What this page is for
Read and answer guests without switching between Airbnb, Booking.com and email. Messages from channels connected through your channel manager (such as Beds24) arrive here automatically; replies go back the same way.
Who can use it
Read guest messages (by default Admin, Operations and Sales). Replying needs Reply to guests.
How to
- Open Inbox. The number on the menu is how many guest messages wait for a reply.
- Use Waiting for a reply or Waiting too long to see only those.
- Select a conversation to read it and reply.
- Select Check for new messages to fetch now instead of waiting for the next minute.
Fields and columns
| Field | Meaning |
|---|---|
| Waiting | The guest's last message has no reply yet. |
| Waiting too long | No reply after the hours in the inbox settings. |
| Guest, unit, date | From the booking the conversation belongs to. |
| Channel | Where the conversation is: your channel manager or email. |
Statuses and automation
New messages are fetched every minute. A guest message counts as answered by the first later message from you; automatic messages and internal notes do not count. Messages made only of emoji or punctuation, such as a thumbs up, need no reply. When a guest waits longer than the setting, people with Get alerts for guests waiting for a reply are told once.
Settings that change this page
Alert when a guest waits (hours) (module settings).
FAQs
Can guests write by email? Guests who booked directly get your replies by email and answer to your email address; those answers are not read into the inbox.
How far back does it go? The last 30 days. Older messages stay on the booking.
Troubleshooting
| Problem | What to do |
|---|---|
| No messages from Airbnb or Booking.com | Connect Beds24 and map your units; its messages are fetched every minute. |
| An error after Check for new messages | The channel could not be reached; the next minute tries again. |