1. What is Guesty?

Guesty serves as the foundation for your property management operations in the short-term rental industry. While the sources do not explicitly define Guesty as a Property Management System (PMS), it is confirmed as the platform where property managers focus on creating unforgettable experiences. Guesty acts as the central hub where all necessary operational information resides, including listing details, conversations, custom fields, and saved replies.

2. Why INTO Uses Guesty

INTO was founded on the idea that AI will fundamentally change how guests and hosts connect in the short-term rental industry. Rather than introducing a complex new system, INTO focuses on delivering the most powerful conversational experience within the tools you already use.

INTO’s strategy is native integration with Guesty.

• Seamless Integration: INTO integrates directly with your Guesty workflow. You do not have to learn or juggle additional platforms.
• AI Powerhouse: INTO transforms your Guesty inbox into an AI powerhouse, enabling you to service guests faster, more accurately, 24/7, and in any language.
• Data Access: INTO connects to your Guesty account to build its knowledge base using your Guesty listing information, conversations, custom fields, and saved replies. This foundational data ensures the AI generates accurate, contextually relevant replies.

3. The Guest Communication Flow

The guest message workflow follows a distinct path, where Guesty acts as the central router and INTO provides the intelligence for responses:

Diagram: Guest Interaction Flow

StepComponentRole / Action1. GuestSends message.Inquiry sent regarding a property or reservation.2. OTA Platform(e.g., Airbnb, Vrbo)Hosts the listing and passes the message through to the PMS.3. Guesty (PMS)Central HubReceives and unifies messages and property data.4. INTO AIReasoning/Message EngineUnderstands the inquiry, checks the Guesty knowledge base (listing, calendar, reservations), generates a response, and assigns a confidence score.5. Agent / AutopilotDecision PointResponse is either automatically sent (Autopilot, if score > 95%) or forwarded to the agent for review (Copilot).6. ResponseDeliveredThe final, personalized message is sent back to the Guest via the OTA.

4. What Guesty Handles vs. What INTO Handles

INTO works by leveraging cutting-edge Large Language Models (LLMs) and proprietary techniques to process data that originates within Guesty.

Guesty Functions (Data & Operations)INTO Agent Responsibilities (Intelligence & Action)Source of Truth: Stores listing information, conversations, custom fields, and saved replies.AI Configuration: Managers customize the AI, set signature preferences, and create message templates.Reservations & Calendar: Holds all booking data and property availability.Guest Communication: Automates responses (Autopilot) or suggests replies (Copilot) in the Guesty inbox.Platform Connectivity: Receives messages from all booking channels.Data Processing: Builds and refines the knowledge base, uses LLMs to generate contextually relevant replies.Core PMS Tasks: Handles pricing, scheduling, and other back-office operations (implied by the function of a PMS).Revenue Boosters: Identifies and proactively fills orphan nights (small gaps between bookings).Platforms Connected to Guesty (Confirmed Examples):Guesty is the system into which INTO is natively integrated. Guest messages are sourced through various channels, with examples like Airbnb and Vrbo mentioned.

5. The Unified Inbox: Your Mission Control

The Guesty Inbox is where you will spend most of your time, as INTO integrates directly into this view. INTO transforms this space into a "Super-Powered Inbox".

• Copilot Integration: Suggested replies to guest inquiries appear directly within the conversation in the Guesty Inbox as soon as you open a conversation with an unanswered guest message.
• Agent Assist: Features like Summarize, Translate, and Change Tone appear via the INTO extension, allowing your team to look like "hospitality rockstars" by enhancing messages instantly.
• Autopilot Monitoring: If Autopilot is active, messages sent automatically by the AI are tracked via the Autopilot Monitoring Interface, which can be accessed through the INTO Customer Portal.

(Note: Descriptions of Guesty Interface)Since actual screenshots are unavailable, imagine the Guesty Interface:

• Main Navigation: This refers to the standard Guesty menu structure, which provides access to fundamental features like Listings, Reservations, and Messages.
• Inbox View: This is the conversation area where INTO Copilot suggestions appear instantly upon opening a message, ready to be reviewed, modified, or sent.

