1. Navigating the Unified Inbox

The INTO Chrome extension transforms your Guesty Inbox into a "Super-Powered Inbox". This is your centralized workspace where AI-driven suggestions (Copilot) and helpful tools (Agent Assist) appear automatically.

Annotated Interface Walkthrough (Functional Description)

Since INTO integrates directly into the Guesty Inbox, all core navigation remains within Guesty, enhanced by the INTO extension:

Feature

Location / Appearance

INTO Functionality

Copilot Suggestion Box

Appears instantly within the conversation thread when you open an unanswered message.

Provides an accurate, contextually relevant, AI-generated reply, ready for insertion and sending.

Agent Assist Toolbar

Accessible via the Compose button or as separate functions within the extension.

Offers tools to enhance messages like Summarize, Translate, Change Tone, Fix spelling and grammar, Rephrase, Make it shorter, and Make it longer.

Translation Link

A link appearing near the Copilot suggestion.

Allows a user to instantly Translate to English to review the suggested message, or translate the entire conversation.

INTO Settings Toggle

Found next to the Compose button (click the arrow).

Allows agents to enable or disable INTO Copilot based on preference.

2. Understanding Message Threads & 4. Reading Guest Message History

Before responding, you must understand the entire context of the conversation. INTO streamlines this process significantly:

• Summarize Feature: INTO transforms lengthy guest communications and operational details into clear, concise summaries. This saves time, allowing agents to stay informed and responsive without having to read every single line of the conversation.

• Real-time Translation: If the thread contains a foreign language, you can click to translate the entire conversation to English with one click to follow along effortlessly, breaking down language barriers. You can also translate the suggested response to English to review its content before sending.

3. Identifying Message Sources

Guesty is the central hub that receives and unifies messages from various OTA Platforms (Online Travel Agencies). The reservation context and the message thread itself often indicate the original source:

• Platform Indication: Messages often arrive with a source identifier (e.g., a sample Copilot reply confirms an inquiry came "via AirBnB" or "via VRBO").

• Reservation Details: Guesty's core functionality (implied by Module 1 content) provides details on the reservation source, which INTO uses to inform its knowledge base.

5. Composing Professional Messages

INTO provides powerful Smart Content Tools that ensure every message delivered is professional, personalized, and on-brand.

Message Composition Checklist (Using Agent Assist)

Always ensure your message is:

Checkpoint

INTO Tool Used

Purpose

Contextual and Accurate

Copilot / Knowledge Base

Start with the accurate suggestion generated by Copilot, which leverages your Guesty data.

Professional Tone

Agent Assist: Change Tone

Automatically adjust the tone (friendly, formal, conversational) to suit the moment and your brand.

Flawless Grammar/Spelling

Agent Assist: Fix spelling and grammar

Polish the text to eliminate typos and awkward phrasing.

Appropriate Length

Agent Assist: Make it shorter / Make it longer

Optimize the message length for clarity and impact.

On-Brand Sign-off

Custom Signature

Ensure the message ends with a personalized, human-like sign-off that reflects your brand (e.g., "Warm regards," or "The [Brand Name] Team").

Correct Language

Agent Assist: Translate

Ensure the final response is in the guest's language (50+ languages supported).

6. Using Tags Effectively

While the sources do not provide a specific, comprehensive list of standard INTO tags (Taxonomy), the core function of tagging is performed by the Reasoning Engine:

• Categorization and Labeling: When a guest message is received, the Reasoning Engine automatically categorizes and labels the inquiry.

• Purpose: This categorization is essential for Autopilot to determine which messages meet the criteria for an automatic response.

• Derived Category Examples: The Autopilot configuration suggests categories exist (though specific examples aren't detailed in depth), such as check-in procedures, amenities, local recommendations, and troubleshooting.

7. Adding Notes to Reservations

Proper documentation is vital for seamless service. INTO improves this process by integrating internal tracking with conversation summaries.

• Note Integration: The Summarize feature includes functionality for integrating Internal notes marked with emojis.

• When to Use Notes: Notes should be added to track key points and decisions made during a complex conversation, allowing other team members or managers to quickly get an actionable overview without reading the entire thread.

Note-Taking Template (Derived from Source Capability)

For complex issues, use the following structure integrated via INTO Summaries:

Note Field

Content Example

Rationale (Based on Source Guidance)

🚨 Issue Tag

Plumbing emergency (A/C leak in bathroom).

Quick visual identification using emojis.

Summary

Guest reported A/C unit leak at 10:30 PM.

Concise overview of the problem.

