If an Inbox Conversation thread only shows "Internal Note" to send a message to the guest, it is because the inquiry was manually created in Guesty with no contact details added to the guest profile.
To correct this and send a message:
- In the far right menu, click the guest icon.
- Under "Contact Details", add the guest's email and/or phone number.
- Scroll down and click Save.
- 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".
Note:
If the inquiry is from Airbnb, it is expected that Airbnb does not provides a guest email so the Guest profile will not include contact information. In these cases, a reply via Airbnb will be available.
