Airbnb Messaging Overview: The Airbnb Messaging feature allows properties to communicate directly with guests. This feature makes communication easier, and accessible directly in the Channel Manager
Key Features
Message guests directly from Channel Manager
Chat history visible in channel manager extranet, even after guest checks out
New messages received are flagged in Feeds tab, providing visibility and easy access
Translate - applies to guest and property messages in chat. Useful for messages received in a language that varies to what is available at the property
AI Suggest - Use to get a suggested response
Where is the messaging feature The messaging feature is accessible from Feeds menu and Bookings module
Bookings module
Login to extranet > Bookings module
Locate booking
List View - in the actions menu select 'Message Guest'
Calendar View - click to open booking and select 'Messaging' (also applies to List View)
Feeds menu this menu highlights new updates
Found in the top left hand corner
Select the Access Badge to display menu
Click Feed from menu
New messages are indicated in Feed as New Message : Guest
A quick preview is available, simply click to divert to bookings module and view message
Messaging guest
Guest can contact host via their Airbnb account using the messaging feature.
Host can then respond to guest using the Messaging feature
To use messaging feature, the initial thread must be created via Airbnb platform.
Once host has replied via messaging feature, it will trigger an email to guest.
Guest can respond to host via email.
Host will receive reply via email and also in ‘messaging’ feature.
History of all communication remains in the messaging feature.
Messaging icon remains post check-out.