Create message templates to answer common guest questions.
By
Airbnb
on
Dec 12, 2018
·
2 min read
Updated May 1, 2024
Different guests often ask Hosts the same questions: What’s the wifi password? How do I use the hot tub? Where’s a great place to eat nearby?
You can reuse your answers—and respond rapidly every time—by setting up quick replies in the Messages tab.
Quick replies are short message templates that address specific topics. You create them ahead of time to send when you’re chatting with a guest. You can also schedule messages to share information automatically at specific moments, like the day before check-in.
Having quick replies makes messaging more efficient and can help you meet guests’ expectations. “Templates save me a lot of time,” says Sally, a Host in Snoqualmie, Washington. “I’m able to answer four guest inquiries in less than 10 minutes.”
Setting up quick replies
It’s easy to create quick replies in your messaging settings. You can create new templates or choose a topic—like checkout instructions, directions, or wifi password—from the list of templates to edit.
Quick replies work best when each one is short and focused on a single topic. For example, you could share your check-in instructions in one reply and your house manual in another. Read the sample quick replies below for inspiration.
You can personalize your quick replies by adding shortcodes. Shortcodes are placeholders that automatically fill in reservation, listing, and guest details when you send a message. Here are a few examples:
- Guest’s first name
- Check-in date
- Check-in time
- Listing name
- Listing address
- Wifi password
Many shortcodes use listing details to fill in the blanks, so make sure your information is complete and up to date. Messages with empty shortcodes won’t send correctly.
Sending quick replies
You can use quick replies anytime you’re messaging with guests. Choose a quick reply by selecting the icon next to “Write a message.” Or use the AI-suggested quick replies feature, and it’ll suggest one for you.
AI recognizes certain topics in messages from guests and your quick replies. It automatically suggests which of your existing quick replies could answer a question.
The suggested quick reply appears in your conversation with the guest, where it’s only visible to you. You always have a chance to edit any quick reply before sending it.
Sample quick replies
Here are a few examples of quick replies with shortcodes. Insert any shortcodes you’d like to use from the drop-down menu. They won’t work if you manually type them into your quick reply.
How to connect to wifi
Where to find extra linens
How to get inside
Why you can’t accommodate pets
Information contained in this article may have changed since publication.
Airbnb
Dec 12, 2018
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