To keep communication organized, Guesty merges messages from returning guest into the same conversation thread, even when messages are associated with different reservations. Below are common scenarios when this might happen and what you can do about it.
Understanding merged messages
When a new message is received, Guesty automatically checks if the guest already exists in your account by comparing the guest's name, contact details and reservation information. If the system identifies a match, the guest is identified as a returning guest and the new message merges into the guest's existing conversation thread. A returning guest can be identified by a diamond.
Navigate to the relevant reservation via the conversation thread
Follow the steps below to navigate to the relevant reservation for a returning guest via the conversation thread in the Guesty Inbox.
Step by step:
- Sign in to your Guesty account.
- In the top menu, click Inbox.
- Under "All conversations", click the relevant message thread.
A returning guest is marked with a diamond icon.
- In the inbox widget on the right, click the dropdown arrow next the reservation number.
If the message is associated with more than one reservation, a list of reservations will be displayed in the dropdown menu.
- Select the relevant reservation from the dropdown menu to view the reservation details, such as listing information, or the check-in date.
Note:
If you update a guest's details such change their name, email, or phone number the changes are applied to all reservations under this guest. Returning guest messages are automatically merged.
