If you think a guest message appears twice in the same thread, check if the messages have the same:
- text and attachments
- sender name
- sending date and time
- sending method
If all 4 are identical, this is indeed a single message that ended up in your Guesty inbox twice. This can happen if you set your Guesty integration email as the forwarding email for the booking channel the reservation came from.
As explained in this article, your Guesty integration email is what enables the flow of communication between Guesty's inbox and an integration's inbox, such as a booking channel. When a guest sends a message from a channel, it's routed to the integration email and from there to your Guesty inbox. This is the expected path.
In addition to this email, you can also set a forwarding address for booking channels to help you keep people that don't have access to Guesty informed, or just as a backup for your guest communication.
If you set your integration email as your forwarding email, guest messages from the channel will appear in Guesty twice:
- Expected path: booking channel > integration email > Guesty.
- Unexpected path: booking channel > forwarding email which is the integration email > Guesty.
Please contact us to see if this is why you're seeing the same message twice and be sure to provide a screenshot of the message that appears twice. If this is the issue, we'll advise you to set your private email as the forwarding address for this specific booking channel and booking channels in general.
You can use the links below for instructions on how to set the forwarding address per channel: