ | | **Assigned to me** | Only the conversations assigned to you. | | **Needs a reply** | The conversations that wait for a reply. | | **Flagged** | The conversations flagged for special attention. | While a quick filter is on, **Sort messages** shows next to the buttons, with **Sort by latest message** and **Sort by urgency**. Sort by urgency puts the most urgent conversations first, then the latest. The badges **Critical urgency** and **High urgency** on a conversation are assessed by AI from the latest guest messages.
### Search The search field (*Search guests or booking codes…*) finds conversations by guest name, booking code and phone number. Ctrl+F (Cmd+F on a Mac) jumps to the field. The search starts after two characters. While you search, the quick filters and the other filters are off. ### List menu The **⋮** icon next to the quick filters opens these actions. | Action | What it does | Limits | | ------------------------------------------------------------------ | ----------------------------------------------------------------------------------------- | ------------------------------------------------------- | | **Mark all as replied** | Removes **Needs a reply** from every conversation. Future conversations are not affected. | You cannot undo it. | | **Remove all flags** | Removes the flag from every conversation. | You cannot undo it. | | **Archive old conversations** | Archives every conversation that is at least one day past check-out. | You cannot undo it. | | **Show all conversations** / **Hide dormant conversations** | Shows or hides empty conversations, with no messages. | None | | **Turn on inbox notifications** / **Turn off inbox notifications** | Shows a browser notification when a conversation needs a reply. | For each browser. The browser must allow notifications. |
### Conversation row A row shows icons for **Flagged**, **Archived**, **Muted** and a reminder. Hover a row and click **⋯** for **Mark as replied** or **Needs a reply**, **Flag chat** or **Remove flag**, **Archive** or **Unarchive**, and **View in \[PMS]**. ## Filters The filter icon next to the search field opens the filters. A badge shows how many filters are on. **Filter** adds a filter. All filters can be combined. | Filter | What it filters by | | ---------------------------- | -------------------------------------------------------------------- | | **Organization** | The organization. Only in a hub. | | **Assigned to** | The team member the conversation is assigned to. | | **Listing** | A listing. | | **Listing nickname** | The nickname of the listing. | | **Listing custom field** | A custom field of the listing. | | **Multi-Unit** | A multi-unit. | | **Multi-Unit nickname** | The nickname of the multi-unit. | | **Multi-unit custom field** | A custom field of the multi-unit. | | **Complex** | A building or a compound. | | **Complex custom field** | A custom field of the complex. | | **Guest** | A guest. | | **Guest name** | The name of the guest. | | **Guest Email** | The email address of the guest. | | **Guest Phone** | The phone number of the guest. | | **New guest** | Guests created from a message that matched no reservation. | | **New guest source** | The channel the message of a new guest came from, for example email. | | **Website chat** | Guests who wrote through the chat widget on your website. | | **Host** | Profiles of hosts, not guests. | | **Owner** | The property owner. | | **Owner name** | The name of the property owner. | | **Currently staying** | Guests who are on-site now. | | **Pre-check-in** | Pre-check-in pending or completed. | | **Reservation custom field** | A custom field of the reservation. | | **Channel** | The booking channel, for example Airbnb or Booking.com. | | **Satisfaction score** | The guest satisfaction score. | | **Risk score** | The risk score of the reservation, from 1 to 5. | | **Status** | The status of the reservation. | | **Approvable alterations** | Changes to the booking that wait for your approval. | | **Damage waiver** | The damage waiver of the reservation. | | **Security deposit** | The security deposit of the reservation. | | **Resolution** | A case in the resolution center of the channel. | | **Resolution status** | The status of that case. | | **Upsell type** | The type of an upsell request. | | **Upsell approval status** | The approval status of an upsell request. | | **Upsell status** | The status of an upsell request. | | **Muted** | Muted conversations. | | **Archived** | Archived conversations. | | **Check-in** | The check-in date. | | **Check-out** | The check-out date. | | **Created at** | When the reservation was created. | | **Confirmed at** | When the reservation was confirmed. | | **Last message at** | The latest message of the conversation. | | **Night count** | The number of nights. | | **Total guest count** | Adults and children. | | **City** | The city of the listing address. | | **ZIP code** | The ZIP code of the listing address. | | **Broadcast** | Conversations that received a broadcast. | | **Broadcast (failed)** | Conversations where a broadcast failed. | ## Saved views A view saves a set of filters. The view menu at the top of the conversation list lists the views, with a badge: **Personal**, **Holding**, **Built-in** or **Default**. **Create view** creates a new one. | Element | What it does | Limits | | ------------------------------------------- | -------------------------------------------------------------------------------- | --------------------------------------------------------------------------- | | **View actions** (**⋮**) | **Clear filters**, **Save to this view** and **Create new view**. | **Save to this view** only for views you can change. | | **View name** | The name of the view. | Required. | | **Visibility**: **Personal** | Only you see the view, in the organizations you have access to. | None | | **Visibility**: **Shared with the holding** | Everyone in the holding with access to filter views sees the view. | Needs the Supervisor role or higher and the permission to edit the holding. | | **Show in all organizations** | Shows the view in every organization. Otherwise, pick at least one organization. | None | | Trash icon | Deletes the view. | None | You cannot change the visibility of a view after you create it. ## Conversation header The header shows the guest name with badges such as **Airbnb Superhost**, **Airbnb Host** or **Birthday today**, and an icon to open the conversation in