Using quick replies to save time

Experience hosts often find themselves answering the same questions from different guests: What’s your availability next week? Where are we meeting? How can I plan for wet weather?

You can reuse your answers—and respond rapidly every time—with quick replies in the Messages tab.

A quick reply is a short, pre-written message that’s saved as a template in your messaging settings.

Placeholders for details, like the guest’s first name, personalize each message by pulling information from your listing or the reservation.

Create your own quick replies or edit Airbnb’s templates. For example, if you often need to reach guests who’re running late, try saving your standard response as a quick reply.

You can send quick replies right away or schedule them for automatic delivery later.

To send a quick reply immediately to a guest:

• Go to the Messages tab.
• Select the conversation you’d like to reply to.
• Tap the plus sign (+) by Write a message.
• Select Send quick reply.
• Choose a quick reply, which appears in your conversation.
• Edit the message or send it as is.
• Tap the arrow (↑) to send the message.

The Messages tab also has suggested replies, which use artificial intelligence to understand a guest’s question and suggest one of your quick replies to answer it. The suggestion appears in your conversation, where only you can see it. You can edit the suggested reply before you send it, or write a different response.

To send a quick reply automatically to all guests:

• Go to the Messages tab.
• Tap the settings icon at the top of your screen.
• Tap Manage quick replies.
• Choose the quick reply you want to schedule and tap Next.
• Tap Schedule for and select when you’d like guests to receive the message, such as at booking confirmation or 2 hours before the experience starts.

At booking confirmation, you have 2 options: Schedule a direct message to each guest who books, or a group message after the first guest books. 

When you schedule a group message, guests who book an experience for the same date and time are automatically added to the thread. They can read all the messages in the thread, so you don’t have to repeat yourself.

You’ll see a reminder in your conversation with the guest when a scheduled quick reply is coming up. Adjust or skip sending the message if it repeats information you’ve already shared.

A quick reply works best when it’s brief and focused on a single topic. You’ll find pre-written templates in the Messages tab for common subjects like these. Try sending them at key moments.

• Booking confirmation: Send a welcome note to introduce yourself and ask guests if they have any questions or special requests, such as specific food needs or preferences.
• Getting ready: Help guests get the most out of the experience by setting expectations, like sending the weather forecast with tips for what to wear or bring for comfort.
• Before the experience: Reach out 24 hours in advance to remind guests of your start time and meeting spot, with clear directions for getting there.
• After the experience: Share your local recommendations and consider asking guests for feedback and a public review.

Adding photos or videos to your quick replies can help you introduce yourself, provide a visual of your meeting spot, or capture highlights of the experience. For example, if you took photos of your guests during the activity, attach a few to your “after the experience” quick reply before sending it.

You can attach files to messages anytime after bookings are confirmed. Send photos in PNG or JPG format (up to 50 megabytes) and videos in MP4 or MOV format (up to 100 megabytes and 60 seconds).

User experience may vary by location. Information contained in this article may have changed since publication.