Communicate more efficiently with messaging upgrades

Editor’s note: This article was published as part of the 2024 Winter Release. Information may have changed since its publication. Learn more about our latest product release.

Messaging is a big part of communicating effectively as a host. Upgrades to the Messages tab will help you save time and respond to guests clearly.

New quick reply templates contain answers to frequently asked questions, so you don’t have to start writing from scratch. You can edit and send these templates while chatting with guests, or schedule them for delivery later.

Other new features in the Messages tab include:

• Threaded replies that help you keep conversations organized
• Editing tools that let you edit or unsend messages you’ve sent

These upgrades are rolling out to all hosts in the coming months.

Over a dozen new quick reply templates give you sample answers to top guest questions on topics like directions, wifi, and checkout. Use a pre-written message as is, or edit it to reflect your hosting style, amenities, or guests’ needs.

The new templates also add features to make communicating faster and easier.

• Suggestions: When one of the new templates could help you answer a guest’s question, an AI-suggested quick reply automatically appears in your conversation, where only you can see it. You can review and edit the reply before sending it, or write a different message.
• Details: The new quick replies contain placeholders that automatically fill in the guest’s name and certain booking and listing details when the message is sent.
• Reminders: When a message you’ve scheduled is coming up, you’ll see a reminder in your conversation with the guest. Adjust or skip sending the message if it repeats information you’ve already shared.

The new features will be available in early 2025. Until then, you can use our current tools to create your own quick replies and schedule messages for guests. You won’t lose any templates you’ve saved when we add new ones.

We’re introducing threaded replies and editing tools to help you manage your messaging.

• Threaded replies: When you reply to a specific message as a thread, your response gets nested under the original message. Guests can reply in the same way, creating a string of related messages.
• Editing tools: You’ll be able to edit a message within 15 minutes of sending it, and unsend a message within 24 hours.