Reply to a guest

The composer at the bottom of every thread sends on whichever transport you pick - the guest gets one continuous conversation either way. The same composer appears on the Inbox and on a booking’s Messages tab, with the same buttons.

Screen /inbox · Roles: Admin, Point of Contact, Booking Manager, Account Manager, Guest Manager, Airbnb Manager, Front Desk, Co-Host

1. Open the conversation and make sure the composer is on Reply (its other mode, Internal note, is staff-only - notes and mentions).

2. Pick the transport: In-app (the guest reads it in their guest app), WhatsApp, or Airbnb. Airbnb is offered only while the thread is linked to an Airbnb conversation.

3. Write the reply. The sparkle button inserts a saved template with its placeholders filled from this thread.

4. Attach photos, video, or a PDF with the paperclip - up to 8 files on one message. Each shows as a chip you can remove before sending.

5. Click Send (or press Ctrl/Cmd + Enter). Delivery ticks appear on the message as its status progresses.

Drafts stay with their thread

Everything you have typed - text, attachments, the reply/note mode - is kept per conversation. Switching threads never carries a half-written reply to another guest, and coming back finds your draft exactly where you left it.

Check the transport before sending

A guest who wrote on WhatsApp is reading WhatsApp. An In-app reply lands in their guest app instead - fine when they use it, invisible when they don’t. The thread shows each message’s transport, so match the one the guest last used unless you have a reason not to.

Your send marks the thread read - for you

Sending counts as reading for your own seat only. Teammates still see their unread dot, so nobody misses the exchange.

What’s next

Keep team-only context out of the guest’s sight: Internal notes and @mentions.