> 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/how-to-reply-to-a-guest.md).

# How to reply to a guest

This guide shows you how to answer guests from the inbox, with an AI suggestion or a saved reply, on the right channel.

{% hint style="info" %}
**Before you start**

* To use saved replies, you need the permission to send saved replies. See [Users and roles](/account-and-administration/users-and-roles.md).
  {% endhint %}

## Get notified when a guest writes

{% stepper %}
{% step %}

### Turn on inbox notifications

In the conversation list, click **⋮** next to the quick filters, then click **Turn on inbox notifications**.
{% endstep %}

{% step %}

### Allow notifications in your browser

When your browser asks, allow notifications. From then on, the browser shows a notification when a conversation needs a reply.

If you see *Notification permission was denied*, allow notifications for Guestway in your browser settings, then try again.
{% endstep %}
{% endstepper %}

{% hint style="info" %}
Notifications are a setting of the browser, not of your account. Turn them on in each browser and on each computer that you use for the inbox.
{% endhint %}

## Find the conversations to answer

{% stepper %}
{% step %}

### Show the conversations that wait for a reply

Go to **Inbox**. Turn on the quick filter **Needs a reply**.

If you work in a team, also turn on **Assigned to me**.

{% hint style="success" %}
Start the day with **Needs a reply**. It is the fastest way to answer every guest without missing an urgent message. With **Assigned to me**, team members do not answer the same guest twice.
{% endhint %}
{% endstep %}

{% step %}

### Put the most urgent conversations first

Click **Sort messages**, then **Sort by urgency**.
{% endstep %}

{% step %}

### Take the conversation

Open the conversation. If the header shows **Unassigned**, select yourself in the list.
{% endstep %}
{% endstepper %}

## Write the reply

{% stepper %}
{% step %}

### Start from an AI suggestion

Click **Get AI suggestion**. The AI drafts a reply from the conversation, your knowledge and the details of the stay.

Click the suggestion to insert it in the message box, then change what you need.
{% endstep %}

{% step %}

### Or insert a saved reply

Type **/** in the message box and search for the saved reply, or click **Choose from saved replies**. The placeholders fill in with the details of the reservation.

If the saved reply has the badge **Incompatible**, some placeholders do not fill in. Click **Insert anyway**, then replace them yourself.

{% hint style="success" %}
Keep saved replies for the questions that come back every day, such as Wi-Fi, parking or late check-out. See [How to create a saved reply](/inbox-and-messaging/saved-replies/how-to-create-a-saved-reply.md).
{% endhint %}
{% endstep %}

{% step %}

### Improve your own text

If you wrote the message yourself, click the AI button (**Improve your message using AI**) to improve it.
{% endstep %}
{% endstepper %}

## Send the reply

{% stepper %}
{% step %}

### Choose the channel

Select the channel icon under the message box, for example the channel of the booking, **WhatsApp**, **SMS** or **Email**. Check the recipient in **Sending to**.

If you choose **WhatsApp** and the guest did not reply in the last 24 hours, click **Choose from WhatsApp templates** and send a template. See [WhatsApp message templates](/integrations/whatsapp/using-whatsapp-in-guestway.md).
{% endstep %}

{% step %}

### Translate the reply

If the guest writes in another language, turn on **Auto-translate outgoing messages**. Click **Preview translation** to check the text.
{% endstep %}

{% step %}

### Send

Click **Reply**, or press Ctrl+Enter (Cmd+Enter on a Mac). Enter alone adds a new line.

If the message shows **Failed to send**, click **Retry**.
{% endstep %}
{% endstepper %}

If a conversation needs no answer, turn off **Needs reply** in the header of the conversation.

## Hand over to a colleague

{% stepper %}
{% step %}

### Write an internal note

Select **Internal Note** under the message box. Type **@** and the name of your colleague.

{% hint style="success" %}
Mention a colleague in a note instead of forwarding the conversation. Your colleague sees the context in the conversation, and the guest sees nothing.
{% endhint %}
{% endstep %}

{% step %}

### Send the note

Click **Send Internal**. Guests never see internal notes.
{% endstep %}

{% step %}

### Flag the conversation

If a supervisor must look at the conversation, click **Flag conversation** in the header.

{% hint style="success" %}
Flag cancellations, refund requests and complaints early. They are easier to follow up in the **Flagged** quick filter than in the full list.
{% endhint %}
{% endstep %}
{% endstepper %}

## Related

* [Unified AI inbox](/inbox-and-messaging/unified-ai-inbox.md): every option of the reply form
* [Saved replies](/inbox-and-messaging/saved-replies.md)
* [About AI suggestions and sentiment](/inbox-and-messaging/unified-ai-inbox/about-ai-suggestions-and-sentiment.md)


---

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