When several conversations need answers at once, it helps to know which ones can't wait. A guest might arrive in an hour, or an owner might report a problem at the property. You can mark these conversations as Immediate or High priority so your team sees them first. You can also filter and sort the Inbox by priority.
Limitations
Prioritizing conversations has the following limitations:
- Prioritizing conversations is only available in the web Guesty Inbox. It isn't available in the Multi-Calendar or the Guesty mobile app.
- You can only set or clear priority for one conversation at a time.
- Conversation priority isn't available through the API or webhooks.
Understand priority levels
You can give any guest or owner conversation one of these priority levels:
- Immediate
- High
- Regular
A conversation with no priority set counts as Regular.
You can also add a reason to explain why the conversation is a priority. Guests and owners can't see priorities and reasons. Everyone on your team who can see the conversation sees its priority and reason.
Prioritize a conversation
Follow the steps below to prioritize a conversation in the Guesty Inbox.
Step by step:
- Sign in to your Guesty account.
- In the side navigation menu, click
Inbox. - In the Inbox submenu, select the relevant inbox.
- Click the relevant message thread.
- At the top of the opened conversation thread, click
. - In the pop-up, select the priority level.
- (Optional) Click Select a reason and choose from the dropdown:
- Upcoming check-in or check-out
- Issue during stay
- Unhappy guest
- High-value reservation
- Response time at risk
- Other
- (Optional) Enter additional relevant details into the text field.
- Click Set priority.
A label is added at the bottom of the conversation showing the priority level, who set it, and the date and time it was set. A flag is added both to the label and next to the relevant conversation card in the conversations list. The flag's color shows the priority level:
- Red flag: Immediate priority
- Orange flag: High priority
- Gray flag: Regular priority
Change or clear a conversation's priority
To change a conversation's priority, select the relevant conversation thread and, at the top, click . In the "Change priority" pop-up, the current priority level and reason are already filled in. You can select a different priority level and, optionally, a different reason, then click Save. To remove the priority completely, click Clear priority. The priority is removed right away.
A new label is added at the bottom of the conversation showing the updated priority, or that the priority was cleared, along with who made the change and the date and time.
View priority history for a conversation
To view a conversation's priority history, select the relevant conversation thread and, at the top, click . In the pop-up, click 
. You can also click on the Inbox widget menu.
The priority history opens in a side panel on the right. It shows the conversation's current priority and every earlier time the priority was set, changed, or cleared. Each entry includes the date and time, the priority level, who made the change, and the reason and details, if any were added.
Filter and sort your Inbox by priority
To filter your Inbox, under the search bar, click All. In the pop-up, click Prioritized and select the relevant priority level from the dropdown.
To sort your view, click Newest first and select Priority from the dropdown.
