Viewing your Inbox messages

The Guesty Inbox is your central hub for guest communication, helping you and your team stay aligned and respond faster. 

Unread threads appear at the top of the inbox, followed by guest messages in reverse chronological order. Messages sent through message automation or by internal users don't move a thread to the top or mark it as unread—unless they start a new conversation. Once a team member reads a message, it's marked as "Read" for the entire team. This prevents duplicate replies.

View videos and attachments

The inbox doesn't support viewing videos. To watch a video, forward it as an attachment and view it on an external platform.

Support for guest-sent attachments varies by channel. For example, Vrbo supports viewing attachments, but not all channels do.

Filter Inbox messages

Use filters to find specific conversations quickly. Filters are available in every inbox except the Channels inbox, which contains Airbnb support messages. The Owners Direct inbox contains owner messages that aren't tied to a reservation, so the Status, Check-in, and Check-out filters aren't available there.

In the Archived and Snoozed inboxes, filters only narrow down the conversations already in that inbox. For example, if you filter the Snoozed inbox by property, you see only that property's snoozed conversations, not its active or archived ones.

Follow the instructions below to filter inbox messages.

Step by step:

1. Sign in to your Guesty account.
2. In the side navigation menu, click Inbox.
3. In the Inbox submenu, select the relevant inbox.
4. Next to the search bar, click .
5. Select a filter from the list:
   • Assignee: View conversations assigned to a specific team member.
   • Channels and sources: Locate conversations from a specific booking channel.
   • Check-in: View conversations from reservations checking in on a specific date or date range.
   • Check-out: View conversations from reservations checking out on a specific date or date range.
   • City: View conversations related to properties in specific locations.
   • Property: View conversations related to specific properties by selecting them from the dropdown menu.
   • Status: View conversations by status, such as "Confirmed", "Canceled", "Inquiry", etc.
   • Tags: View conversations related to listings with a specific tag.
6. Click Apply.

Click Save custom view to save your filters for quick access. You can also review our recommended inbox best practices to get the most out of your communication tools.

Pilot: Filter by who replied

Use the Replied by filter to find conversations based on who replied to the guest. For example, review replies sent by an AI agent, or find the conversations a specific team member handled.

Follow the steps below to filter conversations by who replied.

Step by step:

1. Repeat steps 1-4 above.
2. Select Replied by.
3. Under "Show conversations where the selected senders", select one of the following options:
   • Sent the last reply: The most recent reply in the conversation came from a selected sender. This option is selected by default.
   • Sent at least one reply: A selected sender replied at any point in the conversation.
   • Sent every reply: Only AI replied in the conversation, and no team member did. You can only select AI senders with this option.
4. Select one or more senders. Under "AI", select AutoReply, Upsells AI, or Guesty Agent. Under "Team", select Me or specific team members. 
5. Click Apply. To reset the filter, click Clear.

Only messages sent to the guest count as replies. Internal notes, AI summaries, log entries (such as "No need to reply"), and messages sent through message automation aren't included. If someone retries a failed message, the reply is still credited to the person who first wrote it.

The filter only includes replies sent after it was turned on for your account. Older conversations show up in the results once someone replies to them again.