your PMS (**View messages in \[PMS]**). | Element | What it does | | ------------------------------------- | --------------------------------------------------------------------------------------------------------------- | | Assignee | The team members responsible for the conversation. **Unassigned** when nobody is. You can select more than one. | | **Previous thread** / **Next thread** | Opens the conversation above or below in the list. | | **Needs reply** | Marks the conversation as waiting for a reply, or clears it. | | **Flag conversation** | Flags the conversation for special attention or a supervisor, for example a dispute or a complaint. | | **Toggle translations on/off** | Switches between the translated messages and the original language. | Guest messages are translated into your inbox language. See [Your profile](/account-and-administration/your-profile.md). ### Conversation menu The **⋮** icon in the header opens these actions. | Action | What it does | | ----------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Show translations** / **Hide translations** | Shows or hides the translations. | | **Needs reply** / **Clear needs reply** | Marks the conversation as waiting for a reply, or clears it. | | **Flag conversation** / **Unflag conversation** | Flags or unflags the conversation. | | **Mute until...** | Stops the notifications of the conversation: **Permanently**, **Until check-in**, **Until check-out**, **For an hour**, **Until tomorrow**, **Until next week**, **Until next month** or **Custom...**. A muted conversation has **Adjust mute** and **Remove mute**. | | **Remind me...** | Brings the conversation back at a set time: **On check-in**, **On check-out**, **An hour from now**, **Tomorrow**, **Next week**, **A month from now** or **Custom...**. A set reminder has **Reschedule reminder** and **Cancel reminder**. | | **Archive** / **Unarchive** | Removes the conversation from the default list, or brings it back. | | **View in \[PMS]** | Opens the conversation in your PMS. | ## Messages A message can have the badges **Pinned**, **Internal Note**, **Automated**, **Auto-pilot** or **Sent by** with the name of the sender. A message that could not be sent shows **Failed to send** and **Retry**. The **⋯** icon of a message (on the right of a received message, on the left of a sent message) opens these actions, when they apply: **Copy message**, **View before translation**, **View before AI context**, **View in \[OTA]**, **Pin message** or **Un-pin message**, **Show original** and **View Auto-pilot**. ### Sentiment and insights | Element | What it shows | | -------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Sentiment icon | **Positive sentiment** or **Negative sentiment** of the message. A neutral message has no icon. | | Insight labels | Labels made by AI: **Complaint**, **Damage report**, **Emergency**, **Feedback** and **Request**. A click opens **Message Insights** with the analysis. **Mark as Unwanted** marks an insight that is not useful. |
The satisfaction score of the whole stay is in the [Reservation details panel](/inbox-and-messaging/unified-ai-inbox/reservation-details-panel.md#overview). ### Pinned messages The pinned bar at the top of the conversation shows the number of pinned messages and the latest one. The chevron opens all pinned messages. See [How to pin a message](/inbox-and-messaging/unified-ai-inbox/how-to-pin-a-message.md). ### Upsell activity Upsell events show in the conversation between the messages. Each item names the type (**Early check-in**, **Late check-out**, **Service template** or **Upsell**) and, when a team member acted, the person, for example *Early check-in approved by Anna*. | Item | What happened | | -------------------------------------------------------------------------------- | -------------------------------------------------------------------------------- | | **… requested** | The guest requested the upsell. The item shows **Requested time** and **Price**. | | **… awaiting review** | Paid, and waiting for approval. | | **… bought** / **… approved** | Confirmed, at once or by your team. | | **… declined** / **… declined with refund** | Declined by your team, without or with a refund. | | **… cancelled** | Cancelled by the guest. | | **… refund failed** | The refund could not be made. | | **… applied in PMS** / **… PMS application failed** / **… not supported by PMS** | Whether the change of check-in or check-out was written to your PMS. | A click on an item opens the **Reservation** tab at that upsell. See [Upsells](/guest-experience/upsells.md). ## Reply form The reply form is at the bottom of the conversation, with the message box (*Write a message...*). ### Message mediums The icons under the message box show the channel of each message and choose the channel of the reply. When more than one integration of the same type is connected, the name of the integration shows in brackets. | Icon | What it does | | ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Booking channel | Sends through the messaging of the channel, for example Airbnb or Booking.com. | | **Instagram** | Sends an Instagram message. A message can have at most 1,000 characters, including the text of a saved reply and the links to attachments. | | **Messenger** | Sends a Messenger message. A message can have at most 2,000 characters, including the text of a saved reply and the links to attachments. | | **WhatsApp** | Sends a WhatsApp message. More than 24 hours after the last guest message, only WhatsApp templates can be sent. See [WhatsApp message templates](/integrations/whatsapp/using-whatsapp-in-guestway.md). | | **SMS** | Sends an SMS to the guest's mobile number. A counter shows the SMS character limit. | | **Email** | Sends an email. | | **Guest Portal** | Sends the message to the guest portal. | | **Website Chat** | Answers in the chat widget of your website. | | **Internal Note** | A note for your team. Guests never see it. | If auto-translation makes an Instagram or Messenger message longer than its limit, the message is not sent and shows **Failed to send**. Which mediums show is set in **Settings** → **Inbox** → **Allowed Message Mediums**. See [Inbox](/inbox-and-messaging/inbox.md). **Sending to** shows the recipient. **Mark as primary** makes a phone number or email address the primary contact detail. The phone country list has a search field (*Search country or dial code*). A phone number that opted out gets no messages.