6. What You Can Access (Data Available for Agent Use)

The INTO integration provides immediate access to all necessary data points within your Guesty workflow to respond effectively:

• Messages (Conversation Context): You can translate the entire conversation to English with one click and view summaries of lengthy communications instantly.
• Guest Details: INTO uses property knowledge, guest preferences, and history to tailor interactions. When testing in the Playground, you can review and edit reservation details to match a specific scenario.
• Property and Listing Details: All information available for the listing is available in the Playground (the testing environment for the AI agent) under the "Listing" tab.
• Calendar and Availability: INTO’s calendar integration allows the AI to instantly check the Guesty calendar for availability when a guest asks about dates.

7. What You Cannot Modify (Permissions and Roles)

Your permissions depend heavily on your role:

• Agents (Users): Agents do not need a separate INTO account to use INTO for Guesty. They install the INTO Chrome extension and log in to their Guesty account. Agents use INTO for Guesty features like Copilot, Agent Assist, and Autopilot monitoring, but they do not have access to the INTO company account (Customer Portal).
• Managers: Managers can use INTO for Guesty and have full access to the INTO company account. They control the critical functions that agents cannot modify:
  • AI Configuration: Setting up and configuring the AI.
  • Team Management: Managing user roles and inviting team members.
  • Customization: Setting signature preferences and customizing the knowledge base (e.g., adding data via Data Enrichment).
  • Billing: Managing plan and billing information.

8. Your Daily Interaction with Guesty (Typical Workflow)

Your daily workflow centers on using INTO's features within the Guesty inbox to maximize efficiency:

1. Incoming Message: A guest message arrives via an OTA (e.g., Airbnb) into the Guesty Inbox.
2. Autopilot Decision: The INTO Reasoning Engine categorizes the message and assigns a confidence score. If the score is high (currently 95% threshold), the AI (Autopilot) automatically sends the response. You monitor these automated responses via the Monitoring Interface.
3. Copilot Review: If the confidence score is too low, the message is forwarded to you via INTO Copilot. The suggested reply appears instantly.
4. Action/Editing: You review the Copilot suggestion. You can:
   • Click to insert the text and send it immediately.
   • Modify the text and use Agent Assist tools like Translate, Change Tone, or Summarize.
   • If the issue is complex (e.g., reputation-sensitive or specialized protocol required), or involves information missing from the knowledge base, you escalate to the client (or a human expert/manager).

Practice Scenarios

Use the principles of data access and the confidence score threshold to determine the best course of action:

ScenarioGoal & Information RequiredRecommended Action (Guesty/INTO Tool Use)Identifying which platform a reservation came fromDetermine the source (e.g., Airbnb, Vrbo) of the reservation to provide platform-specific information.Guesty Access: View the reservation details within the Guesty inbox interface. The message itself may indicate the source (e.g., "via AirBnB", "via VRBO").Understanding what information is available in GuestyVerify if specific details (like "Where is the breaker box?") are available to the AI for accurate response.INTO Playground: Navigate to the Playground and select the listing. Check the "Listing" tab to review all information available in the knowledge base, or test the question directly.Knowing when to use Guesty vs. when to escalate to clientRespond to a complex request (e.g., emergency, unique complaint) or an inquiry the AI cannot answer with high confidence.Escalate to Client/Manager: If a message generates a low Confidence Score (below 95% threshold), or requires Expert Human Intervention (as trained hospitality specialists handle complaints and special requests), the agent reviews the Copilot suggestion but may need to escalate according to established protocols.

Embedded Guesty Resources

For an in-depth understanding of the core system INTO utilizes:

• What Guest Messages Can I See in the Unified Inbox? (https://help.guestyforhosts.com/hc/en-gb/articles/9350720858269)
• Managing Reservation Sources and Platforms (https://help.guesty.com/hc/en-gb/articles/9365055850269)
• Introduction to Guesty Basics (https://help.guesty.com/hc/en-gb/sections/9879399509533)

Analogy: Think of Guesty as your property management library, holding all the policies, reservation ledgers, and property descriptions. INTO AI is the expert, multilingual research librarian who sits inside the library's front desk (the Guesty Inbox). INTO reads the inquiry, instantly finds the relevant information in the library (Guesty data), drafts the perfect response, and either delivers it immediately (Autopilot) or hands it to you for final sign-off (Copilot). Your job is to manage the librarian's settings and confirm the most critical responses.