A busy inbox usually isn’t caused by one message — it’s the combination of repeated questions and conversations that need a quick response. The updated Guest Messages experience is designed to make that easier.
The update focuses on two things: helping you stay on top of conversations that require urgent action, and making it easier to manage routine guest communication from one place.
Here’s what’s changed.
Stay on top of time-sensitive conversations
Some conversations require quick attention — especially booking requests and inquiries that expire if you don’t respond in time.
To make these easier to spot, time-sensitive conversations are now highlighted with an expiry countdown timer. This helps you prioritise messages that require action before they expire.
When the timer reaches 0, the booking request or inquiry becomes Expired. After that:
- You won’t be able to accept or decline the request.
- In some cases, channels may also prevent you from sending new messages to the guest in that conversation.
This improvement is designed to help you avoid missed requests and reduce unread message backlog.
Unread messages and filters: focus on what needs attention
When your inbox is busy, the hardest part isn’t replying — it’s knowing what to look at first.
With the updated Guest Messages, unread messages now update in real time, so new replies appear instantly without refreshing the page. This makes it easier to stay on top of conversations as they come in.
You can also use filters to quickly narrow your focus. For example, if you need to prepare for arrivals, you can filter by booking stage to see conversations related to upcoming check-ins. If you just want to catch up, you can filter by Unread to review everything that still needs a response.
Quick Replies and scheduling are now unified in one place
If you’ve been using Scheduled messages and Quick replies already, nothing has been removed. These tools are now unified in one place, so you can create the message and manage the schedule from the same view.
You can still create message templates and schedule automated messages to be sent on booking confirmation or before/after check-in and check-out.
This is especially useful for messages you send every time, like:
- check-in instructions
- Wi-Fi details
- parking information
- house rules reminders
- checkout steps
- post-stay follow ups
By bringing templates and scheduling together, it’s easier to keep your automated communication organised.
Why we made these improvements
The goal of this release is to help reduce the number of unread messages and make sure time-sensitive conversations don’t get missed.
By highlighting urgent requests, updating unread status in real time, and unifying message templates and schedules, Guest Messages gives you a clearer inbox and less manual work.
Never miss a guest message
Spot urgent requests faster and schedule Quick replies from one place.