### Reply tools | Tool | What it does | | ---------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- | | **Get AI suggestion** | Drafts a reply from the conversation. See [AI suggestion](#ai-suggestion). | | **Choose from saved replies** | Inserts a [saved reply](/inbox-and-messaging/saved-replies.md). Typing **/** in the message box searches the saved replies by title and text. | | **Choose from WhatsApp templates** | Inserts an approved WhatsApp template. Only on WhatsApp. A template cannot be changed after you insert it. | | **@** | Mentions a team member. | | Attachment (**Drop files or click to attach**) | Adds files to the message. | | **Improve your message using AI** | Improves the message you started, based on the conversation. | | **Auto-translate outgoing messages** | Translates your reply into the guest's language. **Preview translation** shows the result. Not for WhatsApp templates. | | **Schedule** (calendar icon) | Opens the scheduled messages of the conversation, with the tabs **Automations** and **Broadcasts**. | | **Auto-pilot** | Turns Auto-Pilot on or off for this conversation. See [Auto-Pilot](/ai/ai-center/how-to-set-up-auto-pilot.md). | | **Reply** | Sends the message. For an internal note, the button is **Send Internal**. Ctrl+Enter (Cmd+Enter on a Mac) also sends. Enter adds a new line. |
### AI suggestion The AI suggestion uses your saved replies and guidebooks, the conversation and the details of the guest, the reservation and the amenities. When the listing is connected to Airbnb, it also uses the extra Airbnb listing information. | Element | What it shows or does | | ---------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **AI suggested reply** / **AI improved reply** | The draft. A click inserts it in the message box, where you can change it. | | Sources | The conversations, Q\&As and other sources the draft used, with links such as **Edit saved reply** or **Edit guidebook**. **No sources used** when there were none. | | **Helpful** / **Not helpful** | Your feedback. **More feedback?** adds a reason: **Made up wrong facts**, **Feels generic / AI-written**, **Wrong tone or style** or **Other**. | | **How this was built** | Shows how the draft was made. | | **Auto-pilot simulation** | What Auto-Pilot would send. **Add Q\&A** adds an answer for the next time. |
## Conversation statuses Each conversation shows the status of its reservation. Hover the status to see when the reservation was created, confirmed, canceled or checked in.
| Status | Meaning | | -------------------------------------------------- | ------------------------------------------------------------------------------------------- | | **Inquiry** | The guest sent an inquiry, but did not book yet. | | **Reserved** | A booking request that waits for your approval. | | **Confirmed** | The booking is confirmed, and arrival is 7 days or more away. | | **Arriving in N days** | The guest arrives in fewer than 7 days. | | **Check-in today** | The guest checks in today. | | **Checked in** | The guest checked in. It changes automatically when the smart lock records the first entry. | | **Currently hosting** | The guest is staying at the property. | | **Check-out today** | The guest checks out today. | | **Checked out** | The guest checked out. | | **Past guest** | The stay has ended. | | **Canceled** | The reservation was canceled. | | **Possible no show** / **No show** | The guest may not have arrived, or did not arrive. | | **Declined**, **Expired**, **Closed**, **Unknown** | Other statuses from the channel or the PMS. | | **New Guest** | A conversation that matched no reservation. | | **Website Chat** | A conversation from the chat widget of your website. | | **Reservation unavailable** | The linked reservation was not found. | ## Related * [How to reply to a guest](/inbox-and-messaging/unified-ai-inbox/how-to-reply-to-a-guest.md) * [How to filter conversations and save a view](/inbox-and-messaging/unified-ai-inbox/how-to-filter-conversations-and-save-a-view.md) * [How to mute, snooze or archive a conversation](/inbox-and-messaging/unified-ai-inbox/how-to-mute-snooze-or-archive-a-conversation.md) * [How to pin a message](/inbox-and-messaging/unified-ai-inbox/how-to-pin-a-message.md) * [How to send a broadcast](/inbox-and-messaging/unified-ai-inbox/how-to-send-a-broadcast.md) * [Reservation details panel](/inbox-and-messaging/unified-ai-inbox/reservation-details-panel.md) * [About AI suggestions and sentiment](/inbox-and-messaging/unified-ai-inbox/about-ai-suggestions-and-sentiment.md) * [Saved replies](/inbox-and-messaging/saved-replies.md) * [Review center](/reviews-and-analytics/review-center.md) --- # 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 by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.guestway.io/inbox-and-messaging/unified-ai-inbox.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. 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.