Using ReplyAI in your Inbox messages

ReplyAI is an innovative, free tool integrated right into your Guesty Inbox. It instantly generates AI-powered replies for over 98% of your incoming messages. It analyzes message sentiment, helping you gauge the mood and tone of your guests' inquiries so you can reply accordingly. The generated replies mirror your unique brand voice, keeping your guest communication authentic and consistent.

You can enable or disable ReplyAI as needed. This is an account setting. Enabling or disabling ReplyAI applies to all team members on the account.

Activate ReplyAI

You must activate ReplyAI before you can use this feature. Follow the instructions below to activate ReplyAI.

Step by step

1. Sign in to your Guesty account.
2. In the side navigation menu, click Inbox.
3. Activate ReplyAI:
   • From a conversation thread:
     1. From any conversation thread in the Inbox, click .
     2. Click Activate ReplyAI and confirm the action in the pop-up.
   • From the advanced settings:
     1. In the left-side menu, click Manage and select ReplyAI.
     2. Toggle on ReplyAI, and confirm the action in the pop-up.

It may take up to 24 hours for ReplyAI to be enabled after activation. During this time, ReplyAI analyzes your past inbox messages to identify frequently asked questions and assesses your tone and message response style. Once ready, ReplyAI will automatically begin suggesting responses for your incoming messages.

Configure the tone and length of auto-replies

After activating ReplyAI, personalize its auto-responses to reflect your brand voice—for example, calm and caring, concise and straightforward, or elegant and high-end. Follow the steps below to configure ReplyAI's voice style.

Step by step

1. Sign in to your Guesty account.
2. In the side navigation menu, click Inbox.
3. In the left-side menu, click Manage and select ReplyAI.
4. In the "Voice style" tile, click .
5. Configure the voice style:
   • Under "Answer length", drag the slider to set the desired reply length.
     
   • Under "Tone", select the desired tone of voice.
     
6. Review the "Preview" panel on the right. It updates automatically as you make changes, and the current length and tone are shown next to "Style".
7. Click Save changes.

To hide the "Preview" panel, click .

Pilot: Set guidelines

Guidelines let you control how ReplyAI communicates with guests in specific situations. You can create up to 50 guidelines—for example, to provide parking instructions whenever a guest asks about parking, or to enforce quiet hours.

Step by step

1. Repeat steps 1-2 above.
2. In the left-side menu, click Manage and select ReplyAI.
3. In the "Guidelines" tile, click (or Create guidelines if ReplyAI is toggled off).
4. Select an existing guideline from the list, or click Create guideline to add a new one.
5. (Optional) To start from a template, click Not sure where to start? Try one of these on the right side of the page, select a template, and click Use template in the pop-up.
6. Configure the new guideline:
   • Under "Name", enter a name (max 50 characters).

   • Under "How should the AI speak to your guests?", write instructions for how ReplyAI should respond (max 2,000 characters). For example: "If a guest asks about visitors or events, clearly state that parties are forbidden and remind them of our quiet hours from 10 PM to 8 AM."

     Important:

     ReplyAI can only reference specific data points. Guidelines that rely on other data won't be followed reliably.

   • Under "Assigned to properties", click Edit, then in the right-side panel choose All properties, Specific properties (select from a list), or Assign by rule (filter by tags or other rules). 
7. In the side panel, click Save.
8. Save the guideline:
   • To save as a draft, click Save at the top right.
   • To apply it immediately, click Activate at the top right, then click Activate in the pop-up.

Manage guidelines

New guidelines appear on the "Guidelines" page, where you can search for a guideline or filter the list by status (active or inactive) or assigned properties. Click to show all guideline descriptions, or to hide them. To view a single guideline's instructions, click in the guideline's tile.

Edit, deactivate, or delete a guideline

• Edit or delete: In the guideline's tile, click and select Edit or Delete. If deleting, click Delete guideline in the pop-up to confirm.
• Deactivate: Toggle the guideline off.

Review the data points ReplyAI can reference

ReplyAI can reference the following data points only:

• Reservation details (status, guest name, check-in and check-out dates)
• Property details
• Saved replies
• Guest's last 10 messages

Use ReplyAI for messages

ReplyAI can generate AI-suggested responses to guest messages and enhance messages you write yourself.

ReplyAI message suggestions are only displayed when the last message in a conversation thread is from a guest. You can use ReplyAI's suggested messages as is, or you can adjust and improve suggestions as needed.

Follow the steps below to create, improve, and send a message using ReplyAI. 

Step by step

1. Sign in to your Guesty account.
2. In the side navigation menu, click Inbox.
3. In the Inbox submenu, click Guests.
4. Select the relevant conversation thread.
5. At the bottom of the text box, click and choose one of the following options:
   • Suggest reply: Automatically generate a reply. Next to the generated text, click to enhance the reply.

   • Generate conversation summary: Quickly summarize the conversation thread. The summary appears in the message thread but is only visible to you and other team members with account access.

     You can also click in the top-right corner of the conversation thread to generate a summary. 

6. Click Send.

Enhance auto-replies

When a guest sends a message via email, ReplyAI generates an automatic reply for your approval while keeping the message marked as unread. Next to the auto-generated reply, click to enhance it.

Use the arrows to adjust the reply:

• More friendly
• More formal
• Shortened
• Expanded
• Rephrased
  

Translate guest messages

To translate a guest message into your configured display language, go to the most recent guest message, click in the top-right corner of the conversation thread, and select Translate to [language]. This option is only supported for current and future messages.

The Translate option may not appear in the following situations:

• The most recent message was sent by a user or an automated message, not the guest. For example, the translate option won't appear on a previous non-English guest message if your last response was sent after it.
• The message is very short, such as single words or brief phrases. This happens because the translation service has insufficient data for accurate processing.

You can instead use your browser’s translate option (Chrome, Safari, Edge, or Firefox).

Deactivate ReplyAI

Contact us if you want to deactivate ReplyAI.