The Guesty Inbox is a centralized messaging platform for guest communication. Depending on the stored contact details, the Inbox displays messages sent to and from guests via email, SMS, or WhatsApp. You can view automated messages intended for guests in the automated message section on the Inbox widget. Automated messages sent to users or other contacts are not displayed.
Use these best practices to manage communication, enhance the guest experience, and maintain productivity.
Structure the Inbox to fit your team
Use saved views to segment your Inbox and enable team members to focus on their specific responsibilities.
Property-oriented teams
Filter by "Property" or "Tags" to confirm that team members handle communication only for their assigned properties.
Location-oriented teams
Filter by "Cities" or "Tags" to confirm that team members handle communication only for properties in their assigned locations.
Reservation-oriented teams
Filter by "Status" to focus team members on reservations in their assigned life-cycle status.
For example:
- Sales-oriented teams: Create a saved view using the "Status" filters for Inquiry, Reserved, Declined, and Closed to focus on guests who have not confirmed their reservation.
- Operations-oriented teams: Create a saved view using the "Status" filters for Awaiting payment, Confirmed, and Canceled to focus on guests with confirmed reservations.
Prioritize guest communication
Use saved views to confirm that time-sensitive messages are handled first.
Answer inquiries before confirmed reservations to increase conversion
Filter by "Status" to create a saved view for non-confirmed reservations. This prioritizes pre-confirmation communication so you can answer potential guests first.
Add a layer of timing to your prioritization
Combine the "Check-in" or "Check-out" filters with other filters to create a tailored priority strategy. For example:
- For pre-confirmation communication: Combine the "Status" filter for Inquiry and the "Check-in" filter for "Is in the next 2 weeks".
- For post-confirmation communication checking in tomorrow: Combine the "Status" filter for Confirmed and the "Check-in" filter for Is in the next 1 day.
- For current guests: Combine the "Status" filter for Confirmed, the "Check-out" filter for Is in the future, and the "Check-in" filter for Is in the past.
- For future guests: Combine the "Status" filter for Confirmed and the "Check-in" filter for Is after the next 1 day.
- For past guests: Combine the "Status" filter for Confirmed and the "Check-out" filter for Is in the past.
Support work productivity
Use Inbox features to keep your team efficient and responsive.
Keep a clean Inbox
Archive conversations when you finish handling them so you can focus on active tasks. Archived conversations move back to the "All conversations" feed if the guest responds.
Follow up in a timely manner
Snooze conversations to remind yourself to follow up on inquiries and uncompleted tasks. For inquiries, this reminds you to check in with potential guests. For uncompleted tasks, this reminds you to complete the task and update the guest.
Advise your team to leave an internal note when snoozing a conversation to maintain transparency. They should include context and the next action item. Snoozed conversations return to the "All conversations" feed if the guest responds.
Facilitate a quick and professional response
Use saved replies to maintain a consistent tone and reduce your response time. Optimize saved replies by following these guidelines:
- Create an inventory of replies for common situations, but avoid creating them for edge cases.
- Give each reply a short and intuitive name.
Utilize the Inbox Widgets
Access reservation information from the Inbox widget and update details directly without leaving the Inbox. For example, you can view and edit a guest's name or update the number of guests. Use custom fields to add more reservation details to the widget.
Maintain a good guest experience
Manage automated messages carefully to confirm guests feel heard and informed.
Turn off Automated Messages when necessary
Automated messages can cause issues in certain situations. Consider disabling them in the following scenarios:
- Turn off automated messages for an unhappy guest and use manual communication to better address their concerns.
- Stop automated messages that provide outdated check-in instructions to avoid guest confusion.