Adding an option to reply to a guest’s inquiry

At times, the option to respond to a guest's inquiry may not be immediately available.

If an Inbox Conversation thread only shows "Internal Note" to send a message to the guest, it's because the inquiry was manually created in Guesty with no contact details added to the guest profile.

Follow the instructions below to correct this and send a message.

Step by step:


If the inquiry is from Airbnb, it's expected that Airbnb won't provide a guest email — meaning the Guest profile won't include contact information. In these cases, a reply via Airbnb will be available.

  1. Sign in to your Guesty account.
  2. In the top navigation bar, click .
  3. Click the relevant message.
  4. In the far right menu, click .
  5. Under "Contact Details", add the guest's email and/or phone number.
  6. Scroll down and click Save.
  7. Refresh the data by clicking on another message in the Inbox, then back on the original message.
    You should now see the option to reply via email and/or SMS in addition to "Internal Note".
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