Resolution/Action Taken

Maintenance ticket 452 filed. Specialist scheduled for 8 AM. Guest provided temporary solution (towels) and comped $50 cleaning fee.

Documents decisions and expert human intervention steps taken.

Follow-up Required

Manager review required for final compensation approval.

Ensures proactive steps and management oversight.

8. Message Variables and Templates

INTO offers templates and personalization tools that standardize communications while making them feel individualized.

• Custom Signatures: Managers can customize the AI by setting signature preferences in the Customer Portal (AI > Signature). The AI rotates through a list of personalized sign-offs, which can include a name or title (e.g., "The [Brand Name] Team") or even contact information, ensuring variety and warmth.

• INTO Templates: This feature allows for the creation of multiple template variations for crucial interactions like first inquiries and orphan nights offers. This dynamic strategy allows teams to experiment, compare, and fine-tune messaging—for instance, developing one template with a formal tone and another with a conversational approach to see what resonates best with guests.

9. Inbox Management Workflow

Your daily workflow is defined by the Confidence Score assigned by INTO’s Reasoning Engine, which guides the triage process.

Daily Inbox Management Workflow Diagram

Step

Action by System / Agent

INTO Tool Used

1. Message Receipt

Guest message arrives in Guesty Inbox.

Guesty Inbox

2. Triage & Scoring

Reasoning Engine categorizes the message and generates a response, assigning a Confidence Score (out of 100).

INTO Reasoning Engine

3. High Confidence (≥95% Threshold)

If the score meets or exceeds the threshold, the message is automatically sent to the guest.

Autopilot

4. Low Confidence (<95% Threshold)

If the score is below the threshold, the response is forwarded to the agent for review.

Copilot

5. Agent Review

Agent reads the conversation history using Summarize and reviews the Copilot Suggestion.

Summarize, Copilot

6. Decision Point

Decision A (Standard Reply): Review, insert, modify using Agent Assist, and send. Decision B (Escalation): If the message is complex, reputation-sensitive, or an emergency, the agent documents the issue using Notes and follows the established protocol for human expert intervention.

Agent Assist, Internal Notes

Inbox Triage Decision Tree

Condition

Triage Priority

Required Agent Action

Autopilot Sent (≥95% Confidence)

Monitoring (Low Priority)

Review via Autopilot Monitoring Interface to ensure quality.

Copilot Available (<95% Confidence)

Standard Response (Medium Priority)

Review the Copilot suggestion, apply Agent Assist tools (e.g., Change Tone), and send.

Complex Complaint / Special Request / Emergency

Urgent Response (Highest Priority)

Acknowledge the message, use Summaries & Notes to document the issue. Escalate to a hospitality specialist trained on established protocols.

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Practice Scenarios

Scenario

Goal

Tool Used & Rationale

Properly tagging and noting different message types

Document a maintenance request (e.g., "The shower drain is clogged") received via a non-English message.

Translate Conversation (to understand the issue). Use Internal Notes marked with Emojis (to track key actions taken, e.g., filing a maintenance ticket). The system will automatically label/categorize it as a maintenance/troubleshooting inquiry.

Composing responses using appropriate tone and structure

A guest asks for local restaurant recommendations, and the Copilot suggestion is too formal.

Review Copilot suggestion, then use Agent Assist: Change Tone to switch the tone to "friendly" or "conversational." Ensure the message includes a Custom Signature.

Organizing inbox by priority and urgency

Identify which messages require immediate human intervention versus those handled by Autopilot.

Prioritize messages requiring Copilot review (Confidence Score <95%) over messages fully handled by Autopilot (which can be reviewed later in the Monitoring Interface). Highest priority goes to potential escalations (complex or emergency situations).

Documenting a complex guest issue

A guest contacts you with a long history of dissatisfaction across three previous messages.

Use the Summarize feature to quickly grasp the core issue and history. Add a detailed Internal Note with an emoji tag to document the situation, all resolution steps offered, and assign the proper follow-up action for a manager.

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Embedded Guesty Resources

For a comprehensive guide on the platform INTO integrates into, refer to the Guesty Help Center:

• Getting Started With the Guesty Inbox (https://help.guesty.com/hc/en-gb/sections/9879404587677)

• Managing the Inbox (https://help.guesty.com/hc/en-gb/sections/19644497837469)

• Sending Messages to Guests and Owners (https://help.guesty.com/hc/en-gb/articles/9370006490013)

• Managing Tags (https://help.guesty.com/hc/en-gb/articles/4405430741905)

• Adding and Managing Notes (https://help.guesty.com/hc/en-gb/articles/9363976518429)