Same-guest reservations are merged under the same conversation thread in the Inbox to provide you with the context of past communication with that guest. Users can select which reservation to see from the drop-down at the top of the Reservation section of the Inbox widget, but the thread will display all of the messages, regardless of the reservation that was selected.
Note:
The reservation being displayed at the top of the Reservation section of the Inbox widget, will always be the latest one being created by the same guest.
A reservation is considered a same-guest reservation if the guest is identified as an existing guest. The identification process is different for Airbnb reservations and reservations from all other booking channels.
Airbnb reservations
For each reservation, Airbnb provides a guest ID and a thread ID for the conversation. Two reservations receive the same thread ID if they have the same guest ID and the listings assigned to the reservations are from the same Airbnb account.
For a new Airbnb reservation with guest ID A and thread ID B, if there is an existing conversation with thread ID B, the new reservation is added to it. Otherwise, a new conversation is created, even though it is for the same guest, i.e., with guest ID A.
Non-Airbnb reservations
An existing guest is identified based on their email address and phone number. If either one already exists in Guesty, we will search for similar guest names, taking into account that typos may occur.
If the guest does not exist, a new conversation is created. If the guest does exist, we check if they have an existing conversation for a previous reservation from the same booking channel account as the new reservation. If so, the new reservation is added to that conversation. Otherwise, a new conversation is created, even though it is for the same guest.
Note:
A new same-guest reservation will only be added to an existing conversation for a previous reservation if the reservations originated from the same booking channel account.
